New EPP line activation waiting time

[twomoe]

Hi! On November 28 around 19:30 (MT) I ordered two BYOD plans through EPP portal, both with $60 Unlimited CAN-US 100 5G+ plan (along with $5 PAP discount and 24 months $15 bill credit, so $45 each line for two years). Both lines are opted for eSIM.

It's been 4 business days and I checked the order status and it’s still not processed yet (showing "Order placed"). I thought with eSIM the process should be fairly fast, clearly it’s not the case.

I’m wondering how long does it take to process / activate? I’ve scheduled a travel soon so if it won’t be activated next week I need to do some planning for that.

[TELUS_Support]

Hey @twomoe - We can definitely help answer this question, we'll send you a private message

[JohneBoy]

I too have been waiting for them to process my new EPP accounts. I signed up for 2 new plans on the 29th, it's been 7 days now and not a word.

I'm already starting to regret signing up with Telus and I am not even a customer yet! I've messaged support, hopefully they can look into it.

[twomoe · Accepted solution]

Hello, if you signed up for eSIM for your EPP lines, you can just call EPP customer service (+1 844-888-4440) and they'll process your new lines for you. I called them yesterday and they just activated my new lines during the call. Also don't forget to confirm all the discounts, credits, etc with customer service.

[JohneBoy]

Thank you for the phone number! I turns out Telus was never going to process the order and not tell me there weren’t, because I was missing the IMEI number, which they never asked for. The EPP agent was able to cancel the online order and just process a new order with the same plan. I should have done this a week ago. 

[dmbennett]

This is happening for me too. It said 1-3 days and now it has been 7 days since I placed the order. This was supposed to be the easy option so I could just set the phone right up rather than going into the store and waiting in lines. I don't have EPP, is there a solution for regular orders? 

[TELUS_Support]

Hi @dmbennett - There are delays to our shipping process due to the strike but we can check the status of your order if you send us a private message

[dmbennett]

There isn't anything to ship though? It's an eSim. Yes you can please look at my orders. I bought 1 new iphone 16 to replace the phone I am using now and am awaiting it's arrival. Then I ordered another line that I am using my own device for and I selected an eSim. My order shows that it has been stuck on "order placed" since Dec 2. Hopefully this can be resolved somewhat easily. Thanks. 

[TELUS_Support]

We still ship our eSIM vouchers due to privacy. We'll send you a private message to check the status of your orders