This article is written to assist with gathering more information, in the event that you run into issues submitting data, or viewing certain items on our Telus software platform.
To gather as much information as possible, we need to ask a few questions, as below.
These are:-
What Browser are you using?
Google Chrome, Firefox, or Microsoft Edge?
If you are using a different browser, or, cannot quite determine it, a screenshot of your full screen, taskbar included, would be best in this case.
What version of your browser is this?
(Please note that the screenshots below were made using the dark-mode visual setting, and no mechanical difference in the placement or wording of areas is present).
Secondly, please could we ask you to identify the version of your browser being used - you can do this by following the below steps.
For Google Chrome, click the three dots at the right of your screen, below the close browser button, then click on "Settings", and then click on "About Chrome":-
Firefox - Click the three lines to the rightmost side of the page, under the browser close button. Then, you can type in "version" in the search bar for the below images:-
For Microsoft Edge, click the three dots at the right of your screen, below the close window button, and then click "Settings" after which, you can click on "About Microsoft Edge" to be taken to the version information:-
Now that we've gathered that information, we need to ask if you can gather information on the speed of your connection - utilities such as speedtest.net (https://www.speedtest.net/) are normally a fair, impartial service with which we can identify the actual speeds being experienced for your upload, and download speed.
For an example of what this looks like, see the below image:-
If, however, you cannot access a utility like speedtest for any reason, you can follow the below steps. Please bare in mind that these are a little more technical, and should not be attempted if you feel that you might make a mistake. Please note, that it also only identifies the speed of the connection between your device and your local connection (router or modem).
To get this information, begin by:-
Right clicking on your network connection, selecting "open network and internet settings" then clicking "Change adapter options" and then right clicking on your active connection and selecting "status":-
Now that we've gathered the data on your connection, we require confirmation on:-
1. What area of the system you were accessing?
2 . What values were entered, and for which question? (where appropriate)