Can't manage my package selection through the website or the Telus app

[Noobie]

I've been trying to change my OptikTV selection for the past week with no success. The website loads fine but then it gets stuck in a perpetual loop then gives me an error

I've tried on different browsers - Chrome, Firefox, Edge with the same results. Disabled all browser extensions and plugins. On mobile, I've forced stopped the app, cleared cache and as a last result just straight reinstalled it but it gives me the same error every time.

[dru]

@Noobie two issues that I can think of off the top of my head:

1) Are you a new customer? Sometimes it can take one full bill cycle before the option is enabled online

2) Account/payment related. There could be a limitation on certain accounts relating to their status. For this issue, we wouldn't be much help on community since it requires agent intervention.

Of course, there could be a technical issue also but these tend to be rare. Can you confirm #1 for me?

[Noobie]

1) No, not a new customer.

2) Paid for this month so no issues on that front.

[A-B]

Hey @Noobie is the email used to register here on the Neighbourhood community the same that's on your Home Services account? We'd like to share this with our team for further investigation!

[SeamsToBeSunny]

Did you follow up for a solution to this. We would really like to manage our internet and optik tv through My Tellus? Tried all of the supposed solutions. Resetting, restarting, updating etc. Windows 10 laptop and Samsung tablet with app.

[SeamsToBeSunny]

On the weekend I went through Facebook chat and since it was no help asked for a callback. I got the call the next day from an administrator who promised to forward a ticket to tech and that they would be in touch. Today Wed Nov 1 suddenly I can now manage my Optik TV but still can not manage my internet on My Telus on my laptop. Perhaps this will be fixed soon as well. I was told that this forum is not regularly responded to and the best way is to go through Facebook Messenger. I have still not received a call back.

[SeamsToBeSunny]

Today, Monday,  I can not manage Optik TV or Internet and though I got a call back on Thursday they said that yes we are having technical issues with this and that they would forward a ticket again. As of today no call back and still an issue. WTH

[OptimusPrime]

I have the same issue and have been dealing with it for a few months now with no resolution.  It has now gotten worse because I also cannot manage Internet service any more.  I always get the "Looks like something went wrong.  Please try again." message every time.  I have had several conversations with support, they were able to replicate the issue on their end, but no fix.  No issues with the account or anything, and no service issues.  I have been with Telus for about a decade or maybe more...

[SunDog]

Based on my Google PlayStore review, I've been having this problem for at least a year and a half:

[SeamsToBeSunny]

I have the same issue with managing internet and Optik and just get the "Something went wrong. Try again" message. Good to know that asking for a technical fix provides not solutions so I do not waste my time trying. Confused whether this is intentional or not?

[Harsten]

Add me to the list as well.

[Jeepdriver19]

I remember being able to delete/add Optik TV channels/packages online. In fact, Telus's help still refers to being able to do so.

Now, it takes 1hour 20 minutes (and counting) to talk with a pleasant customer service rep in the Philippines to make simple changes.

Telus: please re-enable online Optik TV management and respect my time.

[Rocky3]

It was probably taken down to get the bugs out of it since it failed to complete an order.

[JoeyTomatoe]

I'm facing the same challenges on their website and Telus app. I consistently see the same error message: "Something went wrong. Try again" OR "Sorry, we are experiencing trouble connecting to the server this time...." and calling their support desk is a profound waste of time. 

[SarahK1]

Same problem over here. Both on the website and in the app. Super frustrating as there was a hockey game on tonight that we wanted to watch, but haven’t been able to add the channel or change our theme packs. Scheduled a call back through the chat in the all but got a call from Tech support who obviously couldn’t help. Then they transferred me to the CLOSED customer service line. Super helpful 🙄

[Buchko]

Reading all these replies and it seems this is a common issue with TELUS.

i don’t think they are resourced to solve these problems.  All feedback provided, callbacks, promises made that it will be looked at by technical staff.  The issue disappears into a black hole.

Their billing collections continue to work like a charm however.

[benvr]

Another dissatistied customer (been with telus 20 years), but lost access to manage optic TV a few months back. Not concerned until I wanted to make changes,  I've been talking to Telus agents (3) been told a ticket was created (about 10 days ago) but issue still not resolved.

[TELUS_Support]

@benvr When did you last get an update (if at all)? If recent, would you mind sharing the status?

[benvr]

Prior to the latest request to update my account, approximately 10 days ago , I had not made changes to the account for a year at least

Get Outlook for iOS

[TELUS_Support]

We'll take a look at your account notes to see if it offers any clue. We'll send a private message your way to collect some info 🙂

[benvr]

Still waiting on this to be resolved, now week3. Why is it taking so long??

[Slix75]

Nope. Been complaining to Telus about this for over a year and many tickets have been logged. Or so I’ve been told but not a single person has a solution or called me back. I just want to change my freaking theme packs and I shouldn’t have to wait on hold for two hours to do it. Going to go back to shew after this next year is over. Telus used to be the best but they are by far the worst now. 

[TELUS_Support]

Hey @Slix75 Can you navigate Here, click on "I am an existing customer" and login using your My TELUS account. That should let you change your TV lineup

[Slix75]

bahahahaha!!!! I’ve been told this 5x times and not one person has followed up or fixed the issue ever. 

[Buchko]

Nobody at TELUS could help me.

What I was able to figure out through Reddit  and some other online pages is that this typically occurs if you are on a legacy package of some kind.  You have to call in and talk to someone instead of using the nyTELUS features.

i forget exactly the steps I did, but I upgraded my optic package on myTELUS.  I think I did this by selecting change your package, or by signing up to an offer.  I selected the 4 theme packs + 1 premium.

I admit, it was a bit of a leap of faith for me.  I was hoping that after I did this, the option to “manage your optic TV” would appear for me.  Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted. 

its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.

either way, they should train their agents and tell them about this. Add it to their knowledge base.  It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while. 

hope it helps.