Cannot subscibe to Stream+ via Optik TV bundle

[Parko]

Hello, I recently purchased an Optik TV bundle that includes the following:

• TELUS TV Digital Box
• 1 Theme Pack + 2 Premiums (Amazon Prime, Netflix Standard, 4K Channel Pack, Stingray, Core, Cloud PVR,
  Disney+)

I received the digital box and went through the installation steps (and the Telus TV part works just fine), but there's no option for me to subscribe to Netflix or Disney (which is supposed to be done through Stream+) other than to purchase the subscription separately. I received the Service Agreement for this bundle, but MyTelus doesn't show the services in my list of subscriptions or in my profile - the only way I can add Stream+ to my account via MyTelus appears - again - to be to purchase it (which I have already done - again, it is in my Service Agreement).

I have contacted 4-5 Customer Services representatives, all of whom say that cannot find the service on my account (which makes sense, it is not on my list of services on MyTelus, as mentioned earlier) and that they cannot help me. One rep suggested I did not actually purchase the service (how did I receive the Telus TV digital box then?), and to purchase the bundle... again. THANKS, BUD.

I am beyond frustrated with my experience thus far - can someone from Telus please resolve this issue? Thank you.

[TELUS_Support]

Hi there, we will send you a private message. 

[Parko]

Hello, I replied to the private message yesterday, but I still can’t see the service on MyTelus and I still have’’t received an activation email for Stream+ from Telus.

I am trying to be understanding, but after the better part of the week chasing down representatives and getting no helpful answers whatsoever, I am frankly losing my patience.

[TELUS_Support]

Hey there! We've replied to your PM already - could you take a quick look? We're just waiting on your response to move forward.

[Rod_yeg]

Exact same issue. Decided to get TV and Internet. Got the same TV package as you. Basically the same problem. Netflix worked fine for some reason. But I can't access my optik tv settings nor link disney+. 

My actual main TV plan seems to be working, but I can't change anything. 

[TELUS_Support]

Hi there, do you get an error message when you trying activating Disney+? Have you followed this guide? https://www.telus.com/en/support/article/learn-about-stream

[Rod_yeg]

I can't even get to that point. When I go into MyTelus and click Optik TV from any location on multiple devices I get an error saying Something went wrong. Try again later. and a link to reload the page. 

I can edit my channels and theme packs using the order page workaround but I cannot manage my stream/premium options. 

[TELUS_Support]

Please send us a private message so we can verify your account. 

[Rod_yeg]

How about you tell me how to fix my account

[Parko · Accepted solution]

My issue was resolved as I finally received the activation emails for the Stream+ services.

However, Telus needs to resolve their technical services and the quality of their customer support. If I get a service agreement from Telus for the OptikTV + Stream+ service, then they already have that information; I should not then be harangued for information customer support should already have. If the left hand does not know what the right hand is doing, that is not my issue as a customer.

Also, the quality of customer support is lacking if it takes 4 service agents (2 phone, 2 chat) plus however many was involved in this forum post over the course of nearly a week to resolve my issue. The inconsistent and contradictory information provided agents had me confused and frustrated - for example, I was at one point told Telus does not send activation emails; Frankly, I would not be surprised if the resolution of my issue was unintentional.

I know I sound like a jerk, but this is the first time in recent memory where my issue was resolved, but I feel crummier at the end of it than I did at the start.

Just my 2 cents.