Theme Channels not Accessible

[rajanjohal]

I signed up for Telus TV service in a second location (my parents) and since the installation of the service earlier this week, they can't access most of the Theme channels in the subscription. The core channels work fine.  My account on My Telus shows the correct themes and my initial contact with Telus (not Technical Support) indicated that everything seemed fine with the account.

I haven't been able to connect with Technical Support on this topic due to long wait times, etc.  I've rebooted everything with no change.

Is there anything else I should be trying until I can get hold of Technical Support?

[TELUS_Support]

Hey! Which theme packs aren’t working? Are you seeing any error messages when you try to watch those channels? Let’s see if we can sort this out 🙂

[rajanjohal]

None of the 4 Themes or the Premium are showing up.  The core channels all work.

I spent an hour with Tech Support's who couldn't correct it.  He thought it was an issue with my house having old Optik gear and my parents having the new digital boxes, so created a new My Telus account login for my parents but that didn't work.  Neither the Telus TV+ web interface nor the digital boxes will accept the new login.  The error on the web is "The account associated with this token is unknown or not found" - similar error on the boxes.

The Tech said that he also could not "see" the boxes on my parents network so took the SNs of the boxes.

He's now kicked it up another layer in Tech Support.