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Shelley58

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Neighbour

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4 Messages

Internet Connection Issues

I was a Telus customer for a long time. Left for Australia in 2025 now back in BC. Went to a kiosk to request internet service. Technician came on Oct 1. Internet worked for 2.5 days. Called support on Oct 4 and again on Oct 5. Still no internet on Oct 6, day 3! I'm past wanting to know what happened, I just want it to work. Nothing in my home works now and this is killing my cellular data. I want this to be resolved quickly!

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TELUS_Support

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Official Support Team

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8.1K Messages

Hey Shelley58! 3 days without internet is brutal. We're sending you a private message right now so we can look into your account and get this fixed.

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Shelley58

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Neighbour

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4 Messages

I tried to respond to the private message but trying to use the link to get “authenticated” DID NOT work. The technician and support were finally able to sort out the mess of my account on the back end and restored the internet connection last night.

However, the back end of Telus has now created another problem for me. The TelusTV app gives an error message when I attempt to log in.

AI suggested that Telus has to resync the account provisioning or authentication server between the My Telus portal and the Telus TV+ backend. This is dystopian. The customer using AI to help Telus. Incredible!

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TELUS_Support

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Official Support Team

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8.1K Messages

We're glad you are back online and that the problem has been resolved. As for the Telus TV app, lets try some basic troubleshooting first -- can you please uninstall the app and reinstall?

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Shelley58

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Neighbour

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4 Messages

Uninstalled and reinstalled Telus TV +. Once last night and again this morning. Same error message upon login. ERR_AGL_ACN_3545. Unable to complete your request due to technical difficulties.

Some background during internet outage. Telus support communicating with technician "best to cease and reprovide". Not letting me cease. Send to NC support. Issue escalated. I'll get back to once it's re-issued".

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Internet Connection Issues

Shelley58

TELUS_Support

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