gnoble
+1 more
Helpful Neighbour
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Telus TV+ New Web browser
My subscribed channels are showing as not subscribed to on the new web browser. the channels are available on my mobile phone app and on my optic tv box, just showing as not subscribed on the new web browser, worked on the previous version.
NFtoBC
+33 more
Just Moved In
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“The new web browser”
Given there are many web browsers, it would be helpful to know which one you are using.
It is not uncommon for the functions of new browsers to break something on a streaming platform.
1
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KHR
+14 more
TELUS Team Member
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Hi gnoble assuming you mean the new site at telustvplus.com - this sounds like an account synchronization issue that may need to be resolved by an agent - I'd recommend using the chat function at telus.com/tvsupport (happy face icon in the bottom left hand corner of your screen).
1
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Kerrie
Neighbour
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1
Black99S
+1 more
Neighbour
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I changed to TV+ on iMac on Nov12 after the upgrade email came out. No choice really; when I went to watch Optik TV on iMac I was forced to the new TV+.
Subscribed channels did not show The Essentials - I could see them when the filter was set to ‘all channels’ but the little key logo showed on channels 100-299. Trying to watch any and I was asked to pay for the program or subscribe - to my already subscribed channels.
Spent a couple hours with about 4 agents. Then had multiple calls by agent asking for my telus account password to investigate which I declined. Tried again Two weeks later, another two hours on phone, ticket # given, no follow up.
Finally a friend with same issue got an agent that re-synchronized his account and fixed the ‘Essentials don’t show as subscribed channel’ problem. Took me another hour with agent who looked at the ticket, shared my iPhone camera to take screen snaps, researched the issue and finally re-synced my account.
Only took 3-weeks, 3-calls, 6-agents and about 6-hours on the phone to fix.
5
Black99S
+1 more
Neighbour
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Hi KHR
Thanks for the reply. I did start the conversation with a chat from my iMac - which became disconnected. The Agent called me back and escalated it through 3 levels until I had to end the call after an hour or more of no immediate solution. Second and third time I just called. I also searched Telus and other forums for solutions - no joy. It was only after describing the problem with another tech-savvy friend that he realized he had the same issue. He found this post thread and persevered with Telus agent until his account was re-synced and TV+ worked. I was then able to help the agent do his research and fix my problem.
I find the chats are hit and miss - many times waiting in a queue only to become disconnected after long waits or have the chat disconnect in the middle of discussing an issue. Sometimes a fast solution or answer. Been a Telus customer for 20+ years. I've used chats a lot. They are good when they work.
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