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Issues Activating Premium Channels on Optik TV
I am running into continuous issues when trying to activate my premium channels on Optik TV. I recently signed up for the service and received the emails to activate, but when I click Activate Now it takes me to My Telus to login and then to the Optik TV page where I see the services under Your Premiums but I can't click anything to activate or link my accounts I only see blank boxes. I have called in multiple times and they said this is a back-end issue and it was fixed, they tried removing the premium services and re-adding it, and I tried doing it in another browser/incognito mode/through the app, but it always ends up the same as the image. FYI, I am in the East.
Telus Connect app Boost devices not displayed
This is a recurring issue that I started having about a year ago when I first signed up with Telus Internet but seems to still be happening and I can't seem to have a clear fix. It was fixed, I think by powering everything down and then back up. I am 100% certain my NAH and Boost units are working fine as I can log into each and see they are setup and working fine but it's just the Telus Connect app that is displaying their status incorrectly. See photo. 1. How do I get my Boost units to show up correctly again? Think they all went RED and were called "Livingroom" after I disconnected a Boost and reconnected it. It was fine previously. 2. Any fix in the plans for the Connect app? Thank You
Customer Service Vancouver Complaint
Formal Complaint Letter (Service Not Delivered) Account Number: (removed account number) Address: Gastown Area, Vancouver, BC Date: Dec,13/2025 To Whom It May Concern, I am writing to formally lodge a complaint regarding the Home Internet Bundle I signed up for, which was scheduled to be installed on December 11 between 9:00 a.m. and 12:00 p.m. Despite this confirmed appointment, no technician arrived, and I have received no communication regarding rescheduling or delays. I did receive promotional emails about upgrading to Pure Fiber and receiving two months free, as well as the PS5 holiday package deal, but none of these services have been delivered. I have waited two days without any reply to my emails or call‑backs, which is unacceptable for a service I am already expected to pay for. This lack of service and communication is extremely disappointing. For the price being charged — even at $70 per month — the absence of installation, follow‑up, or accountability feels like a breach of trust and a failure to meet basic customer service standards. I request the following actions immediately: Confirmation of a new installation date and time. Written acknowledgment of the missed appointment. Assurance that promotional offers (Pure Fiber upgrade, two months free, PS5 holiday deal) will be honored. Compensation or credit for the delay and inconvenience caused. If I do not receive a satisfactory response within five business days, I will escalate this complaint to the Commission for Complaints for Telecom‑television Services (CCTS), the independent body that handles unresolved telecom complaints in Canada. Yours sincerely, Jonathan Craig (removed email address)
Unresolved Billing Error and Repeated Collections Notice for Account
I am writing to report an ongoing billing dispute that has already caused significant harm to my credit score. In January 2025, Telus incorrectly sent my account to collections for an erroneous charge. After I contacted Telus, the error was acknowledged, and the collection agency removed the entry from my credit file. However, I recently received another collections letter stating that I owe Telus $554—an amount I do not recognize, as my bills have been paid automatically from my bank account without interruption. To resolve this immediately, I request the following: A detailed explanation of how and when this $554 charge originated, including a breakdown of the invoice, date of service, and any supporting documents. Confirmation that my account is fully up to date, with proof of all automatic payments processed since January 2025. Immediate action to recall this collections notice and have it removed from my credit report as this second error has caused my credit score to drop by more than 100 points. Compensation for any related costs, such as credit monitoring fees, if applicable.
Cannot Access Gateway Modem
I am having issues trying to connect to the Gateway Modem. From what I understand the IP address is http://192.168.1.254. Username = admin I have no idea what the password is. Suggestions from the Internet did not work.This modem unit seems different from examples on YouTube. I cannot get the front cover off to see if there is a sticker with the password. When I did try to pull the front cover off everything look as if it would fall apart. I did not want to risk damaging the fiber optic connection. I wish the technician who installed it would have let me known about the password. How do I get my password so I can login in to my Gateway Router? I do have the password for the Wifi router, but what I need is access to the Gateway Router. Please help.Duplicate hydro pole still in place
Hello, BC Hydro moved their lines to a new pole earlier this summer and cut down the old pole, which still has Telus lines attached. As a result, there are now two poles on my boulevard and we're trying to schedule landscaping repairs. Could you please advise how to find out when Telus will transfer their lines and remove the remaining pole? Who is the appropriate contact for this? Thank you.
Can't Fast Forward Recorded Program
I recorded The Great Canadian Baking Show series from the CBC Calgary channel (204), but I can’t fast-forward through any of the episodes. A previous thread on this forum from two years ago mentioned that fast-forward rights for CBC Edmonton were misconfigured in the system. Has this misconfiguration returned? I’ve recorded this CBC program in the past and have always been able to fast-forward.Admin Gateway Portal Password issues.
Has anyone had an issue where even after resetting the Router using the pinhole to reset their Router been unable to log into the Gateway portal? I'm trying to access 192.168.1.254 When I try using my admin credentials there it says incorrect password. I reset it, using the default password on the router + New password Says default password is incorrect. However when i attempt to log into boost 2.0 at 192.168.1.65 using the same credentials it works fine, the only issue is that the page is so broken that it asks you to reset the password, and then logs you out no matter which option you choose. OH and to make matters even more confusing when i try to the option to reset the password (After im logged in) it says the default password is incorrect? I'm not sure what telus has done to their router gateway portal, but it's such a trash system now that this alone is making me want to switch ISP's
