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Home Internet Usage Meter Stuck at 0GB | Backend Provisioning Error?
Hello TELUS Community, I am looking for assistance from a Tier 2 Technical Support agent or a Backend Engineering specialist regarding a persistent usage tracking issue on my Home Internet account. The Issue: My internet data usage log for my Home Service resets to or stays at 0GB every day at 12:00 AM. Instead of updating regularly throughout the billing cycle, the meter is completely non-functional. Context: I am on the 3 Gigabit Unlimited Data plan. While I have unlimited data, I find the usage logs essential for monitoring network performance and billing accuracy. I recently dealt with a similar "backend provisioning failure" on my Mobility lines (linked to the same profile) that required a DNA/SRM team resync to resolve. Troubleshooting Already Completed: Tested across multiple browsers (Chrome, Safari) in Incognito mode. Verified the issue persists on both the My TELUS app and the web portal. Standard profile refreshes by Tier 1 support have not resolved the sync error. Request: Given that this appears to be a system-level provisioning failure rather than a display glitch, I would like this escalated to the team capable of performing a manual backend usage resync.
PVR and telus box
For the past three months we have had trouble recording programs and have done all the troubleshooting that was supposed to fix the issue. On Friday a telus tech came to our house and replaced the main PVR box he said that was the problem. It worked for exactly a day and now the same thing is happening. We get this message "make sure your pvr box is connected to the internet" it is. This is so frustrating. When we go to guide there are no recordings although we have set it up.
New Optik Digital TV box Questions
Just started using the new boxes after years of using the old ones. Several things have come up that we used to be able to do that maybe we can but I can’t figure out how to do it. I’ve set my channel guide to favorites and chosen the channels I’m interested in watching. If I use the guide feature it shows only those channels, but if I use the up or down channel button to change the channel (not while using the guide) I don’t skip the channels I don’t want to see but rather I go to the next one of my subscribed channels. Ie: if I don’t want to see channel 2 on the sequence 1,2,3 I won’t see it in the guide but will go to that channel when using the channel up and down buttons. So is this something I’m doing wrong or is a “feature” of these new boxes? We used to be able to add selections of shows to a favorite area see them under my videos section. For example I want to add Hacks so I can watch it on demand by having it as one of the saved shows so I don’t have to go through the search routine. Is this now gone? What happened to the digital movies I purchased through telus? I don’t seem to be able to find these anymore. I had somewhere north of 20 of these bought and paid for. Are these now lost? Thanks for any insight people might shed.Trouble accessing crave account
Hello, I have been on the phone with telus support for 1 hr and then crave support for 45 min ( then the call got disconnected when they put me on hold ). This forum has helped me in the past. I have Crave as part of my optik tv package. I can access it and the content on my tv just fine. However I cannot access anything on Crave.ca or the app, on my laptop or my android phone. When i go to login with my tv provider, I login with my telus credentials, and then I get a black screen, with a pink bar at the top. There is a red circle with a black exclamation point and that is it. nothing happens, then it loops back to choosing the tv provider. I believe there is a problem with telus communicating to crave that I have an account and access to content. The problem is NOT the following: -not crave.ca website down ( as telus support suggested) -not my brower or VPN( my laptop and phone both have the same problem and vpn is not turned on) -not browsing data ( we cleared the browsing data on chrome, plus also same problem independently happening on my phone ) when the crave support tried to log me into crave.ca through an account we were successful there, then we tried to link the telus account. When we did those steps it failed same as before. That leads me to believe that the link is the problem and that needs to be restablished. The telus support guy said everything on their end looks fine since I can watch it on TV but he is hesistant to reset anything. He blames the crave. Please help ASAP, my father is undergoing chemo radiation and very ill, I want him to be able to watch some crave content to give him some mental stimlation while he sits in bed recovering. I need this fixed fast. thank you Steve
Renewal of Business Internet Service
I recently received a phone call from a Telus Business Account Specialist who had been trying to contact me for the past couple of months. I was out of the country. She was calling our urgent patient care line and speaking to my colleague instead of sending me an email. I tried calling her back once but her voicemail was not clear and I didn’t know how to return the call. You can imagine with all of the spam going around that it’s hard to trust people cold calling like this. And it was all just so that I can renew my contract with Telus. I don’t understand how this can’t be handled through a secure app. I had no way to verify if this caller was legitimate and then how to trust the email she sent. There has to be a better way Telus. You are a huge company and your business services are very weak.
PVR Not recording CBS / Colbert and Global News
Our PVR has again stopped recording these scheduled series even though they are set up correctly. They are set up to record First run only and I have verified that even first run are not being recorded. Recently this happened and I deleted all scheduled recordings and then it started working again. Now, a couple of months later they have stopped recording again. I have re-booted / re-set many times. Unplug then wait for a long time and then plug back in. No change. Anyone have any ideas or knowledge of what might be going on?
