Forum Discussion
“Sorry, we could not retrieve your TELUS TV service information at this time.” On MyTelus
Hello, I’ve been a Telus internet and Optik customer for nearly a year now and have been struggling to access my OptikTV settings via the Website or MyTelys App. My internet and phone info loads instantly, but the Optik section is stuck loading for a time before giving me this message:
I have tried the online support options, as well as the help phone line. The online options couldn’t understand my issue no matter how it was worded, and the phone support guy said it would be fixed in a couple weeks from said call which was well over two months ago.
I’ve tried reinstalling the app and still have had no change. Even through the website, the Optik section will not load. The TV box itself works just fine, and I can still watch the channels I’m subscribed to. I just cant view or change any of my Optik settings via the app or website.
I would very much like to get to the bottom of this, as it would be helpful to see and edit my OptikTV services and channels without having to call the help line and wait for hours every single time.
I appreciate any input and assistance in this matter, thanks!
7 Replies
I logged in to be able to report that I can still access my Optik account and make changes. It loaded as fast as any other page.
I did get the following 2nd page as I have reported before. Not to much effort appears to be done to resolve this or other complaints of the online My Telus.
I have this exact same issue! It’s been about a year now for me too, I’ve called 4 times and keep getting promised a fix. I don’t know what to do at this point, it’s so frustrating. Did yours get fixed?
TELUS_SupportOfficial Support Team
Just curious are you running into the same problem when you try to access My TELUS through a web browser?
On the web browser I get a very similar message about the service not being available and to try again later. However, this has been the case for months now.
I had a similar problem solved while on the phone with support who was on the phone to backend tech. Only the TV section was not working. It was fixed in real time with trial and error as they could not see a problem at their end.
These days I log into My Telus and another page pops up saying try again later, just click again and it completes the log in. It is as if Microsoft was fixing the software.
- TELUS_Support
Hey there! Sorry to hear you're having trouble accessing your OptikTV settings. We'll send you a PM to look into this and help get it sorted out for you.
