Forum Discussion
Telus TV Digital Box
Was sent a new digital tv box, and once I get to the sign in screen for MyTelus Account it will not let me sign in it comes up with Error code: ERR_APP_011, saying the email address and password are incorrect and to contact customer care. But I’ve signed in multiple times into the app, on a computer with that email and password and verified everything is correct.
I’ve tried called and they said they were going to send it to the back office but I never heard from them. I’ve reset the box again today and went through the set up again using the YouTube video (https://www.telus.com/en/support/article/telus-tv-digital-box?INTCMP=Tcom-support_results-hub_installation_telus-tv-digital-box). Still just stuck on the “login failed” screen.
would love an answer as to why this is happening without have to call anyone again!
3 Replies
KHRTELUS Team Member
Hi AlyRam6
Can you share what app version the box is running? You can do this from guest mode, and then settings > system information > App version. It should be on 1.25.9.600, but if it's anything lower, there's a chance this is what's causing the login to fail. You could try a reboot first (settings > device settings > device preferences > restart) and a factory reset second (settings > device settings > device preferences > about > factory reset) to try and force an app update. Failing that, our tech support can push an update to your device.
The app version is 1.25.9.600.
TELUS_SupportOfficial Support Team
Hi AlyRam6 - it's hard to say without asking further questions but we can do our best to help. We'll send you a private message to gather more details
