Forum Discussion
Access APPLE TV with Optik TV account
Hello
A few days ago I signed up for a new plan including Apple TV as a streaming service on Optik TV. How do I activate and use this service?
They sent me an activation link by email that goes straight to MyTelus page. Unable to click AppleTV under list of services and despite the FAQ saying I can activate through >services>subscriptions I cant because this tab or section does not exist. All the FAQ and guides on Telus website are outdated or simply does not apply to their current UI/website.
I tried on phone browser,phone app, and PC browser incognito. all the same.
FB Telus message system told me generic clear my browser or log into AppleTV with my associated account(how would that work if my Apple tv account isn't even linked or cant be linked to telus?). Gave me absolute generic response as if they have never even looked at it and just pulled something out as a reply. of course the 1-888 support number is automated and confused thinking im trying to activate a telus service/hardware and finally redirects me to their closed office to call tomorrow(its 0900 in AB?).
I just spent last hour on phone with Tech Support > Customer Solutions > back to Tech Support who then put me on hold and hung up.
They tried to call back but sent VM because as I've know through the years they can't seem to get understand or figure out Call Control(A service that Telus happily provides) so it's safe to say he won't get in touch with me because I'll have to call Telus to disable call control within 2 minutes just so he can connect to me instead of him pressing the proper digit asked for Call Control.
How do I use my Apple TV?
9 Replies
I love the Sunday calls to ask "Is it working?" when I should be asking what has changed or what has been done to make any of us think it's working since the last time I spoke with Telus?
Then the agent kindly said it's going to be escalated to the next level of tech support to look into. How many levels of tech support you guys have? Must have been "escalated on to the next level" 20 times in the last 2 weeks. If no one in the company can figure this out it's ok to tell me and we can just change the plan so I don't have to pay for this.
15 days in. Telus agent "looking into" this escalated case has escalated to the tech support team last I spoke with her(yesterday?). Still find it odd that it takes 2 weeks to escalate it to someone who may be able to help. I thought that's what every other agent already did. But sure let's continue to do the same thing over and over.
Last week Telus Expert sent me link to "Subscription Services Support Form" a few days ago as well. Turns out those guys love to call in the evening and let the phone ring literally once and hang up and they immediately email(that's how I know it's this specific team/agent) saying they tried to call. Happened for 2nd time today at the same time as I was waiting this time just to prove this was the case and not a one-off.
Nice. Got another TELUS EXPERT to request for a call back time. I am waiting here on time and have my phone beside me and they just leave a voicemail without actually calling. Phone works, call control off I just checked.
Edit it just happened again!? Do you guys know your agents can't connect to who they are trying to call or they are purposely leaving voicemails without waiting for an answer?
Almost 2 weeks later. multiple calls and msgs wasting my time for Telus to finally say
1: There is an issue on the provisioning/backend we will look into this and fix it
2: I phoned for an update and agent pulled up all the info on the case and assured me they will personally update me the next day. They did not do that at all
3: Back to this forum, got a message for Telus to basically say "It looks good on our end can you see if it's working?" It's not working. They sent a link to what they think is the correct form to Subscription Support(Why was this not sent that a week ago?). Also if there is a dedicated support team for this issue why did I have to talk to multiple Tech support agents in different departments who could not provide a solution or a way forward?
Once again it feels like I am just being sent in an endless loop.
Been a week. No update to the update. They finally said my account had some provisioning issue with Apple and they'd be in touch. Issue still unresolved.
Is there a way I can reply to the manager/agent trying to contact me middle of the day while im at work to get in touch when im free generally in the afternoon? That doesn't involve calling the generic 310-... number that leads me to the usual automated system that cant understand I need help with "home services" or a "specific case number".
Without rambling.
How do I get them to resend me the activation email for Apple TV? Or find a way to get link my account?Thanks for the reply.
So it's day 3. Talked to like 10 Telus ppl through phone, FB Msg, this forum, and MyTelus "expert chat".
Still repetitive "Did you delete your cookies and try relogging in". I've literally done all I can possibly do on my end and have said that it's an issue with Telus or Apple's side of things. So now I am being billed for a service I can't use. I now have billing issues with my bill that came out today saying its overdue 15 days? But that's a whole different thing. But it seems like Telus is failing when I've never had problems in the 10+ years using them.
TELUS_SupportOfficial Support Team
Hello rpatricio, we'll be happy to look into this with you ! We'll need more information regarding your TELUS account so for privacy/security reasons, we'll send you a private message soon, thanks !
