Activation issue

New customer. Switched from Rogers. Prices are better but I've had an issue that no one seems to help resolve.

We have Apple tv as our optik TV premium but can't seem to activate it.  We always get the subscription screen. We can sign in. It shows on our account and can view it on my apple computer but after hours of calls and code entries we can't get the app on the TV to recognize we have a subscription.  Anyone had this happen?