Forum Discussion
BigBen121
3 months agoAmbassador
Beware of incorrect upgrade information for Optik
I was sent a text from Telus advising me that I needed to upgrade my Optik Box as my equipment was outdated. The text link which I opened showed the new google android boxes. However when I clicked further for information to start the upgrade process I received and error message stating it could not confirm my address. I called Telus and the agent told me know problems, he could help with that and would send me "new equipment" I was to get and email confirming when the boxes would be shipped. I never got an email but the very next day Fedex showed up at my house with a package containing 5 4K Optik wireless boxes. No information in the packing except that the usual install info, none of the boxes had remotes. There was also no information detailing how to send my boxes back. Strike 1. Today I called Telus and got an agent who assured me that the box although they said 4K Optik wireless, they were in fact google boxes just repackaged, I told her that I did not need 5 as a previous tech in my house had taken 2 extra ones. She said no problem she would send an email with the instructions on returning my old boxes and the extra ones. Strike 2 - as none of the new boxes came with remotes she said she would send me one for free , would charge me for a second but give me a credit but if I wanted a third I would have to pay. She assured me that everything would work and I would have cloud recording. She offered to put me through to Tech support to help with set up. An hour later the tech came on line and explained that I had the old Cisco boxes I would not only need to replace these but also change my existing plan and I would have to fill out a form for this and the process would take 8 weeks!!!! She emphasized that the 4 K boxes were not android boxes but just exactly that!!!. She said I could use them but beware that my existing recordings would get deleted!!!!
So now I have 5 boxes which are really no value to me and I am no further ahead - just a lot of wasted phone calls with incorrect information. I am waving a white flag
1 Reply
- TELUS_Support
Official Support Team
Thank you for sharing all the details of your experience. We completely understand how frustrating this situation has been, and we apologize for the confusion and conflicting information you’ve received regarding your Optik TV upgrade. To help resolve this properly, please send us a private message with your account details. This will allow us to review your equipment, returns, and plan options and work directly with you.