Forum Discussion
Can't manage my package selection through the website or the Telus app
I've been trying to change my OptikTV selection for the past week with no success. The website loads fine but then it gets stuck in a perpetual loop then gives me an error I've tried on...
Another dissatistied customer (been with telus 20 years), but lost access to manage optic TV a few months back. Not concerned until I wanted to make changes, I've been talking to Telus agents (3) been told a ticket was created (about 10 days ago) but issue still not resolved.
Nobody at TELUS could help me.
What I was able to figure out through Reddit and some other online pages is that this typically occurs if you are on a legacy package of some kind. You have to call in and talk to someone instead of using the nyTELUS features.
i forget exactly the steps I did, but I upgraded my optic package on myTELUS. I think I did this by selecting change your package, or by signing up to an offer. I selected the 4 theme packs + 1 premium.
I admit, it was a bit of a leap of faith for me. I was hoping that after I did this, the option to “manage your optic TV” would appear for me. Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted.
its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.
either way, they should train their agents and tell them about this. Add it to their knowledge base. It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while.
hope it helps.
