Forum Discussion
"Your account login has failed"
We moved in two months ago and got the new android tv box. Since day 1 it has not worked. When we try to log in it just says 'your account login has failed'. Tech support has been 'troubleshooting' a...
Optik-Kate
TELUS Team Member
TELUS Team MemberHi Noffica Thank you for the update. I've notified the investigation team and they're reviewing the ticket details. I'll let you know when I have further updates!
Hi Kate I was wondering if there was an update on this. We just got another bill today, and we have not had TV service for a single day since we moved in, over two months now. Also, Opus's response time is supposed to be 48h and it's been over 7 business days since we last heard from them. I am not sure why it's so difficult to get this fixed?
- Optik-Kate
Hi Noffica , there was a backend change on your account on the 10th to attempt to fix the issue. Are you still having the same login problem?
Have you been able to log into any other platforms or are you having issues only on the box?
Let me know if you can log into the web browser: https://telustvplus.com/#/
Hi Kate, thanks for the update. We actually weren't aware of the account change on the 10th until your message here. Unfortunately no, it did not work, the same login issue persists.
We cannot login to any other platforms whether app or browser.
- Optik-Kate
Hi Noffica We did another refresh of your account on the backend, can you please try to manually log in again? Please don't unplug the box (it will prompt the autologin which will reset the refresh we've done). Go to settings-> account info and switch account to manually log in.
