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dteszka's avatar
dteszka
Just Moved In
13 hours ago

Someone else's TELUS TV+ profile has overwritten mine, serious account linking issue?

A couple of weeks ago, a relative signed up for a new TELUS TV+ plan under their own Telus Home Services account (separate email, home address, and account numbers). Unbelievably, on the very same day, my existing Telus TV+ profiles were replaced by the two new profiles they had just created on their own. Mine ceased to exist. We have completely separate account numbers, different email addresses and independent login credentials! Whenever I log into my tv with my email I see the same new profiles that they see when logging into their account email. According to my searches this suggests some sort of backend account linking or provisioning error, which raises obvious privacy concerns. How can two independent customer accounts end up sharing TV+ profile data? Did they base it on the same last name or something? More annoyingly, it overwrote my favourites and watched history. Has anyone experienced anything similar, or can someone from TELUS explain how this could happen and investigate? Very frustrated with Telus and their constant account issues, it gets worse every year.

2 Replies

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    34 minutes ago

    Let us know if what KHR suggested does the trick. We can always investigate further.

  • KHR's avatar
    KHR
    Icon for TELUS Team Member rankTELUS Team Member
    1 hour ago

    Do you live at separate addresses with separate internet accounts? When you go into your account (I would go to telustvplus.com in a new incognito browser session) with your username and password (the same one you use to log into telus.com/mytelus), do you see the same username that your relative sees on their account when they log in with completely different credentials? You may need to both log out of all devices running the TELUS TV+ app and log back in at your own homes/on your own internet connections. Depending on the device, if you log into an app or set-top box on someone else's home internet, it may log you in to their account automatically; 2 Optik TV services on the same internet account is not supported.