Forum Discussion
Solved
Telus TV Digital Box
Was sent a new digital tv box, and once I get to the sign in screen for MyTelus Account it will not let me sign in it comes up with Error code: ERR_APP_011, saying the email address and password are incorrect and to contact customer care. But I’ve signed in multiple times into the app, on a computer with that email and password and verified everything is correct.
I’ve tried called and they said they were going to send it to the back office but I never heard from them. I’ve reset the box again today and went through the set up again using the YouTube video (https://www.telus.com/en/support/article/telus-tv-digital-box?INTCMP=Tcom-support_results-hub_installation_telus-tv-digital-box). Still just stuck on the “login failed” screen.
would love an answer as to why this is happening without have to call anyone again!
Hi AlyRam6
Can you share what app version the box is running? You can do this from guest mode, and then settings > system information > App version. It should be on 1.25.9.600, but if it's anything lower, there's a chance this is what's causing the login to fail. You could try a reboot first (settings > device settings > device preferences > restart) and a factory reset second (settings > device settings > device preferences > about > factory reset) to try and force an app update. Failing that, our tech support can push an update to your device.
3 Replies
Replies have been turned off for this discussion
KHRTELUS Team Member
Hi AlyRam6
Can you share what app version the box is running? You can do this from guest mode, and then settings > system information > App version. It should be on 1.25.9.600, but if it's anything lower, there's a chance this is what's causing the login to fail. You could try a reboot first (settings > device settings > device preferences > restart) and a factory reset second (settings > device settings > device preferences > about > factory reset) to try and force an app update. Failing that, our tech support can push an update to your device.
The app version is 1.25.9.600.
TELUS_SupportOfficial Support Team
Hi AlyRam6 - it's hard to say without asking further questions but we can do our best to help. We'll send you a private message to gather more details
