Upgraded to Optik TV Android Box - Profiles

We have multiple Telus Optik TV Android boxes (TelusTV-24S). We upgraded from the old Optik boxes.
They all powered up and work just fine except we never get a "Who is watching?" screen where I can choose between the profiles. When it was first set up on the home page it shows a spot down the page to create them which we did but after selecting one, it goes back to the Home Screen.  Each profile has a different profile pic.
We cannot find any profiles. On the "Home" screen, I have a "Settings" tab, which has a "Gear" icon, but when clicked, this doesn't allow me to do anything with profiles. Under settings- device settings- accounts and profiles - has no accounts listed(we can only sign in to google there). The profile selection screen at telustvplus.com doesn’t show up either.

We updated the software and did a couple of factory restarts to no avail.  We have called telus customer support a couple of times with no help.  The first time after getting the boxes a week ago and was told to wait a week and call back if it wasn’t fix as the boxes all weren’t on the account yet.  The second time (yesterday) was told we have to have a google account signed in for profiles to work.  (I told them I don’t want that because that’s not what I was talking about but have since tried signing in with a google account and that didn’t do anything). It seems to me the people I’ve talk to don’t understand what we mean even when both times have been with them on video while trying to explain. I’ve mentioned the telus webpage about the profiles (user-profiles-optik-tv) and was told it’s wrong and that can’t be done. 

In looking on this site, it seems the solution may be an account setup issue not a hardware issue but nobody with customer support seems to understand. Maybe someone here can help. Has something changed with the profiles and the webpage hasn’t been updated?

Thanks