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' and could not fix it despite reprovisioning the account services, removing and re-adding the account and the service, factory resetting the box, AND replacing the box. We have also tried logging in through apps and the phone etc. to no avail.
Back office could not fix it. Back office has now sent it to 'Opus', one of the other providers, for further investigation. Their response time is supposed to be 48h or less but they (Opus) are taking multiple days to respond.
The most recent was that there was a duplicate tickets and so NEITHER of them got worked on because the back office had requested a frontline agent to combine the two tickets... and nobody did. I called in to ask why the long delay (10 days or so) and the agent found this in the notes - if I hadn't called in nobody would ever have combined the tickets I suppose.
Has anyone else had this problem, and does anyone know how to fix it? It's getting a bit ridiculous.
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[Message 2 of 2]
- This agent called me back a few days later after getting a response from Opus but it still did not work.- I never heard back again. I called in again after 10 days or so, and got a third agent, who said Opus had not replied because there were two tickets open, and they had requested them to be merged, but nobody had merged them.
- He merged the tickets and sent it back to Opus. We never heard back again.
- I posted here. Kate's team did some account refreshes which did not work.
- A senior tech agent (not frontline support) called me last week thanks to Kate. They tried a few things, which didn't work again, then they identified that there was an IP mismatch between the modem, router, and account.
- They sent a tech out this Monday to replace both the modem (on the wall) and the router (Boost tower). TV still did not work. The tech said even if there was a ticket still open with Opus, they would not reply after so long.
- The same senior tech agent from last week called me back this morning and finally got it working after releasing the old IP and resetting the modem again.
Thanks to Kate for getting this moving. The senior tech counted 6 open tickets and was surprised nobody had sent out a tech before. I am also surprised that none of the 8-10 frontline tech support agents, nor the 'back office' that they kept escalating to, were able to identify the problem, nor did anyone escalate me to a senior tech. If I hadn't posted here and Kate hadn't picked it up, it would probably never have gotten fixed.- Hi,
I seem to be having the same issues as you. I for some reason cannot login to any of my new Telus tv digital boxes (replacing my old 4K pvr and 4 wireless boxes). I keep being told there is a login error. Can’t even login to app or to telustvplus.com. Have spend ALL day on the phone trying to figure it all out. What did they finally do to help you? Thanks!Hey, sorry to hear you're having trouble! In our case at least part of the problem was that our account had been reopened after being closed two years ago, and this caused a mismatch between the old service address and the current service address. So the wifi was associated with the wrong IP or something like that and therefore wouldn't let the TV authenticate.
Another part of the problem may have been that either our wall modem or Boost router tower (or both) were previously associated with other accounts and therefore they also weren't letting the TV authenticate.
Are you able to log in to any app when OFF wifi (on data, or on someone else's wifi)? If not, then it may actually be an account problem rather than what I described above.
If yes, then you may have the same problem I did and you should request 'specialist tech support' to call you (once again this is not the regular tech support that you can speak to by calling, nor is it the back office that they will escalate to). Maybe tag Kate and see if she can help. They sent a tech to replace both the wall modem and the Boost wifi tower, and even after that they had to reset the devices a couple times, AND 'release the IP address' (I assume that's layman's terms, not sure exactly what they actually did) of the modem multiple times to get it to work.
Hope that helps! good luck!
[Message 1 of 2] Just following up to report that this is FINALLY fixed! It has taken 12+ phone calls and 6-8 hours troubleshooting on the phone and live video. I'm just going to leave a list of some of the things that happened here, so everyone is aware of how these things go:
- The first agent (frontline tech support, that you reach when you call Telus tech support) had me factory reset the set top box and when that didn't work he sent out a new one.- The second agent kept trying to do the same steps. When I explained it already didn't work and asked for a physical tech to be sent out, he kept evading the question and asking me to reset the box and replace the box. And I mean evading. I would ask if he could send out a tech and he would just go silent and not answer. Then I would ask if he was still there and he would try to ask me if I had reset the box (which I said about 6 times that I had indeed done). I filed a complaint using the escalation form on Telus's pages, to which I was supposed to hear back in 48h, but never did.
- I called in about 3-4 more times, each with an agent that tried the same steps and couldn't fix the problem. Every one of them said they would 'escalate to the back office' and I never heard back.
- The next time I called, one agent said the STB was not provisioned on the account and sent it to the back office for it to be added. Never heard back again.
- I called back in yet again. Another agent said that the previous ticket had been sent to Opus but they had not responded within the last 10 days. The response time was supposed to be 24-48h.
Optik-KateTELUS Team Member
Hi Noffica, could you kindly elaborate on the screens you're seeing before you get to the "your account login has failed" error?
If you're being logged in automatically (and failing), I would suggest trying to log in manually. You can do so by
- Select "Settings" on the top right of the screen
- On the settings menu select "Account Information"
- Scroll to the bottom and choose "Switch account"
- On the next screen choose "Log out"
It should show you a screen where you can manually enter your username and password. I know it doesn't make a whole lot of sense that you need to log out of an account that you weren't able to login in the first place, but this is how to prompt the manual login page.
Let me know if you're able to manually log on. The investigation team is waiting for this confirmation before moving on to the next troubleshooting step. Thanks.
- Oh also, the instructions you gave are for changing the Google account associated with the Google Assistant and Youtube and other apps - not for the Telus TV+ account. We are stuck in guest mode no matter what and can't watch live TV because Telus won't verify our account (MyTelus account), whether or not we have a Google account logged in. Also, unfortunately the menu settings you suggested don't actually exist!
- Optik-Kate
Hi 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,
Thanks for the reply. The error happens when we turn the set top box on - it goes to 'verifying' and then says could not be verified. We have already tried the manual login - it was the first thing we tried. We also factory reset the box, Telus replaced the box, we factory reset the new box, and so on. We cannot log in on the app either - it just says 'login failed'.
I have spoken to tech support about 12 times about this. One tech noted that there was no box serial number on the account, and that something wasn't provisioned correctly. That was fixed I believe but it still didn't work. Another tech sent it to the back office who sent it to your provider 'Opus' who tried something, which didn't work. It has now been sent back to 'Opus' again, but their responses have been taking much longer than the expected 48h. The ticket number is 5675751.
- dru
Community Manager
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Thanks for the heads up!
