"Your account login has failed"

[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.