Call Control accepted list will not display web page or app

[withheld]

In My Telus in the android app or in a web browser (Chrome, Edge, multiple devices), the Call Control accepted list (for a landline account) no longer displays (it did previously).  The blocked list displays okay, as well as the call log.  I tried the usual fixes (I worked in IT and know many).  I did online chat, but the "agent" could not help.  After numerous tries, I finally tricked it into connecting me to a real person, who also asked me to try some of the fixes that I already had tried, and looked at some things but ultimately couldn't help and told me to call a number for "technical support" which resulted in a bot that just kept telling me to go to the online chat or offered to send me a text message (I was on a landline).  After asking for a real person about 40 times in multiple ways, it connected me to a queue that was >1 1/2 hours long and I think that Call Control blocked the callback.  Apparently you can't actually talk on the phone to anyone at Telus (a phone company?).  Has anyone else had trouble seeing the accepted list for Call Control (maybe it's a general problem) or is it just me?

[FuzzyLogic]

FWIW I just tested it in Edge and My Telus (IOS) and had no issues viewing the accepted list.

[TELUS_Support]

There are a number of things our agents can confirm on the account to make sure everything's in proper order but if you've already done that as stated, we may need to escalate your case. If you'd like, feel free to send us a private message and we can discuss further.

[VG]

Mine is doing the exact same thing; you’re not alone.  Please update if you find a fix. I’m getting 2-3 spam calls an hour on my landline starting at 6:30am every day. 

[TELUS_Support]

Here are a few suggestions that might help resolve the situation:

Check for App Updates: Ensure that the My Telus app is updated to the latest version. Sometimes, bugs can be fixed in newer releases.

Clear App Cache: If you haven't already, try clearing the app cache. Go to your device's Settings > Apps > My Telus > Storage, and then select "Clear Cache."

Reinstall the App: Uninstalling and then reinstalling the My Telus app can sometimes resolve persistent issues.

Browser Issues: Since you mentioned using Chrome and Edge, try accessing the My Telus portal in incognito mode or using a different browser entirely to rule out any browser-specific issues.

[withheld]

Of course, I had already tried all of the suggestions, but did them again to be sure.
InPrivate in Edge and Incognito in Chrome (on my computer and Android tablet) did not help, as well as clearing cache, etc.
Reinstalling the MyTelus app on Android did not help.

As to VG getting the spam calls - the accepted list should not affect those (they should still get blocked unless they are in the accepted list, which I doubt).  Perhaps you do not actually have Call Control turned on?  That could also be why you would not see an accepted list.  On the page at

https://www.telus.com/my-telus/call-control/home-phone

there should be a slider control near the top that is green if it is turned on.

[abbybrick]

I just discovered I'm having the same issue. Added a number from the call log to the accepted list and then tried to open the list to confirm and assign a name to the number. I've tried different browsers as well as the app on my phone. The only thing I could do was add the number to the accepted list at which time I get an alert indicating the number has already been added to the list. I also hate how getting real support is so painful. Would be nice to get a resolution.

[TELUS_Support]

@abbybrick @Sparky480v Feel free to send us a private message if you'd like to discuss further and we can go over options, thanks.

[Sparky480v]

I am having the same problem.  Accepted list not working, Preferences not working, and blocked list shows numbers but when you click to add a number manually it goes blank.  This happens on both the ios app and edge or chrome windows browers.  I have tried different computers but no difference.  It is clearly a problem at TELUS's end.

[LolasHuman]

I just switched to Telus a couple days ago and I'm having the same issues, tried all the suggestions noted below and nothing seems to work. The only section of the call control that seems to work is the Call Log, but would be nice to add in some phone numbers to the Accepted list.

[TELUS_Support]

Hello. If those troubleshooting steps didn't work, feel free to send us a private message and we can discuss further.

[withheld]

Why not just fix the problem instead of making people "discuss further"?

[TELUS_Support]

Our team is working on this issue, and we like to move to private messaging to gather account information to aid in their investigation. Thanks.

[abbybrick]

I did your private messaging request and got nothing in response. So I'm not sure offering that as an aid to your investigation is helping users feel confident that something is being done. Try being transparent in your troubleshooting & communications and then we can use that information to patiently await a solution.

[withheld]

I understand the process.  Perhaps look at what code/database changes you made about a month ago when the problem started showing up?  Obviously since multiple people/browsers/apps have the same problem, the fault is not on the user end.

[abbybrick]

I'm having sooo much fun with this. Was finally contacted via private message with instructions to call 1-888-811-2323 where I get an automated system asking me what I was calling about (Call Control issues) and they redirect me to the website as it is quicker and easier to setup. After several attempts I successfully trick the system to finally get a real person and guess what.....they can't help me. Next step up the ladder .....I'm guessing the standard stuff like, do app updates, app re-install, clear the cache, etc. that we've already done. Please don't tell us to private message as it doesn't lead to anything.

[abbybrick]

Update: Finally making progress. Was able to relay the issues we are experiencing and tech support requested access to my computer in order to take screen shots of what we are all seeing (or not seeing) with regards to the Accepted List & Preferences. Now waiting to get a ticket # as the issue gets put in the support queue.

[withheld]

Assume the user has done something wrong (often a reasonable assumption), so ask them to do things that might result in them stumbling onto a solution (may work if assumption is correct) - problem solved in less than a day.  If not, then you may have to do some work and it could take another day or two to figure it out.  Longer, and the hard questions should start.

In a previous career, I taught people how to troubleshoot things like this.  Ah, the good old days, when we got things done!

It is interesting to see them do things like ask for PMs to "gather account information" (which they should already have, given that we need to log in to get here) and work towards where they should have started, like now asking after more than a month what we are actually seeing.  I wonder if anyone has got to looking at ... no, I won't go there - I promised I would stay retired.

The ticket # comment hearkens me back to ITIL silliness (an inside joke for my type).

[TELUS_Support]

Hello @withheld @VG @abbybrick @LolasHuman @Sparky480v our specific team that investigates these issues has asked us to gather account info for their official investigation. If you'd like, please send us a private message so we can verify your accounts and gather your info for them, thanks.

[abbybrick]

Already done

[Sparky480v]

Hey Telus, the control preferences and list are still not working. Last week I did the private message, talked to a tech agent again, got a ticket and was supposed to get a call back from an escalation manager this week but haven’t.  Why can’t you fix this or a least give an update.