Stream+ Prime account

[angie3]

Hello, I am having issues with stream+ ever since I first got it. 

I had signed up for stream+ on sept11, and successfully activated netflix but had issues with disney & prime. I spoke to telus support 3 separate times, they figured out disney and was able to activate it. however I had deleted my prime account previous to having stream+ so when I went to activate it, i accidentally typed in my old email and now I have amazon prime on an account that doesn't exist. When I try to launch prime it says on the amazon page "oops we couldn't find an active subscription for this account. you may not have claimed your offer yet"

I've spent 4-5 hours on the phone with telus and they can't sort it out, they've had tech support email me saying " we can see it is active and ready to go. thank you for contacting telus" when indeed it is not good to go. 

The platform isn't very user friendly on the telus side. I tried to cancel my stream+ so it can go away and I can add it again hoping it would fix the error. 

however, now it says cancellation in process for the past 2 weeks, yet today it still charged me for this months service. and still says cancelling. 

I would just like to be able to use all the services I paid the fee for.
There was a link for disney+ to activate telus.com/subscriptions/disney or something similar... is there a link for prime I could try? Amazon said it is an issue with telus not them. 

[TELUS_Support]

Hi can you send us a private message with the correct email address?

[MJR2024]

I got Telus Stream + Sept. 4, 2024 and have never been able to activate it. I have spent hours on the phone trying to just cancel it and have been told I must do it online, But online the message is "Sorry your subscription list is not available..."  so it is not possible since there is nothing to select. Meanwhile I am being billed every month. My next step will be to contact the media with this problem.

[SheenaO1977]

You should contact the media because this is wrong that they keep charging you. Same thing happening to me.

[angie3]

Telus technician did end up resolving my issue.
It’s a design flaw on their back end that limits what they can change for some reason.

I was refunded the month it didn’t work and now it is working proper.


Sent from my iPhone

[SheenaO1977]

Ok ty for that feedback at least. Did you contact tech support directly as I am just worried since I am still on hold with a guy who is also on hold on his end for tech.

[SheenaO1977]

Can you send me what email or contact spot to deal with my issue of being charged 25/11 and services never working and I have dealt with several people.

[SheenaO1977]

I was supposed to be refunded for stream plus within 3-5 days from 26/11 when I spoke with the 5th person in two days at that point (he said he had tech services submit the request for cancellation and refund). Because stream plus was charged against my son’s email [Mod Edit]  on my visa (Telus ref. [Mod Edit]) Nov. 25.

So you won’t find the subscription against my account [Mod Edit] but the guy said it should have been.

And he said these notes he was putting in my Telus file at least.

[Mod Edit].

Nothing has been done and I cannot be charged again for a service I never received. Please help get this resolved.

I have wasted another 3 hours now today with two different people because the first one transferred me to EPP after having me on hold for an hour. And this guy has me on hold while he waits to get help from tech support. This is unacceptable. And I am very discouraged.

[TELUS_Support]

Hi @SheenaO1977 - we removed the personal information in your comments since we are focused on keeping your privacy safe.

We will send you a message to help with this situation

[SheenaO1977]

Ok thank you. Because I just got off the phone with someone after he kept putting me on hold for 3 hours and nothing resolved. He said a request was resubmitted for the cancellation and refund but I am not confident because he said he had no access to update the file. 

[TELUS_Support]

We sent you a private message if you do end up needing more assistance

[Jonpd]

They've clearly rolled out Stream+ without properly testing the billing and subscription integrations. I bit the bullet and contacted tech support to get it resolved. They submitted an escalation ticket for it to be resolved in 4 business days.... 🙄

[Jonpd]

Was this resolved for you?  I've had similar issues since March, my Telus account is cancelled but the subscriptions are still active and paid through Telus even though I'm not paying for Stream+.   I've contacted Telus multiple times, the account just stays in limbo as "update in progress" or some version of that wording.

[angie3]

Yes it was resolved for me. After numerous phone calls back and forth. They managed to cancel my stream+ and I was able to set it back up again and everything works now.

They never ended up refunding the fees I paid that they said they would refund me. I just can’t afford to spend 6+ hours on the phone again trying to get the money back. It was definitely a frustrating process.





Sent from my iPhone

[SheenaO1977]

That is so wierd wow