Can't manage my package selection through the website or the Telus app

[Noobie]

I've been trying to change my OptikTV selection for the past week with no success. The website loads fine but then it gets stuck in a perpetual loop then gives me an error

I've tried on different browsers - Chrome, Firefox, Edge with the same results. Disabled all browser extensions and plugins. On mobile, I've forced stopped the app, cleared cache and as a last result just straight reinstalled it but it gives me the same error every time.

[Buchko]

Nobody at TELUS could help me.

What I was able to figure out through Reddit  and some other online pages is that this typically occurs if you are on a legacy package of some kind.  You have to call in and talk to someone instead of using the nyTELUS features.

i forget exactly the steps I did, but I upgraded my optic package on myTELUS.  I think I did this by selecting change your package, or by signing up to an offer.  I selected the 4 theme packs + 1 premium.

I admit, it was a bit of a leap of faith for me.  I was hoping that after I did this, the option to “manage your optic TV” would appear for me.  Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted. 

its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.

either way, they should train their agents and tell them about this. Add it to their knowledge base.  It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while. 

hope it helps. 

[Andrew_K]

Having issues as well simply trying to change internet plan for weeks now. Called in twice and got two separate responses but still no resolution with changing my internet plan.  It

[Scratchy]

It's now 2025 and this issue has not been resolved. I can't manage my Optik TV package with either the TELUS App or web page. Ohhhhh "Something went wrong and we don't know how to fix it". How about something more useful like a phone number we can call for support?

[Buchko]

Nobody at TELUS could help me.

What I was able to figure out through Reddit  and some other online pages is that this typically occurs if you are on a legacy package of some kind.  You have to call in and talk to someone instead of using the nyTELUS features.

i forget exactly the steps I did, but I upgraded my optic package on myTELUS.  I think I did this by selecting change your package, or by signing up to an offer.  I selected the 4 theme packs + 1 premium.

I admit, it was a bit of a leap of faith for me.  I was hoping that after I did this, the option to “manage your optic TV” would appear for me.  Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted. 

its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.

hope it helps. 

either way, they should train their agents and tell them about this. Add it to their knowledge base.  It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while. 

[benvr]

Thanks, I will give it a try