Cannot customize channels online?

[SLS]

This is my first time posting and from reading other comments and questions, it seems like you have to be polite. Well I will be, but really don't want to.

2 hours on the phone with Telus. Another hour on the website.

Why, at the very last minute of trying to customize channels, does it keep saying "looks like something went wrong. Please try again". 

Is Telus punking me?

I stupidly told the customer service agent who finally answered after an hour and half that I thought I had it figured out (the site had actually let me in and "confirmed changes). So I let her go. Bad move. No changes happened and now I cannot even get that far.

What is going on with this site??

[Rocky3]

I spent some time on a chat with Ai and then a real person, who like here wanted my account info. But when I said no thanks she admitted Ai had routed me to accounting and I need tech support so she was going to forward my info.

"looks like something went wrong. Please try again". 

This has been about a month now, totally unable to access my Optik TV when logged into My Telus. All my other services, cell, home phone internet is no problem.

I have been trying to confirm what I have based on posts on this forum Anyone else unable to access their manage Optik services to see what your plan incudes?

[TELUS_Support]

Definitely not the experience we want our customers to have. Feel free to send us a private message and we can discuss further.

[SLS]

Hello,

I am replying.

I am also on hold with Telus. Again.

I still cannot customize my channels.

I have tried many many times. Only once it said my changes were confirmed. But the changes do not show.

I need to change because some of my Legacy Theme packages are down to 1 channel. And it is a channel that is included in other theme packs I have. But Telus is charging for “additional” theme packs and has been for months, which is questionable business practice. I want to remove that extra cost immediately, although I do have my legal counsel looking into the legality of your billing practices.

Thank you.

[SLS]

Update.

I am being told, after being shuttled to two different departments and just under 1.5 hours on the phone, that I cannot change my channels because I have a pending tech order on the 22nd and that the “ordering tool” only allows one thing at a time so nothing can be done until after the 22nd”.

I really want to hope your staff are mistaken. That cannot be true.

And if it is true, the WHY:

wouldn’t the agent who booked the tech appointment alert me to that. yesterday did the agent not mention this issue. Instead, they were all ready to make the changes to my channels. can the tech department see my channel order, but not change the order. the loyalty department (to which I was transferred) not see or change my channel order, allegedly because I have a pending tech order on the 22nd. can’t the loyalty department change my billing as I am being double billed for two channels (that is what I was trying to correct), because I have a pending tech order on the 22nd and “the ordering tool only allows one thing at a time”. if it is true does the website keep saying “something went wrong. Please try again” when trying again will not work? doesn’t the Telus website inform people who are trying to change their channels but who have a “pending tech order” with the following note, “ We are sorry, as a cutting-edge, world-class Telecommunications company we can only do one thing at a time on your account. We know that improving your internet service has absolutely nothing to do with which channels you want to watch, but you cannot make that or any other changes to your account until after your pending tech appointment. And please try to not have any other problems until that pending tech appointment because, well, we won’t be able to help until after that appointment”.

I would like you to name any other company who could get away with this. Imagine going to a mechanic to get your car fixed, but they say, “sorry we cannot fix your car because your bicycle has a flat tire”. Or going to a restaurant and saying “I would like apple pie and then a steak” only to have them say “we are sorry, but our chef only cooks the entrees first, then desserts, so you cannot have apple pie until you have your steak”

Telus is the text book example schools should use to demonstrate a corrupt service company that has intentionally abandoned any pretence at service; willfully and without explanation raised prices on the gamble that only 1 in 10 people will complain; unconscionably turned themselves from a full service restaurant to a cheap Vegas buffet where you have to make your own toast; and deliberately implements archaic systems and rejects principles of cross training in order to make their employees ineffectual, unempowered problem solvers who cannot do harm to the bottom line by providing remedy and reparations to their suffering customers.

What an embarrassment it must be to work for such a company.

I will be posting this email on the forum once I am finished being on hold waiting to speak to a supervisor.

Thank you. Not.

[TELUS_Support]

Can you send us a private message? 

[Franck]

I am also having the same issue, every time we want to make a change we have to call!  This has been the case for many months now, I have called support several times with no change. The option is simply not there anymore. 

[TELUS_Support]

Hi @Franck - please click Here and you should be able to change your TV lineup