I am here as a last resort. I signed up with Telus for Optik TV and Internet. The internet has been great, and I actually really like the Optik TV - it is the first time I have ever had a PVR and I love being able to record movies from TCM, as well as some of the sitcoms I like. I also like the TV on Demand. I do not use the movies on demand as I also have Apple TV and I prefer to order my movies through Apple as then I can download them on my MacBook when I travel. That aside, I am having major repeated issues with being charged for items I have not ordered.
I have been with Telus for 10 billing periods now and 5 of those 10 months I have had to call to have charges removed from my bill. Some of the incidents include:
- Movie rentals I did not order. These include movies I have no interest in such as the Carebears, Hustler, and the one that showed up today that prompted my post here - The Croods.
- Movie purchases that not only I have not ordered, but I am unable to access even if I did want to watch them!!
- The addition of theme packs to my account that not only did I not order, but again cannot access! An example this was the addition of a sports theme pack - I have zero interest in this!
- TV shows showing up in my PVR that I did not record, and sometimes from theme packs I don't have (like the mandarin news channel)
- TV shows and movies showing up in my OnDemand history that I have not watched.
I am a single woman in my 40s and I live on my own. I have zero interest in the CareBears or the Croods, however, I would have REALLY liked to have watched the Kathrine Hepburn movie I recorded on my PVR that was somehow deleted today? I was really looking forward to watching it tonight and now I am kind of disappointed.
These additional charges are quite substantial each month and I have had to spend hours on the phone with Telus trying to get it sorted. The first step is always trying to convince them that I did not order these items, and then go through the same troubleshooting steps each time:
- Changing my purchase pin
- Updating my account password
- Changing my wifi password
I will say that Telus has been really responsive - they also sent a technician out to change out my PVR in case it was still linked to another customer. They changed the PVR on December 4, and it seemed to work for a few days and then I went into my ondemand only to see a bunch more movies ordered! These, of course, showed up on my mid-December bill so I HAD TO CALL AGAIN 😡
Some logistics - I live on my own in a basement suite, it is a newer house and has only had one tenant in it before. She also had telus optik and was here for about a year. I asked the upstairs tenants if they had telus in case things were crossing wires, and they have shaw. I also asked the next door neighbours, one does not have cable and the other one does have telus but has had no issues. I have purchase pins setup appropriately (the technician double checked all that when he was here).
So - anyone have any ideas? I am just so exasperated and done with it all, but I have another 14 months on my contract. Further that, other than these overcharges I quite like the optik tv setup. I will say it is really weird to go into your on demand and see a bunch of tv shows and movies in there as 'watched' when you have not watched them.
Exasperated customer in Nanaimo 😑
It sounds like somehow your account and another are crossed up on the back end. Changing your password, etc., will make no difference, as it needs to be addressed at a deeper level. I suggest contacting Telus, and demanding to speak to their Technical Services team, as the frontline staff will not be able to address this issue.
It may be that a previous PVR is still associated with the location, even though the account & account holder has changed.
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