TELUS Neighbourhood

jreinhard · September

I've been trying to get to https://www.telus.com/my-telus/tv/optik to manage my channels for months. I keep getting the following message: "Looks like something went wrong. Please try again."

I've tried from the Chrome browser, Firefox browser, Edge browser, IOS app, and Android app with the same results. I've gone through the support system twice and each time they say the back office has to fix it but they never do. Also, they never get back to me. I'm not really excited to go through the support system again. It's a waste of my time. Is anyone having a similar experience?

FuzzyLogic · October

It may be an issue with the URL you are using. Try this:

https://watchoptik.telus.com/

jreinhard · October

Thanks FuzzyLogic. I can get to watchoptik ok. What I am trying to do is manage my optik TV from the main website. I want to be able to modify my plan and/or channels.

FuzzyLogic · October

You should be able to do this through the My Telus portal:

https://www.telus.com/my-account

or with the My Telus app.

jreinhard · October

Thanks again. Yes, I should be able to do that through https://www.telus.com/my-account, but as I mentioned at the top of the thread, I get "Looks like something went wrong. Please try again." when I click on the manage Optik TV button at https://www.telus.com/my-account which takes me to https://www.telus.com/my-telus/tv/optik. The same thing happens in the My Telus app.

FuzzyLogic · October

I had issues changing my plan and had to contact Telus directly to rectify this. I had a legacy plan and they needed to do some update on my account before I could do changes via the website/app.

I suspect this may be what you are encountering.

jreinhard · October

Thanks. I've gone through the support pipeline twice with no results. Each time they say it has to be fixed by back office or something like that. They claim they will get back to me but never do. I'll have to try again but it is time consuming and frustrating getting them to understand the problem.

jreinhard · November

I went through the support pipeline again with no success. Once again the support assistant "opened a ticket" to try to get the issue resolved. I got the assistant to promise to phone me back. I have received no call back after several weeks.

DVTPC · December

I am having the same issue, its been close to 90 days and still no resolution from "back office"

jreinhard · December

I went through the support pipeline a forth time now. Still no resolution, but they actually seemed to be aware of the issue this time. The support assistant said he had other customers with the same problem. I had him update my support ticket to say the issue is still unresolved.

DVTPC · December

Have you made any progress?

jreinhard · December

Still not working for me and only silence from support.

BurnabyBob · December

Telus is so cheap. They give you a 4K box and a a cable that provides only 1080p. That's why you get this message.

Telus expects you to go and buy a UHD (8K-4K) HDMI cable. You can either unplug your Telus non 4K cable and plug it in to get it working every time and that could be every day.

So call them and ask them to send you a certified UHD HDMI cable. After all you are paying Telus for the service.