Not able to manage channels? Is this an open issue or deliberate?

[BlairP]

I am not able to access the feature in Telus/Optik TV/Manage to change some of the channels that I access.

Not sure if this is just a temporary outage (although it has been that way for more than 24 hours) or a deliberate effort for Telus to have me do more upgrades.   

Can anyone confirm that they can access this feature?

[Rocky3]

I do not understand where you are trying to do this.

-there is a my favorites that you select from subscribed. 

-there is all channels to subscribe to those you do not have

-there is MYTelus, your account where you can change your package.

[FuzzyLogic]

I just got a blank page via the website. Using the My Telus app Manage selections seems to work. Customize my package attempts to load but I gave up waiting for it to complete.

Hopefully it will get sorted out shortly.

[TELUS_Support]

Hey @FuzzyLogic - are you trying to change your channels via This site?

[FuzzyLogic]

I was using the My Telus website.

[TELUS_Support]

Gotcha! Please try the link on our previous comment and you should be able to change your channels that way

[Rocky3]

I tried that link you provided above and it took me to a web page that asked if I am a new customer or existing.

I chose existing. It then displayed the correct address, a different name, my home phone # which is in the package.

Then it said "You have no services"

Available services, Optik TV was first one. 

???

[TELUS_Support]

Thanks for the info! We just forwarded this to our product team. They are going to try and replicate the issue. 

[BlairP]

@TELUS_Support I am the person who originally posted (see the top of the thread).

While I appreciate others jumping in here my original question remains.  I am trying to change my existing channels and the "Telus/Optik TV/Manage shows as not available (try later)"

Same happens with the mobile app.  It has been this way for several days

Can I get some support on resolving this?

[BlairP]

So here is what I have learned from this post.

If you are an existing OptikTV customer, the Manage menu item in the "My Telus" website or mobile app will not work.

However, if you go to: https://order.fibre.telus.com/ you can make changes there.  But there still seems to problems as when I go there, Telus lists 3 different addresses for me, only one that is correct.  And I saw error messages trying to change the current selection of channels

@TELUS_Support 

[TELUS_Support]

Can you send us a private message with your account info? We'll have our product team look into this. 

[BlairP]

@TELUS_Support How do I send a private message?

Update: Found it - click on the mail icon next to my login name

[BlairP]

@TELUS_Support Tried sending a message with the link to this thread.

Got an error saying invalid HTML was in the message.  Removed the link and I was told I have reached my limit on private messages.  What else can I do here?

[Rocky3]

Here is what that link says when I say New Customer. This is posted with an active fibre service registered at my address. Basically the link does not know what it is doing. If I say current I already have TELUS Home Services

it then offers all the services I already have. In both cases the link is trying to sell you something without saying you already have this, what else do you want.

Services available at this address:

•  

Congrats! TELUS PureFibre is available in your area

But first we need to connect your home to the network. There is no cost to connect your home. You can continue to submit your order for TELUS PureFibre services right now and there will be an opportunity during the order to give your consent.

If you need assistance, please contact our dedicated PureFibre team 24/7 from Mon to Sun at 1-844-372-8559 or initiate a Live chat from Mon to Sun 8:00AM - 9:00 PM.

[bptelus291 · Accepted solution]

Update on this.  I was able to find make a change to the channels but there were a few issues:

1. Rather than use My Telus Web or Mobile, you have to use a different link - I cannot paste any HTML here for some reason- it is order fibre Telus dot com -  to make a change: 

2.  Using the Telus Forum is a great place to get this sorted but when others jump in on the thread it gets confusing to get support.

3.  The link on step #1 does work but I still see old addresses associated with my account and you will encounter errors when going through the channel changing process.