I've got PIK 5 on my plan, I tried to change the channel selections within PIK 5 via the account settings, however that failed (I've never been able to do it myself). Then when I call support, I chose the call back option. After about 15 minutes I got the call back which was great. The first agent tried to make the changes, he didn't believe me when I explained the 5 channels I wanted to change, then he finally understood, but couldn't make the changes - so he transferred me.
After waiting on hold for 50 minutes, the 2nd agent also couldn't make the changes after re-certifying my credentials, explaining what PIK 5 was again, and wasting further 20 minutes of my time trying to make the changes.
The 2nd agent said they'd raise a request with their "back office" which could take 24 hours (this was at about 7pm last night 29th of October 2024). They also promised to phone me back tonight regardless (and repeated this many times), however I've had no call back (and I've not missed any calls), and my channels haven't changed. So now rather frustrated, I'm asking my question here to the community in the hopes that someone from TELUS see's this and sorts this out. Firstly, I should have the ability to do this myself via the online account settings, that's never worked for me though. Secondly, even when talking to your staff, they couldn't make the change or commit to their promise of calling back, waiting basically an hour and a half of my time. Really disappointing for something that should be so easy (or so I was told when signing up).
