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Authentication error User not provisioned

Danger
Advocate

Is anyone else having a problem with Pik.  As of this morning it tells me Authentication Error, User not provisioned (invalid credentials).  One would think that means my username or password are incorrect but no. If I try any other password than the one I know is correct it tells me I have 5 attempts before locking my account. Use the right password and I get the user not provisioned. I have been using Pik for just over a month and haven't had this error since the day I signed up and that was my fault.  I talked to customer care and they seemed to think it is a problem on my side (which I doubt but I am not Telus trained), and had me reboot the ont several times, and reboot my router, as well as my wifi extender (keeping in mind the Pik box is hard wired), as well as the Pik box about 5 times.  In my account page it also shows that I am subscribed to the service with all my selected channels and movie pack. Internet works flawlessly and has since I was upgraded to fiber. Now they are rolling a tech on Saturday to re check all my equipment.  Again, I am no telus expert but fairly tech savvy and this sounds more like a issue on the telus side and a wast of money on a service call.

12 REPLIES 12

NFtoBC
Community Power User
Community Power User

Are you using the remote, an Android phone, or a keyboard to enter your credentials?  I had problems on occasion with anything but the remote to enter my credentials.

 

NFtoBC
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@NFtoBC wrote:

Are you using the remote, an Android phone, or a keyboard to enter your credentials?  I had problems on occasion with anything but the remote to enter my credentials.

 



I have tried using both my phone and just the remote and same issue. I purposely used a wrong password to see what would happen and got a completely different error. Wrong password and I get the you have 5 attempts before your account is locked.  When I use the right password I get the not provisioned error.  The last time I got this error was day one when I was told by a store rep to just plug in the box and enter my telus credentials to setup.  This was wrong and since I had not setup online first I was not provisioned. Since that was figured out it has worked fairly well since.   

WestCoasterBC
Community Power User
Community Power User
@melissaj any insight to this issue?

@Danger @rageguy @michstan @NFtoBC @WestCoasterBC

 

Apologizes for the outage, I've confirmed it's resolved and you should be up and running now. 

Thanks, working great.

rageguy
Connector

I can confirm the same issue on my Pik TV box and also my iOS app. I am in Vancouver, BC and subscribed to Pik TV for about 20 days now. I tried power cycling my ONT (fibre modem), router and Pik TV box. I also tried resetting my Telus account password. Same error still. The exact error is:

 

Authentication Error

User not provisioned. (invalid_credentials)

 

 


@rageguy wrote:

I can confirm the same issue on my Pik TV box and also my iOS app. I am in Vancouver, BC and subscribed to Pik TV for about 20 days now. I tried power cycling my ONT (fibre modem), router and Pik TV box. I also tried resetting my Telus account password. Same error still. The exact error is:

 

Authentication Error

User not provisioned. (invalid_credentials)

 

 


So exactly same issue as me it would appear.  Again, I dont think this is on our end so a waste of a service call I think, but I guess time will tell.

I called Telus just now. The CSR escalated the issue to the "Network Engineering Team" and they verified that there is indeed an issue on their end, not on my account's end. They will now investigate and hopefully resolve this incident soon, however there is no estimated time to repair. 

 

For those with this outage, I strongly suggest you document this with Telus via a phone call so you can ask for a small credit back to your bill when it is fixed. 

michstan
Just Moved In

I wasn't able to load PIK TV last night (it just kept cycling). I went to watch tonight and got this authenitcation error - both on the box and the app. I've had it for 30 days and am not impressed. I think its going back to Telus tomorrow. I'll stick with Apple TV and Roku - much better content and reliable.

double post


@michstan wrote:

I wasn't able to load PIK TV last night (it just kept cycling). I went to watch tonight and got this authenitcation error - both on the box and the app. I've had it for 30 days and am not impressed. I think its going back to Telus tomorrow. I'll stick with Apple TV and Roku - much better content and reliable.



Last night worked fine for us, woke up this morning and error.

Tabbykat
Just Moved In

Call Telus; I had the same issue the day i received the box. The tech support on the phone had no idea how to fix it, as the support page did not solve the problem. She ordered a new box for me, but the next day I got a call that Tech was able to solve it on THEIR end. Then all I had to do was unplug/replug my box and it worked. It has something to do with Telus' end.