I've had PikTV for a couple of years now, using an old box. Last month, Telus informed me that they were sending me a new box. Well, it's June 1, the old box doesn't work anymore, and I have not received the new box they claim to have shipped.
What's more, the support phone numbers for home services seem to have disappeared. I only see numbers for wireless, security, and "wellness" services.
Hey Telus, are you ghosting me or what?
We recognize that not all customers have received their new TELUS TV Digital Box yet so we have extended the deadline for the old Pik Media Box and it will continue to work for the next few weeks. There are a number of reasons people may not have received their new equipment: some boxes are waiting to be picked up at Canada Post or UPS access points, some packages were returned as undeliverable, we may have an incorrect address on file, your account may be in treatment due to non-payment, you may have been the victim of a porch pirate etc.
If you didn't receive your new TELUS TV Digital Box and didn't get a tracking number or delivery notification, I'd recommend reaching out to an agent directly either via chat, social media or phone to track down what's happening. You can find detail on contact us at the bottom of the page. This lists phone numbers for Mobility, Internet, TV and more.
Unfortunately, this equipment isn't available at TELUS corporate stores, it must be shipped.
I'm sorry you haven't gotten the support you need. The automated chat bot can connect you to a live agent who should be able to help. I'd recommend typing 'agent' into the text field a couple of times to get past the virtual assistant. Even if you get to Optik, an agent will still be able to help. To connect on the phone, try earlier in the day. They should be available prior to 7pm local time.
Thanks. I've spent years working in safety and efficiency-related roles, and I hate to see this kind of waste. If Telus could reorgnize their systems so agents could spend 60% less time figuring out what to do and who to call, that's 60% more time they could spend helping other customers. With a company the size of Telus, this probably represents millions of dollars in potential savings.