01-25-2021 06:01 PM
Solved! Go to Solution.
01-26-2021 12:49 PM
Hi @Lanna911
If the box was shrink-wrapped, it was definitely a brand new box that no one else has used before; TELUS does not currently have a refurbishment process for Apple TVs. This is definitely strange, it sounds like something got mixed up in the back end. We've recently made enhancements to our Zero Sign On program with Apple, so hopefully this solves the problem you encountered. I'll send you a private message to see if we can sort this out - I'm sorry for the inconvenience!
01-25-2021 07:09 PM
Hi @Lanna911
Did you buy the Apple TV from TELUS, or did you purchase it somewhere else? Was the first time you connected your Apple TV done on your TELUS home internet?
Apple TVs are enabled with Zero Sign On, which should recognize your TELUS home internet connection and TV subscription, download the Pik app and log you in. Maybe there was an error somewhere along the line.
If there is an unwanted account saved on your Apple TV, you can always remove it by going to the Apple TV home screen and then navigating to Settings --> General --> Previously-Used Emails --> Edit and then clicking on the trash can beside the unwanted username. If you log in user your My TELUS username and password, you should have access to all of the channels you signed up for.
01-25-2021 08:54 PM
01-26-2021 12:49 PM
Hi @Lanna911
If the box was shrink-wrapped, it was definitely a brand new box that no one else has used before; TELUS does not currently have a refurbishment process for Apple TVs. This is definitely strange, it sounds like something got mixed up in the back end. We've recently made enhancements to our Zero Sign On program with Apple, so hopefully this solves the problem you encountered. I'll send you a private message to see if we can sort this out - I'm sorry for the inconvenience!