Can't manage my package selection through the website or the Telus app

[Noobie]

I've been trying to change my OptikTV selection for the past week with no success. The website loads fine but then it gets stuck in a perpetual loop then gives me an error

I've tried on different browsers - Chrome, Firefox, Edge with the same results. Disabled all browser extensions and plugins. On mobile, I've forced stopped the app, cleared cache and as a last result just straight reinstalled it but it gives me the same error every time.

[Buchko]

Nobody at TELUS could help me.

What I was able to figure out through Reddit  and some other online pages is that this typically occurs if you are on a legacy package of some kind.  You have to call in and talk to someone instead of using the nyTELUS features.

i forget exactly the steps I did, but I upgraded my optic package on myTELUS.  I think I did this by selecting change your package, or by signing up to an offer.  I selected the 4 theme packs + 1 premium.

I admit, it was a bit of a leap of faith for me.  I was hoping that after I did this, the option to “manage your optic TV” would appear for me.  Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted. 

its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.

either way, they should train their agents and tell them about this. Add it to their knowledge base.  It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while. 

hope it helps. 

[Andrew_K]

Having issues as well simply trying to change internet plan for weeks now. Called in twice and got two separate responses but still no resolution with changing my internet plan.  It

[Scratchy]

It's now 2025 and this issue has not been resolved. I can't manage my Optik TV package with either the TELUS App or web page. Ohhhhh "Something went wrong and we don't know how to fix it". How about something more useful like a phone number we can call for support?

[Buchko]

Nobody at TELUS could help me.

What I was able to figure out through Reddit  and some other online pages is that this typically occurs if you are on a legacy package of some kind.  You have to call in and talk to someone instead of using the nyTELUS features.

i forget exactly the steps I did, but I upgraded my optic package on myTELUS.  I think I did this by selecting change your package, or by signing up to an offer.  I selected the 4 theme packs + 1 premium.

I admit, it was a bit of a leap of faith for me.  I was hoping that after I did this, the option to “manage your optic TV” would appear for me.  Sure enough, it did, and then I was able to go in and make changes to theme packs and select my channels I wanted. 

its almost like you have to be signed up to a plan that is compatible with their current theme and premium packs they are offering to get the manage my optic tv feature.

hope it helps. 

either way, they should train their agents and tell them about this. Add it to their knowledge base.  It’s silly that I was able to troubleshoot this myself after getting bounced around telus’ service agents for a while. 

[benvr]

Thanks, I will give it a try

[sea_air]

Add me to the list. I have spent countless hours on the phone with Telus trying to resolve this issue  - gone through all of the 'fixes', tried different browsers, etc. Nothing works. Telus contacted me and lured me from my previous provider with the promise of this feature. I spoke with two different Telus agents at the Telus store who assured me it was legit. It is now more than a month into my time with Telus. I am NOT happy and am looking into laying a formal complaint for false advertising.

[benvr]

Let me know who to send my complaint to please, it’s been 6weeks for me . I’ve been a customer for over 20 years and never have been treated this poorly 

[TELUS_Support]

Hi @benvr - how can we help?

[benvr]

I’ve had Disney+ on my account since Dec 10th. Someday I’d like to watch it, but in order to do so you need to fix the problem that’s in the heading of this complaint. I need access to manage my Optik tv so I can activate Disney +.

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[TELUS_Support]

Hi @sea_air - please try going to this site and let us know if this helps with changing your channels

[lnichol]

One of us is clearly confused: I am trying to get from Telus only what I was sold, and you are trying to upsell me by sending me to a site where I can purchase additional theme packs. I was promised that I would be able to use my Telus app or go to my Telus to change my theme packs immediately at will. I am not able to do so on either platform. I do NOT wish to purchase anything additional, I simply want what I was promised.