"Your account login has failed"

[Noffica]

We moved in two months ago and got the new android tv box. Since day 1 it has not worked. When we try to log in it just says 'your account login has failed'. Tech support has been 'troubleshooting' and could not fix it despite reprovisioning the account services, removing and re-adding the account and the service, factory resetting the box, AND replacing the box. We have also tried logging in through apps and the phone etc. to no avail.

Back office could not fix it. Back office has now sent it to 'Opus', one of the other providers, for further investigation. Their response time is supposed to be 48h or less but they (Opus) are taking multiple days to respond.

The most recent was that there was a duplicate tickets and so NEITHER of them got worked on because the back office had requested a frontline agent to combine the two tickets... and nobody did. I called in to ask why the long delay (10 days or so) and the agent found this in the notes - if I hadn't called in nobody would ever have combined the tickets I suppose.

Has anyone else had this problem, and does anyone know how to fix it? It's getting a bit ridiculous.

[Noffica]

[Message 2 of 2]
- This agent called me back a few days later after getting a response from Opus but it still did not work.

- I never heard back again. I called in again after 10 days or so, and got a third agent, who said Opus had not replied because there were two tickets open, and they had requested them to be merged, but nobody had merged them.

- He merged the tickets and sent it back to Opus. We never heard back again.

- I posted here. Kate's team did some account refreshes which did not work.

- A senior tech agent (not frontline support) called me last week thanks to Kate. They tried a few things, which didn't work again, then they identified that there was an IP mismatch between the modem, router, and account.

- They sent a tech out this Monday to replace both the modem (on the wall) and the router (Boost tower). TV still did not work. The tech said even if there was a ticket still open with Opus, they would not reply after so long.

- The same senior tech agent from last week called me back this morning and finally got it working after releasing the old IP and resetting the modem again.

Thanks to Kate for getting this moving. The senior tech counted 6 open tickets and was surprised nobody had sent out a tech before. I am also surprised that none of the 8-10 frontline tech support agents, nor the 'back office' that they kept escalating to, were able to identify the problem, nor did anyone escalate me to a senior tech. If I hadn't posted here and Kate hadn't picked it up, it would probably never have gotten fixed.

[jgsaxton]

Hi,

I seem to be having the same issues as you. I for some reason cannot login to any of my new Telus tv digital boxes (replacing my old 4K pvr and 4 wireless boxes). I keep being told there is a login error. Can’t even login to app or to telustvplus.com. Have spend ALL day on the phone trying to figure it all out. What did they finally do to help you? Thanks!

[Noffica]

Hey, sorry to hear you're having trouble! In our case at least part of the problem was that our account had been reopened after being closed two years ago, and this caused a mismatch between the old service address and the current service address. So the wifi was associated with the wrong IP or something like that and therefore wouldn't let the TV authenticate.

Another part of the problem may have been that either our wall modem or Boost router tower (or both) were previously associated with other accounts and therefore they also weren't letting the TV authenticate.

Are you able to log in to any app when OFF wifi (on data, or on someone else's wifi)? If not, then it may actually be an account problem rather than what I described above.

If yes, then you may have the same problem I did and you should request 'specialist tech support' to call you (once again this is not the regular tech support that you can speak to by calling, nor is it the back office that they will escalate to). Maybe tag Kate and see if she can help. They sent a tech to replace both the wall modem and the Boost wifi tower, and even after that they had to reset the devices a couple times, AND 'release the IP address' (I assume that's layman's terms, not sure exactly what they actually did) of the modem multiple times to get it to work.

Hope that helps! good luck!