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Re: "Your account login has failed"
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!2.9KViews0likes0CommentsRe: "Your account login has failed"
[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.11KViews0likes2CommentsRe: "Your account login has failed"
[Message 1 of 2] Just following up to report that this is FINALLY fixed! It has taken 12+ phone calls and 6-8 hours troubleshooting on the phone and live video. I'm just going to leave a list of some of the things that happened here, so everyone is aware of how these things go: - The first agent (frontline tech support, that you reach when you call Telus tech support) had me factory reset the set top box and when that didn't work he sent out a new one. - The second agent kept trying to do the same steps. When I explained it already didn't work and asked for a physical tech to be sent out, he kept evading the question and asking me to reset the box and replace the box. And I mean evading. I would ask if he could send out a tech and he would just go silent and not answer. Then I would ask if he was still there and he would try to ask me if I had reset the box (which I said about 6 times that I had indeed done). I filed a complaint using the escalation form on Telus's pages, to which I was supposed to hear back in 48h, but never did. - I called in about 3-4 more times, each with an agent that tried the same steps and couldn't fix the problem. Every one of them said they would 'escalate to the back office' and I never heard back. - The next time I called, one agent said the STB was not provisioned on the account and sent it to the back office for it to be added. Never heard back again. - I called back in yet again. Another agent said that the previous ticket had been sent to Opus but they had not responded within the last 10 days. The response time was supposed to be 24-48h.13KViews0likes0CommentsRe: "Your account login has failed"
Hi Kate Thanks. However unfortunately the box will always auto login when it is powered on, and there is no way to avoid powering it on as it automatically turns itself off after being left on for a while. Also as mentioned above there is nowhere to 'switch account'. I went to 'settings', then had to go to 'device settings', then 'accounts' (there is no 'account info' directly under 'settings'). The only account under 'settings > device settings > accounts' was the GOOGLE account used to sign into the Google Assistant, Play Store, etc. - NOT the account that the box is using for MyTelus. Also there is no option to 'switch accounts' - I can only 'add another account', but once again that's just for the Google account for Google services.13KViews0likes7CommentsRe: "Your account login has failed"
Hi Kate, thanks for the update. We actually weren't aware of the account change on the 10th until your message here. Unfortunately no, it did not work, the same login issue persists. We cannot login to any other platforms whether app or browser.13KViews0likes9CommentsRe: "Your account login has failed"
Hi Kate I was wondering if there was an update on this. We just got another bill today, and we have not had TV service for a single day since we moved in, over two months now. Also, Opus's response time is supposed to be 48h and it's been over 7 business days since we last heard from them. I am not sure why it's so difficult to get this fixed?13KViews0likes11CommentsRe: "Your account login has failed"
Oh also, the instructions you gave are for changing the Google account associated with the Google Assistant and Youtube and other apps - not for the Telus TV+ account. We are stuck in guest mode no matter what and can't watch live TV because Telus won't verify our account (MyTelus account), whether or not we have a Google account logged in. Also, unfortunately the menu settings you suggested don't actually exist!14KViews0likes13Comments
