Telus not connecting to wifi on TV box

My family moved a month ago and we received a new tv box and wifi hub.  Everything connects fine- phones, laptops etc.  However, the wifi does not seem to be connecting to our TV.  I can watch channels fine, but I cannot watch netflix, amazon prime, apple etc.  And the volume doesn't work on our TV anymore if I have it plugged in with a telus box.  I plugged a roku in and wa, la....everything works.  Volume, apps etc.  I would just stick with roku but I cannot get a telus tv + app through roku.  I then bought a chromecast with google TV so I could get the Telus Tv + app- and I'm having the same issue where it won't connect to the wifi.  I have been on the telephone with Telus 3 times for hours on end, either waiting or rebooting and unplugging and I don't have it in me to continue to do that when nothing is fixed.  They don't seem to know the answer and I've asked to send a technician but so far?? they haven't set up an appointment.  The tech team keeps referring me to the telus mobility as I get my streaming apps through telus mobility and then telus mobility sends me over to the tech support team.  I have had scheduled call backs with no one calling.  What could the problem possibly be? Is there a way to have technician come out without having to wait for hours on end and go through the whole plugging in, unplugging and re-booting etc...????