Forum Discussion
Can't manage my package selection through the website or the Telus app
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.
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Same problem this service is absolute garbage.
TELUS_SupportOfficial Support Team
Kindly send us a private message and we'll gladly assist you.
Your system is so broken. I am unable to change any package online or on the web page. The fact that you still advertise this as an option and still have troubleshooting guides on how to change your package online is beyond me. I have two open trouble tickets for the same issue and nobody is actively looking at the problem. But don't worry you'll still get my monthly payment.
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.
- TELUS_Support
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.
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?
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?
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.
Thanks, I will give it a try
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
Another dissatistied customer (been with telus 20 years), but lost access to manage optic TV a few months back. Not concerned until I wanted to make changes, I've been talking to Telus agents (3) been told a ticket was created (about 10 days ago) but issue still not resolved.
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.
- TELUS_Support
benvr When did you last get an update (if at all)? If recent, would you mind sharing the status?
- Prior to the latest request to update my account, approximately 10 days ago , I had not made changes to the account for a year at leastGet Outlook for iOS
Reading all these replies and it seems this is a common issue with TELUS.
i don’t think they are resourced to solve these problems. All feedback provided, callbacks, promises made that it will be looked at by technical staff. The issue disappears into a black hole.
Their billing collections continue to work like a charm however.
I'm facing the same challenges on their website and Telus app. I consistently see the same error message: "Something went wrong. Try again" OR "Sorry, we are experiencing trouble connecting to the server this time...." and calling their support desk is a profound waste of time.
- Same problem over here. Both on the website and in the app. Super frustrating as there was a hockey game on tonight that we wanted to watch, but haven’t been able to add the channel or change our theme packs. Scheduled a call back through the chat in the all but got a call from Tech support who obviously couldn’t help. Then they transferred me to the CLOSED customer service line. Super helpful 🙄
I remember being able to delete/add Optik TV channels/packages online. In fact, Telus's help still refers to being able to do so.
Now, it takes 1hour 20 minutes (and counting) to talk with a pleasant customer service rep in the Philippines to make simple changes.
Telus: please re-enable online Optik TV management and respect my time.
It was probably taken down to get the bugs out of it since it failed to complete an order.
Add me to the list as well.
