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...
dru
Community Manager
Community ManagerNoobie two issues that I can think of off the top of my head:
1) Are you a new customer? Sometimes it can take one full bill cycle before the option is enabled online
2) Account/payment related. There could be a limitation on certain accounts relating to their status. For this issue, we wouldn't be much help on community since it requires agent intervention.
Of course, there could be a technical issue also but these tend to be rare. Can you confirm #1 for me?
1) No, not a new customer.
2) Paid for this month so no issues on that front.
- A-B
Hey Noobie is the email used to register here on the Neighbourhood community the same that's on your Home Services account? We'd like to share this with our team for further investigation!
Did you follow up for a solution to this. We would really like to manage our internet and optik tv through My Tellus? Tried all of the supposed solutions. Resetting, restarting, updating etc. Windows 10 laptop and Samsung tablet with app.
On the weekend I went through Facebook chat and since it was no help asked for a callback. I got the call the next day from an administrator who promised to forward a ticket to tech and that they would be in touch. Today Wed Nov 1 suddenly I can now manage my Optik TV but still can not manage my internet on My Telus on my laptop. Perhaps this will be fixed soon as well. I was told that this forum is not regularly responded to and the best way is to go through Facebook Messenger. I have still not received a call back.
