Forum Discussion
Changing to Optik TV from Pik TV: New plan active but not working
I figured I'd ask here first because a) I'm not in a position to contact support right at this moment and b) I might be moving to fast on it. Right now though this sounds like it's a call to support.
I took advantage of the $55 black Friday 2 theme pack + 1 premium deal to make the jump from Pik TV to Optik yesterday, with the agent I spoke to saying it would be activated today. Today, I can see that Optik is now active on my account and replacing Pik TV, but MyTelus is not showing my theme packs and my Telus TV+ apps are not working and seem to try to refer back to my Pik TV plan, saying that my service has ended, even after logging out and logging back in. Right now the only thing working on it is the included Netflix subscription by way of the premium option.
If I login to order.fibre.telus.com I can see Optik has replaced Pik TV, that tur service is active and that my theme packs are there but it hasn't translated to it showing up in MyTelus or the service actually being available.
I feel like there's one of three things happening here:
1. The service is active but hasn't been provisioned yet
2. The service hasn't been provisioned correctly
3. The old Pik TV service still exists in some way and is conflicting with Optik. (Note: Pik TV is no longer showing on my account, which is how it should be)
If anyone has any experience with making this transition (ex. Time to the service being availableI could use the feedback, otherwise I'll probably be contacting support when I have the time.
4 Replies
TELUS_SupportOfficial Support Team
Question: If you log into the TELUS TV+ portal, can you view the content you're subscribed to?
It did start working last night. I did end up calling support and they confirmed that it was still provisioning and then a few hours after my TTV+ apps seemed to cycle their login and started working with all the content I should be getting on it.
That being said, it still doesn't show up in MyTelus properly and order.fibre.telus.com still displays "Customer quote is in progress." It's been over 36 hours since the order was put in and I don't necessarily remember it taking this long on anything order I've modified on both the mobility and home side before.
- TELUS_Support
Glad to hear it's working. For the online portion, it can take about 24 hours after services start working. Since it sounds like we're around that mark right now, any update in your My Account portal?
