Kayo Access Issues Using Telstra TV3

kizashi on 17/01/2022 - 09:23

Hi
I have a Kayo account which ever since just before 23rd December my access to any content has been removed. I have contacted Kayo ten's of times through email & online chat and 1st tried to fix by me uninstalling or resetting my device or account.

I can get into my account, has my name when open app but when opens all content has padlocks. If remove app and re-install it seems to remember my account details and does not allow me to enter my username or password (even after reset factory setting of Telstra tv box). I have multiple Telstra TV boxes in my house and has happened to all on my Kayo account.

Then they have told me that is known issue and been referred to Kayo Technical department and wait for an email. Everytime I contact them, just keep repeating that they are aware and need to wait for reply from Technical department.

As almost a month now, wondering if any Ozbargainers in the same position as me?

Any help or information greatly appreciated, as very frustrated with Kayo telling nothing and paying for something cannot use.

Thanks

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Comments

  • djones145 on 17/01/2022 - 09:27

    maybe try creating a ne free account
    see if it works
    if so call them up and tell them to transfer your credits/payments over

    • kizashi on 17/01/2022 - 09:33

      Kayo originally suggested re-setting my password. The trouble is cause when I go to open kayo app it still has my account information stored in system (even reset or re install app).
      It does not pop up the screen to put in username or password and just opens Kayo with my name as Welcome, so therefore creating another free account will have same issue ie not allow me enter these details cause that screen never appears.

      • Master Bates on 17/01/2022 - 10:04

        Have you tried doing any of this on another device (mobile/PC)?

        You might have to factory reset the TV3 if nothing else works.

        • kizashi on 17/01/2022 - 10:08

          I have multiple Telstra TV's and also have one at another house too. All are impacted. I factory reset the TV3 also but it made no difference as Kayo app opened without the username and password screen appearing. Seems to remember this even though I logout and re-install Kayo app or reset Telstra box.

          • Master Bates on 17/01/2022 - 12:17

            @kizashi: What if you change the password on the mobile app? Won't that force the login screen to appear on the TV3 devices when it cannot connect?

            • kizashi on 17/01/2022 - 12:22

              @Master Bates: When you logout of the App and then reconnect it does show the screen and require you to verify the account code on the TV. It is just once you enter this code it takes you straight into the APP without the password and username login screen.
              If I change my password on a mobile device it just takes me to entering tv code and then straight into app. It does not allow me to enter the new password or login id. The Telstra TV while using the Kayo app does not even allow me to change the password and need to do this through a mobile device.
              Like said have spent hours and tens of emails and online chats to Kayo and got no where with them.

  • djones145 on 17/01/2022 - 13:12

    maybe buy a chromecast and cut your losses

    • kizashi on 17/01/2022 - 13:28

      Thanks for advice, but that is not really a solution or what I want to do. Also, if you are not aware or do not realise, they are an online company and can not call them on the phone from your last suggestion!

      • djones145 on 17/01/2022 - 14:55

        so can you access the account on a computer or phone
        can you watch it there?
        is it only the Telstra TV where you have issues?
        if thats the case, watch it there and cast it
        its annoying but its been 3 weeks and you have paid for something you cant watch on telstra TV

        also maybe check this out
        https://crowdsupport.telstra.com.au/t5/telstra-tv/bd-p/Telst…

        and see if someone else has the same issue

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