Forum Discussion
Complaint Regarding Ads Added to Included Stingray Music Service
I am writing to formally complain about the recent change to the Stingray Music service that is included with my TELUS Internet and TV subscription.
Stingray Music has long been advertised by TELUS as an included, value-added service. I was therefore extremely disappointed to discover that Stingray has now introduced advertising into its mobile app and is charging an additional $3.99 per month plus tax to remove those ads. In effect, a service that TELUS promotes as “included” has been downgraded unless customers agree to pay an extra recurring fee.
This is not an enhancement, it is a reduction in service quality. TELUS customers are now being asked to pay more simply to maintain the experience that previously came standard. That is unacceptable and reflects poorly on TELUS, regardless of whether the decision originated with Stingray or a third-party partner.
As the company bundling and promoting this service, TELUS bears responsibility for ensuring that included offerings retain their advertised value. Allowing a partner to insert ads and upsell customers undermines trust and creates the impression that TELUS is complicit in a bait-and-switch approach to bundled services.
I expect TELUS to address this issue directly, either by ensuring ad-free Stingray access remains included for TELUS subscribers or by clearly disclosing that the service is no longer fully included. Customers should not be penalized with additional fees to restore functionality that was already paid for through their subscription.
I would appreciate a clear response outlining TELUS’s position on this matter and what steps, if any, are being taken to protect customers from further erosion of included services.
6 Replies
Thank you for the reply.
Respectfully, this does not address the issue. The concern is not who owns or distributes the Stingray app, but that TELUS markets Stingray as an included service with its Internet and TV subscriptions, and that included value has now been reduced for TELUS customers.
TELUS may not control the app itself, but TELUS does control how the service is bundled and promoted. When cross platform access that previously existed is removed and customers are asked to pay extra to restore it, that directly impacts the value of the TELUS subscription.
Directing customers to Optik TV support, which consists of AI chatbots or human representatives reading from a script, while stating they “won’t have much options” leaves no meaningful escalation path.
So I will ask again: what is the proper TELUS channel to submit a formal complaint or escalation regarding the reduction in value of a once included bundled service?
TELUS_SupportOfficial Support Team
You can always contact our OPTIK service team here 1-888-811-2323 regarding your complaint. We'll also share your feedback with their team.
Thank you for providing the Optik TV contact number.
I want to be clear that this issue affects many Optik TV customers who are currently under contract. A service marketed as included has been reduced mid contract, while customers remain subject to early termination penalties if they choose to cancel. TELUS is able to rely on fine print to change the service, yet customers bear the financial consequences if they attempt to exit their agreements early. That imbalance is unfair.
If there is no meaningful escalation mechanism within TELUS to address this issue, I may submit a formal complaint to the Commission for Complaints for Telecom-television Services (CCTS).
I also hope that other Optik TV customers reading this thread will make it known if they are dissatisfied with this mid contract change, as it impacts more than one individual.
As a reasonable resolution, a monthly bill credit of $3.99 plus tax, reflecting the cost now required to maintain the previously included level of service, would be an acceptable outcome.
Thanks for your time.
- Nighthawk
Community Power User
Firstly this is a public forum so this isn't the proper channels for an actual complaint. Telus has offered Stingray on their TV boxes for years. They still do and I haven't had any ads on them so far. Stingray only introduced ads in their apps and the web player.
Secondly, the Stingray app has nothing to do with Telus. The apps are provided by Stingray. You would be better off complaining to them directly. The cost to remove ads from their own apps is something they set themselves. See their Support page about that they have ads. The description from the apps themselves on both the iOS and Google Play stores clearly states: "Absolutely FREE. Upgrade to the premium version for an ad-free experience." so they aren't hiding the fact that it'll cost something to remove the ads before you even download the apps.
Both the iOS and Android app no longer even list Canadian ISPs. SaskTel even has a warning on their site "Canadian TV providers, including SaskTel, are no longer listed on the Stingray Music app or website. You can now listen to Stingray for free (with ads), using the app or website, without choosing a TV provider." Most other providers, like Telus and Rogers, have not yet updated their websites yet to reflect that change made by Stingray to their apps.
Thanks for your response; however, it was not helpful.
Finding a proper channel for submitting a formal complaint to TELUS is exactly part of the issue. After an exhaustive search of the TELUS website, I could not find any way to submit a formal complaint, there's no email address, no clear escalation path, only chat bots and scripted support that has not been helpful. Customers are directed to this forum or to X, neither of which are appropriate venues for resolving a service complaint. Perhaps you can advise what the proper channel within TELUS is for submitting a formal complaint.
While it is true that Stingray remains ad free on TELUS TV boxes, TELUS has offered Stingray for years as an included service on the app as well, not as a TV box only product. Cross platform access via mobile apps and the web previously existed through TV provider authentication and has now been removed unless customers pay an additional fee or accept intrusive advertising.
Saying that the Stingray app has “nothing to do with TELUS” ignores how the service has been marketed. TELUS promoted Stingray as part of its Internet and TV bundles, and when a bundled service is materially downgraded, that reflects on TELUS regardless of who technically operates the app.
Yes, Stingray controls its own apps and pricing. However, TELUS customers have lost previously included access.
I am simply making it known that I am not satisfied with this change. I would appreciate an actual TELUS representative clarifying the correct escalation path and explaining how TELUS is addressing the reduction in value of this once included service.
- TELUS_Support
Hello Vic_Vinegar, our friend Nighthawk is correct, TELUS does not have much control over the mobile application since it belongs to Stingray and it is distributed by either Google Play or the Apple Store. You can always contact our TV OPTIK support team regarding this but they won't have much options for you.
