Complaint Regarding Ads Added to Included Stingray Music Service

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.