Forum Discussion
Intermittent Stingray channel issue (can't get back to normal channels)
So we've been noticing an intermittent issue with the free Stingray channels and going back to other channels that we're subscribed to. For example: Listening to music on channel 7856 ... then wh...
Hi, Telus techs!
This is a widespread Optik problem, and oddly enough seems to have started about the same time as Telus Health "seniors' alert" devices video ads started to appear in the Stingray stream (disruptively, I might add - who wants to hear and see that crassly commercial content when all you want is "Easy Listening"?!).
Stop wasting people's time asking them to submit their profile/equipment details - the problem is right there in your main control centre.
User workaround suggested by Gwynne in Neighbourhood:
With Stingray streaming in Optik (say, tuned to "Easy Listening" or "Jukebox Oldies" or "The 60s"), press Guide and then quickly type in 104 or 101 or whatever channel you want to go to, and then within half a second, double-click OK, with no delay between clicks. If you don't double-click OK quickly enough, the screen will show the circling arrow and return to the Stingray channel you were on. Try until you get the knack of double-clicking that OK button.
In the Telus control centre, look for code in your new Stingray config file that has a default of "double-click OK to exit Stingray and go to [channel choice]" and set it back to "single-click OK to exit Stingray and go to [channel choice]", as it is for all other channel selections made from the Guide.
While you're in the Stingray config file, tone down the default volume about 5 Db. It has definitely been bumped up since your Telus Health device ads have been airing on Stingray...
TELUS_Support
Official Support Team
Official Support TeamOur dev team would like to gather account info to investigate this issue so if you're impacted by this Stingray issue please feel free to send us a private message to discuss further.
Yes, I'm experiencing the same issue now for over a month. Also when the music is selected it changes it within seconds to another song every time. It's like it stutters and goes to a different song.
Trapped in Stingray, like everyone else here. Very annoying.
We have Optic tv and had the issue with Stingray music last week. This issue only started when Telus decided to abruptly insert commercials mid song. It took us about 20 frustrating minutes before we stumbled over a work around. We are now leery of going back into music again. With the number of complaints I’ve seen here I’m convinced it’s not a user issue, but a Telus/stingray issue and I am not sure how getting our equipment info will make any difference as it seems to be a source issue. Take the commercials out and hopefully it’ll go back to normal. With what we pay Telus for Optic TV this should not be happening. A response with its now a fixed issue would be appreciated.
our email is<This post has been edited by a Mod to remove personal info>
- TELUS_Support
Our Dev teams are aware of this and working on a fix for a future patch release. The workaround for now is hitting the back button repeatedly,
If/when we find out more about the patch release, we'll let everyone know. Thank you for your patience and stay tuned!
As it’s still an ongoing issue, with a ‘future fix’ maybe telus should be giving us a credit on our bills, until this issue is fixed???
William Cooper here. We had the same problem with stingray last week. Took us about 20 minutes to get back to regular subscribed channels. Started when your company inserted Telus ads in the middle of the music programming. Have been leery of going back to Stingray music in case we get stuck in there again. With the number of complaints I’ve read here, it’s not a user issue, it’s a Telus or a Stingray issue. Take the ads out of Stingray and maybe it will go back to the way it was before those commercials were inserted.
I spent 1.5hrs about a week ago on the phone with a Telus support person trying everything possible to fix the problem identified in this string of messages. His finally attempt was to send us a new box which we hooked up today. And the SAME problem continues so it wasn't a problem with the box. HELP - please fix it - not everyone in this house can get from music back to TV programming in the manner described above. Thank you
Really good to know that changing to a new box doesn't resolve it! Thanks for letting me know
- TELUS_Support
BevH We're going to forward this to our product team but we'll need some account info first. We've sent you a private message 🙂
- How do I send private message?
- TELUS_Support
In the top right corner of the Neighbourhood you should see a little envelope icon next to your round profile picture. That'll take you to your Inbox where you can compose a message to this account.
I cant exit out of the stingray app to change to another channel. The solution seems to be turn off the tv and start it up again. This is not acceptable. Please get this fixed, I pay tooooo much each month for this shoddy service
Stuck on Stingray music and having difficulty returning to regular chanels
