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 ...
Nighthawk
Community Power User
Community Power UserFirstly 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_SupportOfficial Support Team
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.
