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 ...
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_Support
Official Support Team
Official Support TeamYou 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.
