Stuck on Stingray 🤦‍♀️

This is on my mother-in-law’s TV. Mine at my own home doesn’t do this. I took a video of the constant redirect back to Stingray if you try to change the channel. I’m trying to help an elderly woman to change from Stingray 7637 to any other channel…say 104 for example. You go to Guide, type in 104, click OK, and it redirects you back to Stingray. Very frustrating for me let alone an elderly woman.