Intermittent Stingray channel issue (can't get back to normal channels)

[Gwynne]

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 when we want to go back to a sports channel (or any other non Stingray channel), when we click on the guide, type in the number it will show it as available but when we select it and go to it it will just return to the music channel and we're stuck there.

We found a really weird workaround by going to Guide, then select the channel you want and then click Ok twice (But really fast). If you're slow then it will just go back to the Stingray channel and you have to do the whole Guide, channel, 2xOK fast again)

The reason we found this was because my in-laws phoned as they thought they had a TV problem in general because they could only listen to music. While trying to help them solve the issue we realized that we're seeing the same behavior and that it's not a user issue but more a general issue. I tried again this morning and noticed it's working today (8 November 2024) but I wanted to find out if there was a recent deployment that might have fixed this or if there is another workaround that doesn't require as much dexterity in using the remote since my in-laws are in their 80s (so pushing buttons fast and even trying to remember which buttons to press is not always a good solution).

For reference this was an issue the past two days (6 and 7 November), but my in-laws say they see it more frequently and that it's not a recent issue.

Would be great to hear if we're the only ones seeing it.

[Gwynne]

Just a quick update .. I just realized that it was working for me on the one TV in our house, but on the other TV we're still seeing the problem. The moment you go to Guide if you pause too long it shows the spinning wheel on the TV and before you can start typing in the channel number you're back on the Stingray music channel.

[CinCinders]

We are having the same issue (Nov 13) We can use the menu for TV apps but when it opens it takes us back to Stingray.  Try to change the channel, it goes back to Stingray. I have tried following the instructions on how to exit Stingray and it doesn’t work. It takes me back to the normal TV channel for like 3 seconds and then back to stingray… again.  And just as you had mentioned one TV in a bedroom is alright and doesn’t have this issue, but the main TV is having this issue, both have fairly recent boxes, so I don’t believe it has to be the boxes.

I found the work around like what you have but my Mother doesn’t have the quickness to pull off the work around. This is new because we have stingray channels and suddenly we have this app on our TV that nobody downloaded to the TV. 

It’s very frustrating. 

[TELUS_Support]

Hi there, can you send us a private message? We'd like to gather your account info so our dev team can investigate. 

[tom2bc]

I am having the same issues getting out of Stingray music and back to regular TV channels.  Exactly as described by Gwynne.  A neighbour is having the same issues.  I have had to create a new favourites list with NO STINGRAY MUSIC CHANNELS ON IT to avoid the issue.  I sent a note to Stingraymusic on their website and got an automated reply.  I suspect that a recent update to the Stingray portal (app) on the pvr is creating this problem.  They responded:  Rest assured that we have received your message and we will get back to you as soon as we can. This delay is caused by an unusually high amount of inquiries, and we apologize for any frustration it may cause.

They are obviously bogged down with complaints.

[TELUS_Support]

Can you send us a private message as well? We'd like to gather your account info so our dev team can investigate. 

[Schmidt098]

Re: Intermittent Stingray channel issue (can't get back to normal channels)

I am having the same issue.  I phoned Technical Support on Monday and ticket 315003 was created.  I was told I would hear back in 72 hours.  No response as of yet.

[Brozie]

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]

Our 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.

[KL1996]

Stuck on Stingray music and having difficulty returning to regular chanels

[EvelynM]

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.

[PG6468]

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

[BevH]

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

[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 🙂

[Gwynne]

Really good to know that changing to a new box doesn't resolve it! Thanks for letting me know

[Oma52]

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. 

[PG6468]

I totally agree. Telus needs to get this right.

[KL1996]

Maybe we need to make it public through news channels if they refuse to deal with it....paying lots for Telus TV

[Oma52]

 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!