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]

Hi, so I tried the back button and it doesn't work 😞
Luckily I didn't tell my Father in Law about it because he's at this point quite irate with going to the music channels and then going crazy in trying to mash the buttons fast enough

[EvelynM]

I tried the back button too and it did not work.  I use Gwynne's workaround which consistently works:  select Guide button, type in channel and VERY quickly hit OK twice.

[Brozie]

November 15/24 

Thanks, Gwynne - your double-click on the OK button worked like a charm.  Others please note that the double-click has to be really quickly tapped in, and before the channel number you've typed in disappears.

I think the Telus techies fiddled/fumbled something when they started displaying Telus's very disruptive Telus Health video ads on Stingray about a week ago - don't buy their blather about needing to know your profile details.  This is a subscriber-wide problem and they know it!

[Rocky3]

7856 does not show up in my all channels. Do you have an old box and a new box.

[Gwynne]

No idea ! I suspect both my boxes are older but it's odd that it works intermittently

[xray]

Here's what works for me to get out of the Stingray app.

Press Exit on the remote until the screen goes blank.

Enter the TV channel you want to go to.

Press OK on the remote.

[KL1996]

Same thing has been happening for us for the last week as well. Tried rebooting the telus box with no luck. 

[EvelynM]

Hi Gwynne,

I have exactly the same issue, which started Wed Nov 13.  Your "work-around" works, but as you say, you have to be really fast on the OK button.  I tried unplugging cable box, tv and modem for 20 minutes, but that did not help.

[Skalia]

Unreal.. it took me 1/2 an hour to get back to regular channels. Thank gosh for this forum!

[Skalia]

So I did your work around. Now I have audio from TSN, but the screen is still on Stingray!

Hellooooo, Telus!!

[Skalia]

I hit exit again and the screen went to TSN (regular channels) again. 
Old remotes?

[Mark5]

Hello Telus.  The silence is deafening.   This is a widespread issue.  You're a big corporation with experts in your IT department.   You don't need our data when clearly it's to do with your end.  Come on.

[Dash-Dot]

Whether anyone at Telus reads reads this remains to be seen. I just cringe at the thought of reporting this problem and working with a 'tech' who makes you go through numerous useless steps to determine if the problem is yours or theirs.

[RobH]

I've been experiencing this also. It's difficult to exit Stingray to get to regular channels, but the double-click method does work. 

Not sure if anyone is experiencing THIS issue, however: When viewing the channel menu for Stingray stations, the music I hear for the current/selected channel is what is actually currently playing on the channel. (I've checked the Stingray website to confirm this.) But when I select that channel from the menu, the music switches to something that is not currently playing. Something is out of sync.

[KL1996]

Yes..same

[xray]

Are those having this issue all using the new Android box? I'm on the old Optik boxes and don't have this problem.