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.

[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.

[Mark5]

For some reason the issue has gone away.  This started about a week ago so I cannot determine if an update was pushed out.  So far so good.

[TELUS_Support]

Glad to hear @Mark5 

[Rp35]

It’s back again on Dec 5.  😟🤯

[97005]

Yes, we've been having the exact same problem with not being able to get out of the Stingray Channel. I hope that TELUS will fix this problem, as there seems to be enough complaints to justify an investigation.

[EvelynM]

I am seeing a fix now.  To get from Stingray back to regular TV channels, press Back key for a few seconds, then there is a new screen where you use left arrow to select "Exit to TV", then "OK", then type the channel number.  Hope that helps everyone.

[Thomach]

TELUS - when will this be resolved ? 

[Thomach]

TELUS !!!!! When will this be resolved ????

[TELUS_Support]

@Thomach We're aware of the issue and will have it patched it a future update but I don't have an estimated time to share yet. Thanks for your patience!

[BevH]

The frustrating part of this is our monthly charges for TELUS OPTIC have remained the same (or increased) while the company continues to provide REALLY, REALLY BAD SERVICE. I strongly suggest it is time for the Billing Department to be made aware of this problem and give their customers a rebate on their bills until you figure out now to fix the problem. Paying good money for bad service is not sitting well with us and MANY others if you have read this string of messages.

BevH