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.

[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!

[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.

[Oma52]

As it’s still an ongoing issue, with a ‘future fix’ maybe telus should be giving us a credit on our bills, until this issue is fixed???

[Trish807]

It would be nice but I don’t think that will ever happen.

[swampcritter2]

Trapped in Stingray, like everyone else here. Very annoying.

[punkieblu]

Yes, I'm experiencing the same issue now for over a month. Also when the music is selected it changes it within seconds to another song every time. It's like it stutters and goes to a different song.

[punkieblu]

Yes, it seems a lot of us are having the same issue.

[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.