SINGAPORE: StarHub stated on Monday (Aug 8) that preliminary investigations indicated that its community was “not tuned to react to the sudden surge of concurrent customers”, after clients reported a number of points with its Premier League broadcast on the season’s opening weekend.
Indignant soccer followers had taken to social media since Saturday to vent their frustrations, noting points corresponding to broadcast lags, freezes on their screens and poor video and audio high quality.
Some customers additionally stated they may not go surfing to the StarHub TV+ app.
In response to CNA’s queries on Monday, StarHub stated: “Preliminary investigations point out that the community was not tuned to react to the sudden surge of concurrent customers. This triggered error messages on a few of our clients’ gadgets and affected broadcast high quality for them.”
When requested by CNA, the telco didn’t handle the problem of compensation for affected customers.
It confirmed that the problems have been remoted to the OTT, or over-the-top, streaming of the Premier League; and that their Web Protocol TV (IPTV) service remained “strong all through”.
“There was clean broadcast at our ‘reside’ group screening at Our Tampines Hub, which was delivered through IPTV,” stated StarHub.
The corporate added that there have been fewer experiences referring to the OTT streaming of Premier League matches on Sunday.
“We’re heartened that lots of the teething points encountered by clients on Aug 6 have been resolved for yesterday’s video games,” StarHub stated.
“Nonetheless, we are going to proceed to work arduous to deal with technical points confronted by some clients and enhance the viewing expertise.”
