iFollow issues

[tokyovaliant]

I’ve had no response from them yet.

Has everyone else had a reply/refund?

[Tone]

I’ve had no response from them yet.

Has everyone else had a reply/refund?

 

I got a reply from a good guy I have dealt with before. His answer was not satisfactory, in that it said they have identified and rectified the problem. That is not a resolution as far as I am concerned. I expect compensation and am willing to donate it to charity.

 

Interesting fact. I played the full match video replay yesterday. It freezes at exactly the same point it did live. The extended highlights have perfectly edited and synced commentary. What will it take for them to sync the commentary in real time? They are a big company which specialises in live feeds. This would not happen in the NBA or NFL.

 

The EFL could care less.

[Tone]

The fertiliser will hit the fan blades when a whole load of UK based Vale fans pay 10 quid to watch the first midweek away game at Carlisle on Tuesday 21 August. When it screws up, one way or another, there will be mayhem.

[Tone]

Max has shared an EFL update. Sadly the EFL have failed to say how they will compensate those of us that paid $140 for an annual pass. We deserve a 10 quid refund, too, at the very least.

 

https://www.port-vale.co.uk/news/2018/august/ifollow-issues/

[Danish Valiant]

The audio was a problem last season as well. You had to change the feed every 5-10 minutes, to keep it in sync. It then ever so slowly, went out of sync and you had to re-load it. I told them about it many times, they just send a standard reply, that they knew about the issue and was working to fix it. They never did, and the issue was the same the entire season!

[Tone]

The audio was a problem last season as well. You had to change the feed every 5-10 minutes, to keep it in sync. It then ever so slowly, went out of sync and you had to re-load it. I told them about it many times, they just send a standard reply, that they knew about the issue and was working to fix it. They never did, and the issue was the same the entire season!

 

It was bad enough when it was just the crowd noise and the ref's whistle. Now we have the Radio Stoke commentary and it is just impossible when it is not synchronised. I am still in touch with them on this issue.

[bookworm]

fortunately I haven't a clue what this thread is about being dumb where technology is concerned does have it's advantages.

[Paul6754]

I received this e-mail from EFL today, gonna follow up!!

 

"Hi Paul,

 

Thank you for your email and sorry to hear you have experienced difficulties.

 

There may be a number of local issues that are causing the technical issues you are experiencing and we would certainly advise that speaking to our iFollow support team would be beneficial here.

 

Please contact NeuLion, our partners who operate the iFollow system on behalf of the EFL. They have a dedicated specialist support team you can reach via [email protected] or alternatively, you can call them on (UK) +44 (0)20 7826 4577. Also you can access the 'live chat' option (daily from 8am). Please visit your club website, where you can find a small ‘chat bubble icon’, at the bottom right of your screen.

 

Clicking this will open a live chat with one of our specialist advisors, who will issue relevant technical advice for you. The chat service is available on club websites from 8am - 10pm, Monday to Friday. On Saturday match-days from 3 hours prior to kick-off to 3 hours post final-whistle.

 

They will also deal with any refund requests accordingly.

 

Thank you for contacting the EFL.

 

Regards,

 

Jessica Crook

 

Supporter Services Department

 

EFL"

[Paul6754]

It was bad enough when it was just the crowd noise and the ref's whistle. Now we have the Radio Stoke commentary and it is just impossible when it is not synchronised. I am still in touch with them on this issue.

 

Wouldn't be so bad if the commentary is behind the video, obviously it would be best if it is synched,

 

Tone, I hope these are teething issues since they've added commentary and all will be fine soon, especially since the video alone worked OK last year after a few early hiccups.

 

I've asked for a refund for the one game but the problem is they hold all the cards, a total refund means no video or commentary whatsoever unless an IT expert knows something different. It's mega frustrating.

[bugsnoffer]

I have had no response from iFollow about these problems so I contacted Vale and got a nice response from Max McLellan however again saying they are waiting for iFollow to update them. I think at this point we make sure everyone knows how bad it is - then someone with a bit of leverage might be able to get something done

[bugsnoffer]

The audio was a problem last season as well. You had to change the feed every 5-10 minutes, to keep it in sync. It then ever so slowly, went out of sync and you had to re-load it. I told them about it many times, they just send a standard reply, that they knew about the issue and was working to fix it. They never did, and the issue was the same the entire season!

 

I hate hearing the cheer 10 seconds before the goal was scored, had to turn audio off completely and listen in silence

[tokyovaliant]

Finally got a reply today. Absolutely pathetic:

 

Hello,

 

Thank you for contacting iFollow support.

 

We are aware of the technical issues that occured.

 

However we cannot offer a refund on just that particular game.

 

Should you wish to cancel your subscription we can do that for you offering a pro rata refund as per terms and conditions.

 

 

regards,

Rasal, IFollow support

[Heatwave]

If they're hoping to widen the audience to UK based fans, they're going the wrong way about it. Get the solutions in place, be suitably contrite and maybe they'll succeed. But until I hear better accounts of IFollow's service I won't be parting with any cash.

[toyahw]

Not good Sat., but a bit of a sense of perspective is required. Watched 46 plus matches last season and it was mostly fine. At >3 euro a match, I felt I got more than my money's worth. And thoroughly enjoyed it. Hopefully they fix the glitch for Sat.

 

I just really do not want commentary. Preferred just synched crowd noise.

[Tone]

They couldn't sync the crowd noise throughout last season. You'd think this stuff was all cutting edge for them. They've been streaming sport in the USA for a bunch of years. It's pathetic.

 

Replies from the likes of "Rasal" are from outsourced operators.

 

The only person I have had correspondence with this season who actually knows which way is up, is a guy named Dean Hale. Last year it was Andreas Nyberg (who also spoke to me by telephone). The rest just "cut and paste" stock answers.

 

They cannot get away with refunding purchasers of single match passes and not do something, anything, for annual subscribers who have paid $140.

 

Max McLellan is doing his best to get answers and he is our best bet, since the club has at least some leverage at the EFL. Ally Simcock has tried, too.