cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
panicp
Occasional Contributor
Occasional Contributor

Ongoing, Unacceptable and Pathetic EPL "streaming" service

Unfortunately, it is clear that many Optus sports subscribers are subject to an ongoing pathetic, constantly buffering service with a MAXIMUM 720p on Optus sport EPL.

We are being absolutely and utterly stitched. There is no good response from the help - because they are simply NOT ABLE to help. That's because the Optus infrastructure is patently inadequate and has shown no sign of improvement in 3 seasons. 

Please email the Premier League and make them aware of the ongoing pathetic lack of service offered by Optus. There is NO WAY Optus should ever be allowed to provide EPL to Australians ever again. Please feel free to copy my letter as a template but edit it as you feel appropriate. This nonsence service cannot continue:

Optus disallow emails but send to info at, and supporters at permierleague dot com

Dear CEO of the Premier League, 

You sold the rights to the English Premier League (EPL) matches in 2015 to Australia sole "broadcaster" Optus. (I use the term “broadcaster” in the loosest possible terms). I used to live in Manchester and am a keen supporter of United, and my only option to watch the EPL is via the Optus streaming service - only available via mobile device/tablet. There is no other direct TV option to watch full matches as you would know.

 

I live in Perth, Western Australia and I want to make you aware that despite a satellite broadband service at a reasonable speed of 25Mbps (and after much testing and checking ruled out the ISP as a culprit), attempting to stream matches via Optus is appalling. They are simply unwatchable. Buffering takes place every 5-10 seconds or so during a first half, getting marginally better in the 2nd half. I have hours of video footage of my attempts to watch games via their app which highlight just how pathetic this service is.

 

Like many others, I have contacted Optus on many occasions and tried all their "technical solutions" with no improvement. In addition, this appalling service is broadcast in 720p format MAX. The only other choice is standard definition - which invariably becomes the only format to watch a match that doesn't constantly buffer every few seconds.  Not even in their 3rd season of “broadcast” do they offer Australians the luxury of FHD 1080p. Given most people around the world are now able to access the EPL in a minimum 1080p format and mostly in 4k, sadly, Optus continues to operate a precariously sub-standard infrastructure which patently is unable to cope with even the lowest 720p definition broadcasts and a not-fit-for-purpose help service/forum. I have attempted to have Optus address my concerns directly, I have never received a satisfactory response.

 

Quite honestly, I and so many other Optus subscribers are completely over this. We cannot properly watch the EPL with any sort of continuity and the Premier League should know that although you might have sold the rights to the highest bidder, when compared to the previous broadcaster Foxtel, Optus are quite frankly an amateur small-player organisation who got lucky despite a knowingly inadequate infrastructure. The PL could and SHOULD have investigated the ability to appropriately deliver the EPL at the time the contract was awarded, but unfortunately, that opportunity has been lost. Might I strongly urge the PL to now fully and comprehensively enact due diligence to the fans who now fund the Optus bid and, thoroughly investigate and report on the service that average Australian EPL fans receive. It is appalling amateurish by any modern standard: perhaps even the briefest glance at their “yescrowd” forum might give the PL a clue about the sheer number of complaints on the Optus forum demonstrating the abject frustration with their service?

 

The rights may have been decided by a blind bid, but surely the PL should be able to intervene when a bidder cannot deliver even a basic service? A service which has shown NO sign of improvement, whatsoever, over the duration of their contract and which is demonstrably and perpetually poor.

 

As mentioned above, I have hours of evidence of this amateur service from this season which, if you are interested, i can happily make available to you. I’m sure thousands of other Optus subscribers could do likewise. Now despite the fact many people are jaded and brow-beaten by Optus, I genuinely hope somebody at the Premier League, somebody takes a formal and functional interest in this complaint - because surely the PL has a duty of care over the experience of average punters at the hands of your choice of provider? I would find it breathtaking if the PL was not able to intervene or at least sanction such poor performers with being disallowed from future bidding.


I am happy to offer you formally recorded and dated video recordings of my personal experience. Please contact me regarding this - I will happily demonstrate my experience to you live over zoom.

On behalf of all Australian fans of the EPL currently being mis-served by Optus, I really hope the PL reviews this letter with the gravity that it deserves.

 

Best wishes,

 

Tags (3)
7 Replies
Tuong_YC
Moderator
Moderator

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

Hey @panicp, its not great to see you feel this way. I have best using Optus Sport for quite some time watching the Premier League and have no issues myself and checking the engagement for the streaming, there don't seem to be any long standing issues with the connection.


However in saying that though, perhaps your connection via the satellite is causing some variables with your quality. We would be more than happy to look into your concern and assist in the best possible way. If you could please send through your reference number for the issue raised onto our 24/7 Messenger Teams available on the Optus App we will get back to you with an update


Just in case you were not aware as well, Optus Sport is watchable through Smart TV as long as the software is up to date and the model modern from 2016 onwards.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

panicp
Occasional Contributor
Occasional Contributor

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

Hi,

I have already tried watching through my TV using the Optus app

(Matches are streamed in 720p on Samsung TV. You can watch Optus Sport via certain Samsung TVs. To check whether your Samsung TV is supported, click here.

  1. Press the Smart Hub button on your TV remote
  2. Select Apps
  3. Search for Optus Sport
  4. Download the App
  5. Log in using your Optus Sport username and password_


The feed is just as bad if I try to connect via broadband or 4G. (It's not my broadband connection). I can easily stream FHD and 4k movies from netflix, Amazon and Stan via NBN satellite or 4G.

Are you actually admitting that anyone trying to connect to Optus sport through NBN satellite broadband might have a general problem connecting via that method?

You still only offer 720p maximum resolution even after 3 seasons. I note you sell a satellite service as follows:

You will need an eligible Optus service (please check service availability and coverage at your address), with an active Optus Sport subscription to watch the Premier league via Optus Satellite.

  • An additional $20 monthly subscription fee applies for a Satellite connection and a $250 installation charge applies
  • You may also need to pay $15/mth for your Premier League subscription on selected Optus plans
  • Min cost over 12 months being $1,030 (incl. $30 Mobile plan and Premier League subscription) 

Is this a joke? You honestly expect people to cough up this amount of cash given the literally appalling service offered simply to access 1080FHD? That was offered by FOXTEL as part of the service. You honestly have to be joking.

I'm over this service. You just cannot polish a t**d.

I can only hope the Premier League acts on behalf of EPL supporters rather than an utterly no-fit-for-purpose sham broadcaster like Optus.

Honestly, it embarrasses Australia.

0 Kudos
Reply
Jon_Conner
Occasional Contributor
Occasional Contributor

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

Streaming services are going o struggle with the latency though the NBN birds. It's also unfortunate that you need a Fetch to get the good quality stuff which apparently is the only service outside Sat that does 1080p50.

The Cheapest Fetch is ~$130 from the Fetch eBay Store which is sounds like you wouldn't want to go down that path anyway. (Note: Do not buy second hand off the like eBay they could be bricked)

They are in the second Contract with EPL so they (EPL) are satisfied with the first 3 years if they are to hand it back to them for another term.

Chrome Cast Streaming does look miles better than 2 years ago though.
0 Kudos
Reply
Renegade197000
Occasional Contributor
Occasional Contributor

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

The new fire tv lite is really good for Optus sport and very smooth.

I wish it was in 1080p, I can't seem to ever get an answer as to why we can't get a 1080p stream outside of fetch

I'm not expecting the mods will answer that question.

The fire tv lite is only$49
0 Kudos
Reply
Steven_YC
Moderator
Moderator

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

Hi @Renegade197000 - I've replied to your other thread here. It's currently viewed in 720p and we are yet to hear if this will be upgraded. I've passed on the feedback for you though.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

Renegade197000
Occasional Contributor
Occasional Contributor

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

Thanks Steven

I think the team has received so much feedback that customers would like 1080p streaming. I think it's going to fall on deaf ears.

I can recommend The new Amazon fire TV light . The 720p stream is quite good and smooth because it has automatic frame rate matching. Even highlights in 25 fps play fine.
0 Kudos
Reply
Jon_Conner
Occasional Contributor
Occasional Contributor

Re: Ongoing, Unacceptable and Pathetic EPL "streaming" service

If they want to keep bandwidth down they could encode it in HEVC or even VP9 for the 1080p streams. VP9 would not work with Apple products but that is there fault.

0 Kudos
Reply