Spark stumbles at live stream of first big game

Spark says it will offer unhappy customers a refund after issues during the first weekend of the Rugby World Cup.

Yesterday’s matches were also to be simulcast on TVNZ’s free-toair channel Duke to ensure that viewers were able to watch the games.

Over the weekend, Kiwi fans were outraged with the lag time, choppy or pixelated images and slow response from Spark.

Anger with the streaming service boiled over on social media during the All Blacks v South Africa match, prompting the company to shift coverage to Duke.

Spark said it was working with its international partners to identify and fix the problem.

Customers who were unhappy with their viewing experience of the pool match were eligible for a full or partial refund. Those who purchased a tournament pass and wished to leave the service would also receive a full refund.

Anyone who wished to carry on with the service could receive a partial 15 per cent refund of their tournament pass price.

Unhappy customers who had activated a Spark Sport subscription via a voucher code could also receive a full or partial refund.

However, a spokesperson for Spark said yesterday the company was confident the issues that plagued live-streaming during the All Blacks v South Africa match would be fixed.

‘‘But if customers for any reason are unhappy with their stream, they will have the opportunity to watch on TVNZ Duke,’’ the spokesperson said.

‘‘This is in line with the commitment

‘‘. . . it is obvious that with an event like this, Kiwis expect better delivery.’’ Kris Faafoi Minister for Broadcasting, Communications and Digital Media

we made prior to the tournament to have established procedures in place via our partner TVNZ to provide an alternative means of watching matches should there be any concerns with Spark Sport’s streaming service.’’

Minister for Broadcasting, Communications and Digital Media Kris Faafoi said he was happy the company had provided an interim solution for fans.

‘‘We will let Spark go through their technical process before we make any further comment but it is obvious that, with an event like this, Kiwis expect better delivery than [Saturday] night.’’

Spark chief executive Jolie Hodson said she was disappointed some customers didn’t get the experience they deserved during such an important match.