Very, very seldomly incorrect
- 7 Apr 2000
- Reaction score
Aston Villa apology and statement ahead of tonight's match!
We’d like to apologise to fans for our AVTV Live coverage of the Wigan and Ipswich games so far this season – and to explain the situation that has arisen with the service.
Unfortunately, the problems we have faced have been out of our control as we are reliant on various best-in-class providers who have struggled to deliver a complex cross-party solution on behalf of the EFL.
It’s fair to say the service is nowhere near where we’d have liked it to be at this point in the season but there have been some extenuating circumstances.
First off, we’ve been struggling to keep up with EFL regulation changes. For example, we have been asked to support a range of new products, like domestic midweek live streams and a new international video offering of all matches to certain territories.
This has meant the EFL have engaged a set of suppliers to take a more active role in our live stream service.
They are now responsible, for example, for adding in-game graphics, scores and a match clock – and this is currently causing issues for all feeds we’ve offered.
When this service has faltered, we’ve had to swap to a ‘clean’ feed of the game where the graphics are removed.
This is far from perfect but proves to be the best way to maintain coverage of the game.
Issues with the graphics meant we lost the supply of all video for approximately 10 minutes of the stream against Wigan.
This was a universal loss and was in no way related to individual circumstances. All users who had an active subscription for that service will be refunded an appropriate sum over the coming days. This refund will be automatically applied to your account and you do not need to contact us directly.
As many of you will have experienced, we have also suffered an audio/video sync delay of several seconds as the feed is passed between suppliers before reaching fans' devices.
This is unacceptable to us and we are in constant communication with the EFL and their supply partners to get these issues addressed.
The EFL are currently working to provide a fix for the audio/video sync issues but, with still no specific resolution date confirmed, we have elected to switch to a clean feed for both the Brentford and Reading matches.
We do please ask for your patience while we work through this difficult period with new suppliers. Where we do not offer a great experience, we will look to offer refunds to those affected.
Our video support service (AVTVSupport@streamamg.com) remains our primary point of contact for all technical issues during the streaming periods and they will try to respond as quickly as possible when called upon.