Some StarHub users were unable to watch the English Premier League (EPL) broadcast on Saturday (Aug 12) on the season’s opening weekend, with angry customers taking to social media to vent their frustrations.
Many subscribers said they were unable to log into the StarHub TV+ service and posted a photo of a “504 Gateway Time-out” message.
In response to a user on the social media platform formerly known as Twitter, StarHub said at about 8.20pm that it is aware that some new TV+ customers are experiencing log-in issues accessing the service for the first time.
“Existing TV+ customers can access the service,” it added. “We are sorry for the inconvenience caused and are working hard to rectify the matter.”
However, some replied to StarHub’s post to say that existing customers are experiencing issues as well.
“I’ve been a customer for years and I can’t access it either. Feels pointless to pay for the (Premier League),” a user wrote on X, Twitter’s new name.
Another football fan said: “Thank you for ruining our EPL opening day of the season. What nonsense is this?”
StarHub’s Premier League broadcast on the opening weekend last season was also marred by issues. Many complained about broadcast lags, freezes on their screens and poor-quality video and audio.
In response to CNA’s queries on Saturday, StarHub said: “We are aware that some of our new and existing customers are experiencing log-in issues with the TV+ service.
“We have provided a workaround for these customers. All our other customers continue to be able to access the service smoothly.”
Saturday’s Premier League action kicked off with a match between Arsenal and Nottingham at 8pm Singapore time, having been delayed by 30 minutes after problems with an e-ticketing system left thousands of fans stranded outside the Emirates Stadium.
“StarHub, it’s half time and 2 goals scored. The only score I’m seeing on my screen is 504 Bad Gateway. Why???? Why must it be like this every season????” said a subscriber.
Another customer commented on a StarHub Facebook post: “This is ridiculous. Zero service recovery last season despite multiple failures to deliver a stable, reliable stream of the English Premier League … Pre-season was a long two months and yet the same issues have not been resolved. Absolutely absurd.”
StarHub announced in February last year that it would be the official English Premier League broadcaster in Singapore for the next six years, starting from the 2022-2023 season.
Singtel previously held Singapore broadcast rights for the Premier League for 12 consecutive years.
