StarHub says its network not tuned to handle surge of concurrent users

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StarHub says its network not tuned to handle surge of concurrent users

SINGAPORE: Preliminary investigations by StarHub indicated that its network was not tuned to respond to the sudden surge of concurrent users after a number of issues reported by customers over the telco's broadcasts of the football Premier League season's opening weekend.

Angry football fans had taken to social media since Saturday Aug 6 to vent their frustrations, noting issues such as broadcast lags, freezes on their screens and poor video and audio quality.

Some users said they were unable to log on to the StarHub TV app.

In response to CNA's queries on Monday, StarHub said that the sudden surge of concurrent users had triggered error messages on some customers' devices and affected broadcast quality for them.

When asked by CNA, StarHub did not address the issue of compensation for affected users.

There were fewer reports pertaining to the OTT streaming of Premier League matches on Sunday.

It said that it was heartened that many of the teething issues encountered by customers on August 6 were resolved for Sunday's games.

However, StarHub said that they will continue to work hard to address technical issues faced by some customers and improve viewing experience.