Angry customers complain about Toggle service after World Cup streaming glitch on Tuesday

Sweden's midfielder Gustav Svensson (left) fights for the ball with Switzerland's forward Xherdan Shaqiri during the World Cup 2018 round of 16 football match between Sweden and Switzerland at the Saint Petersburg Stadium in Saint Petersburg, on July
Sweden's midfielder Gustav Svensson (left) fights for the ball with Switzerland's forward Xherdan Shaqiri during the World Cup 2018 round of 16 football match between Sweden and Switzerland at the Saint Petersburg Stadium in Saint Petersburg, on July 3, 2018. PHOTO: AFP

SINGAPORE - Angry football fans flooded Toggle's Facebook page with complaints after the streaming service broke down at a crucial moment in a match late Tuesday night (July 3).

About an hour into the match between Sweden and Switzerland, which started around 10pm, the stream from the Mediacorp service froze - and did not recover in time for users to witness the single goal of the game by Sweden's Emil Forsberg at the 66th minute.

About 50 posts on Facebook lambasted Toggle for the breakdown, with several also criticising the customer service and demanding refunds.

One user even threatened to report the matter to Case, referring to the Consumers Association of Singapore.

User Ong Ai Ghee, 41, told The Straits Times that she and her boyfriend had subscribed to the service at about the half-time mark of the game. They later found that Toggle could not stream on any of their devices.

“We were not able to even finish the second half of the game, and missed the only goal of a rather boring game,” she added.

Ms Ong and other fans were also upset at what they saw as an attempt by Toggle to “cover up” the damage on social media.

A post that had received more than 60 “angry” reactions and 200 comments seemed to have been hidden or pushed down Toggle’s Facebook feed.

Toggle clarified in a Facebook comment that they had not taken down the post.

In a statement pinned to its Facebook page Wednesday morning (July 4), Toggle apologised for the streaming issues.

"We have fixed the problem and are working to ensure that we stay on track throughout the next match between Colombia and England at 2.00am," the post said.

 

Some users, however, continued to experience problems. Facebook user Kevin Chai commented on the page on Wednesday morning: "It's the same problem now with England-Colombia. Thanks for failing me. What a load of rubbish!"

In a second statement posted on Facebook on Wednesday evening (July 4), Toggle said the problem occurred around 11.15pm and that it was fixed before midnight.

“By then the game was over and customers were disappointed,” it said, adding that it would be giving World Cup subscribers $10 off their subscription charge as a gesture of goodwill. 

“We fell short of the standards we set for ourselves and of our commitments to our customers,” it said.

Toggle said there were no streaming issues during the England-Colombia match and promised to “do better”.