‘Not live’: EPL fan takes Optus to ACCC

Optus’s EPL headaches threaten to worsen, with doubts raised about its capacity to provide a premium ­service.

Optus’s English Premier League headaches threaten to worsen, with doubts raised about the telecommunication company’s technical capacity to provide a premium ­service.

With the company facing a barrage of criticism over its coverage so far, some customers have accused Optus of misleading the public with its claim to provide live coverage.

Customer David Feeney of Sydney has complained to the Australian Competition and Consumer Commission that Optus had breached the commission’s “false and misleading” provisions by advertising the Eng­lish football broadcasts as “live” when they were consistently delayed 45 to 60 seconds.

“I just want the games to be shown live,” Mr Feeney told The Australian. “It’s completely unacceptable, this is the most popular sport in the world.”

He said an online chat group with friends in Ireland in previous seasons was no longer possible during games because of Optus’s streaming delay.

“It just kills the enjoyment,” he said. “My friends celebrate the goal that’s just been scored and I won’t see it on my screen for a whole minute. Sports have to be live, and Optus just doesn’t have the ability to deliver it live as ­advertised. I have to just sit on my own watching the game with no mates and no social media — you can’t talk to anyone during the game. I’m extremely ­frustrated.”

This weekend is shaping up as a key test for Optus with a blockbuster match, Manchester City against Manchester United, and the telco updating its EPL app to improve performance.

An Optus spokeswoman acknowledged “teething problems” and complaints from customers. She said the delay was inherent in the technology.

“In terms of slight delays, new platforms that deliver ‘over-the-top’ video content via broadband and mobile networks need to be digitised to ensure quality and security,” she said.

“This adds time on top of the traditional terrestrial and satellite broadcast. This is consistent with the viewing experience on other web-based or app content services operating in Australia. We know EPL fans are passionate and we will continue to welcome feedback from them to ensure they have a great ­experience.”

Optus took the EPL rights from Fox Sports Australia earlier this year for an estimated $189 million after Foxtel held the local EPL broadcast rights for 18 seasons. Fox Sports Australia is owned by News Corp, publisher of The Australian.