Video Error

[Natedawgg]

It is currently 19:00 on a Saturday night. Since the beginning of the 4th quarter of the Giants Tigers game, I cannot access any video.
What is going on? This has been happening far too often for a service I pay hard earned money for.
Is thus a problem for everyone? Is something wrong? When will it be fixed? Will I be able to watch any football for the rest of the weekend?

[Smeds]

Exact same problem here. Looks like it’s gone down for many people.

[Natedawgg]

Let's hope they fix their **bleep** quick sticks.

[aaron_h · Accepted solution]

Hello @Natedawgg

Apologies for the issues accessing your Live Pass

There was a technical issue that was impacting some video playback services across AFL, NRL and FFA last night. 

This issue has been identified and resolved and should not impact any of the sports live streams today. 

Apologies again for any inconvenience

[SamG2637]

I’m in the USA and subscribed to AFL love to watch replays of games. I subscribed 3 days ago and haven’t been able to access anything at all. Every time I try to watch a get a “Video error” message. I’ve tried on several different devices.
Help?!

[aaron_h]

Hello @SamG2637

The agreement Telstra signed with the AFL is for an AFL Live Pass to be available to customers in Australia or New Zealand only.

If you are in the USA, you do not have access to Premium content.

I suggest requesting a refund in the store you purchased your subscription in:

iOS Users with an In-App subscription go to: https://tel.st/ny8ql 
Android Users with an In-App subscription go to: https://tel.st/fkkkg 

There is a way for AFL fans to access the footy outside of Australia, check out https://tel.st/pgv3l

(Please note watchafl is not associated with the AFL Live Pass)

[SamG2637]

I purchased it through the AFL Live app in the Apple App Store. The link you supplied enables me to cancel further charges but not to get a refund for amounts already paid. There’s no indication in the App Store or within the app that the subscription only works within Australia. Why on earth would the subscription be made available through the US Apple App Store if it cannot be used outside of Australia?

[Kjorg]

Hi @SamG2637

The AFL Live App is available worldwide, however as per the terms and conditions that you accepted upon subscribing, premium content (live vision, full match replays) are only available within Australia and New Zealand to subscribers. 

You will need to contact Apple/iTunes directly to request a refund as we do not have access to their systems to assist further. 

Apple Support: https://tel.st/zz3mv

[SamG2637]

Really, seriously? You put the onus on the customer to weed through and discover that clause in the long contract of terms and conditions without just notifying them up front? Why would I even think such a condition exists?? Any app knows the country of the user and can very, very easily determine that they’re outside Australia. It’s a very simple matter to either block the subscription or at minimum, notify the user that the video will be unavailable before taking their money. Honestly, shame on you for suggesting otherwise.