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Re: AFL live app not working on my IPAD???
App now working. Well done Telstra! Probably shouldn't have happened, however, credit where it's due in resolving the issue to my (and other peoples) satisfaction and relatively quickly. Good work!
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
As per the terms, under our digital rights agreement with the AFL, broadcasts are restricted to the screen devices upon which they are sold (ie: iOS and Android phones and tablets) and current screen size.
Live match video on mobiles and tablets will be a maximum of seven inches diagonally. There is no restriction on the image size for match replays and highlights 12 hours after the match conclusion.
Airplay Mirroring and any form of external video output of streamed content is not permitted and is not provided as part of any AFL Live Pass.
Thanks
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Hi @LocoLobo
Thank you for your enquiry and my apologies for any issues you're experiencing with AFL Live Pass.
Have you updated the AFL Live App to the latest version available?
Thank you
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Hello there @dmewett
Sorry to hear you're having problems accessing the AFL Live app on your iPad Pro.
What sort of specific error messages, technical difficulties are you experiencing?
Please let me know
Regards
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
16 June 2018 - Have just updated the recent AFL live app and find out that it is not working on my Ipad2 IOS 9.3.5 - which is still current according to crowd support information.
When I access the live video, I am completely thrown out of the app !!!!
I am really disappointed as I have used this App successfully in the past. I use this to keep up to date with the AFL while on holidays.
Hoping this is just a glitch with the new update. I have been a Telstra customer for many years and hope the customer service for this problem is going to be a positive one. Would appreciate a prompt response.. Thank you
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Re: AFL live app not working on my IPAD???
Hi @WF2
Thanks for your post and I am sorry for the trouble since the most recent update. We have heard a few reports and we are working with the App team to identify the cause.
We can try some troubleshooting firstly, to see if this resolves the issues.
I'd recommend attempting these steps
• Please completely uninstall the app, restart the device & then redownload
• Please make sure you have location settings turned on & allowed the AFL Live app to use your location
• Disable any VPN, Airplay or Chromecast services on your device.
In most cases, if you're having any difficulty streaming, I'd recommend attempting the steps here as this will help resolve most issues you encounter.
If you still encounter an issue, can you please provide the below details to help us assist you?
How exactly did you subscribe? (In app purchase, AFL.com.au, Club Digital membership or our 2017 AFL Live Pass Offer)
Do you encounter an error message? If so, what is it specifically?
Device:
OS Version:
Service Provider:
ADSL, Cable, NBN or Mobile:
Location:
Let me know how you go and we can assist you further.
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Thanks for the feedback and we will continue to investigate the cause. We will provide an update as soon as we can.
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Re: AFL live app not working on my IPAD???

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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Hi Jesse
I raised this problem last Friday and received a "we're looking into it" response. I'm still waiting for an explanation and a timeline to address the problem. The problem with older iPad access is clearly the result of the updated App. The same thing occurred earlier in the year with a previous App update - it's very frustrating that this error has now occurred twice. Will affected users be credited refunds given there was no live streaming over the weekend? I'd be grateful for a meaningful response from Telstra detailing an expected timeline for resolution. Thanks.
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Re: AFL live app not working on my IPAD???
not accepting linked account
splash screen with sorry message
incorrect statements about Telstra ID (home broadband not allowed) sorry my Telstra ID includes multiple mobile services
just not good enough... it was bad enough when Telstra stopped having full screen on Ipad, but this is just useless
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Re: AFL live app not working on my IPAD???
Hi @dmewett
Thanks for your message.
We are aware that the updated AFL app is causing some issues with certain devices running older versions of iOS.
Our Technical team are investigating.
When we hear back from them, we will update CrowdSupport.
Could you please let me know what sort of device you are using ?
Device / Model / OS
Thank you again
Regards
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
Hi Mic,
Specs as requested below.
Device / iPad
Model / A1430
OS / 9.3.5
Was working until last update on 15th June.
Looking forward to a solution. Cheers.
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
My IPad cannot access live matches. Just blanks out when attempted. All other services appear to work ok
has been working OK after problems earlier in year
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Re: AFL live app not working on my IPAD???
Hi @bbruce,
Thanks for getting in touch with us.
We are aware that the latest update is causing some issues with certain devices running older versions of iOS.
Our Technical team is currently investigating this.
When we hear back from them, we will update this post.
I'm sorry for any inconvenience.
Regards
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
Michael
We've been receiving the same response for a week now. No timeline for fixing the problem. Very disappointing and not good enough from a customer service perspective. The same problem occurred earlier in the year and was fixed within a week. Are Telstra going to follow Optus's lead and give customers who are not receiving a service they paid for a refund?
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Re: AFL live app not working on my IPAD???
Hi @Stu_7
Thanks for your message.
We are still waiting for response from our Tech team.
This post will be updated as soon as we hear back.
Thanks again
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
Michael
Thanks for the reply. However, it's just more of the same. I'd get fired if I kept providing this type of my response to my boss and customers when problems arose. Perhaps you could get someone from the "technical team" on here to explain the problem and most importantly expected timeline for resolution? No response on a refund? That's now 2 rounds without live access. I appreciate it's not your fault Michael. However, its' simply not good enough...
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Re: AFL live app not working on my IPAD???
Michael
Don't bother with the generic responses as they are simply a waste of time. Please stop "waiting" for the technical team to respond and proactively escalate this issue internally, in order to have it fixed asap and address my previous questions regarding a refund. Myself and other Telstra customers affected should receive a better level of customer service. It's evident that no-one at Telstra has any clue about good customer service. Myself and other customers will be voting with our feet. Have a look at Optus's response to their streaming problems earlier in the week - that's a customer focussed response! Perhaps, Telstra should consider doing something similar. I won't hold my breath....
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Re: AFL live app not working on my IPAD???
Hi @Stu_7
Thanks for your message.
At this stage, the issue will not be fixed before the end of this round.
Our Tech teams are currently investigating and we will provide an update as soon as we can .
Regards
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Hi @deblarko,
Thanks for your message.
We are still working on the issue with older devices running older versions of iOS9 not being able to access live streaming.
You are able to use your subscription on other supported devices you may have.
The AFL app still works on other iOS devices that are running iOS 10 & 11.
When we have an update on the situation, we will update this thread.
Thanks again
Regards
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
I have operating system 9.3.5 on my iPads but both have developed the same problem in the last month or so. Each time I tap the watch live the website shuts down. Why is this??
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Re: AFL live app not working on my IPAD???
Hi @deblarko
As you can see in my previous message to you, I explained that the update to the AFL app is causing some issues with certain devices (such as your iPads) that are running iOS9 9.3.5.
As soon as we know more about the issue we will update this post.
Thanks again
Micheal @ Telstra
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Re: AFL live app not working on my IPAD???
Thanks for your quick reply but it doesn't help me much at present. I paid $89 or $90 for this access for the season but I can't watch any games. If my iPads won't work because of changes made by your organisation then I should get my money back. I actually want what I paid for but if it can't be delivered then a refund would be the only fair action.
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Re: AFL live app not working on my IPAD???
Michael
Another round of football about to start and still no live streaming... It's now been 2 weeks since the problem was identified with the upgraded version of the App for older iPads. No further updates from you nor the technical team. It's really a pathetic excuse for customer service! The same problem was fixed within a week earlier in the year. Can you at least please give me a contact at Telstra who I can escalate this issue to and request a refund?
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Re: AFL live app not working on my IPAD???
Hi @Stu_7
All support for AFL Live Pass is done here on CrowdSupport.
The technical team is actively investigating the issue impacting older devices running iOS 9.3.5 and hope to have a resolution soon.
We will update CrowdSupport as soon as we can with further information.
You can still access the AFL Live App on devices running iOS 10 or 11.
My apologies for the inconvenience.
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Re: AFL live app not working on my IPAD???
After having the same issues earlier in the year, l contacted Telstra by phone. After getting the run around by Telstra support and crowd support and threatening them with the telecommunications ombudsman, I got my money back. As they couldn't put money into my Apple Store account, I sent them my bank account and the money turned up about a week later.
i am now happily with Foxtel now, streaming through my iPad and Apple TV, with no problems, for $39.95 per month with no lock in contract.
Maybe it's time for others to try this tact.
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Even if they manage to fix AFL Live this time round, at some point support will have to be withdrawn for the older devices (usually at Apples insistence as they control what goes on their app store).
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Re: AFL live app not working on my IPAD???
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Re: AFL live app not working on my IPAD???
Hi @GraHarr
Thank you for letting us know.
For other users, we have updated CrowdSupport here: https://crowdsupport.telstra.com.au/t5/AFL-Live/iOS-9-Streaming-Error-Fix/td-p/767081 to advise that this issue has been resolved.
We appreciate your patience.
Thank you
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