“Error”, “Next attempt in a second”, “A technical problem has been detected”… Access to the MyCanal application, on smartphone or connected television, was greatly disrupted on Tuesday evening, in full broadcast of the PSG-match. Juventus. For many subscribers – although it is not clear how many – it was simply impossible to connect for much of the game. With a monthly subscription costing at least 20 euros, the pill is hard to swallow. And logically the question of compensation arises.
“Are you planning compensation or not @myCANAL? Because there it is abused not to be able to see a match like yesterday ”, lamented this Wednesday a certain Vianney, on Twitter. “Compensation necessary”, asks another Internet user, on the same social network. “For 5 days, no more TF1 on MyCanal. Tonight, Champions League: black screen on MyCanal. Wonderful comeback. Of course, I hope that there will be compensation from Canal, ”also writes Yves.
In its general subscription conditions, a kind of contract signed between the subscriber and the platform when subscribing, Canal + provides for “reimbursement or return within fourteen days of the proportional portion of the price and all the advantages corresponding to the period during which the digital content or service was non-compliant”. According to this clause, subscribers to MyCanal should therefore be able to claim compensation. Of how much ? Contacted, Canal + was not available to answer our questions this Wednesday morning. With AFP, Frank Cadoret, deputy general manager of the Canal + group, only explained that the channel was going to make “the appropriate commercial gestures according to their offer”.
A precedent with RMC Sport
Highlighting a “strong crowd”, Canal + acknowledged Tuesday evening difficulties in connecting to MyCanal, inviting its users “to wait a few minutes in order to avoid too many simultaneous connections”. In the end, thousands of users, at least, could not connect to watch the match between PSG and Juventus live.
In 2018, RMC Sport had experienced a similar technical problem when broadcasting the first matches of the Champions League, including a Liverpool-PSG, via the application. From its first communication, the Altice group had announced that the first month of subscription would be free “to all customers affected by the malfunction”.