New league, old problems: not even the time to start that the platform dazn is in the eye of the storm of football fans and supporters who have signed up for the season ticket.
Dazn, Lega Calcio and Consumers are asking for explanations
Ninety minutes with intermittent streaming, connection loss, low video quality and the network goes wild. “I felt like I was watching Italy-Germany in 1970“, is just one of the thousands of comments from a Dazn subscriber who watched the postponement between Roma and Fiorentina on his mobile. But the problems started already on Saturday with the first two league games: only in one case Dazn took on responsibility for inefficiencies, Inter-Genoa protests there were so many that the Lega Calcio also moved and asked the broadcaster for information. The National Consumers Union did not stand by and also intervened on the inefficiencies that occurred during the transmission of some matches by announcing a complaint to both the Antitrust and the Communications Authority. “If a good morning starts in the morning we go wrong! If it is true that everything depended on an overload, who knows what will happen when all the Italians have returned from vacation or during big matches like those of next September 12, when Napoli – Juventus and Milan-Lazio will be played.“, said Massimiliano Dona, president of the UNC.
What the user can do
First negative thing: you cannot ask for a refund in case of disservice. Streaming platforms such as Dazn, Amazon Prime and Netflix, for example, “they are not subject to any regulation apart from the Civil Code” explains Mauro Vergari a Republic, head of the Adiconsum Studies, Research and Innovation Office and one of the leading experts in the field of telecommunications. In practice, these companies are not required to comply with either an electronic communications code (as Sky and Mediaset, television operators must do) or the Consumer Code. The expert explained that there is no free conciliation to resolve disputes, no resolution establishing the rights of the customer in case of service not provided or provided in fits and starts. If a refund does come, it will only be Dazn’s “concession”, not because it is required to offer it.
What happens if the subscription is canceled
The only weapon in the hands of the consumer is the possibility of cancel the subscription at any time without the application of penalties. In this case, obviously, it will not be possible to see Serie A because Dazn is the only assignee of the TV rights of the Italian championship and the Lega Calcio did not demand technological neutrality in the announcement. No obligation, that is, to broadcast on satellite, digital terrestrial and streaming to meet the fans. Good news also for those who decide to move legally: companies like Dazn are subject to Civil Code. Article 1218 provides for the “compensation for damage“, in this case the return of part of the monthly subscription. But the legal way, however, is long: you have to send a registered letter to the company, wait for the reply and, in case of no reply or if this is insufficient, we you can turn to the justice of the peace for a few euros it is not the recommended way to take.
Differences between Dazn and Netflix
If they are both streaming services, why is there such a huge difference between Dazn and Netflix? To watch a series on Netflix we download the video and watch it without interruptions or buffering; a football match is broadcast live and, above all, is watched by hundreds of thousands or even more than a million people at the same time. From here “the funnel effect“: One hypothesis is that Dazn’s servers, inundated with requests, can’t send a good enough signal to everyone.”With Sky Go, which was Sky’s streaming service until a few months ago, disruptions weren’t as widespread. The sign that it is not so much a question of connection on the customer side, but of upstream problems that Dazn does not seem to have solved“explained Vergari.
The “hand” of the telephone operator
The fault, however, can also be one’s own operator telephone: many subscribers have complained of problems despite having broadband connections. Dazn argues that, apart from the three-minute block during Inter-Genoa, any other disruptions would be attributed to connection problems of individual users (those who connect from poorly served areas or overloaded wifi). To find out the “culprit”, you can test the speed connection during the game, a speed test that can be used as evidence against your manager. If the line is slower than stipulated in the contract, “the operator can undertake to solve the problem within 48 hours or, if this fails, propose a lower monthly fee – explains Vergari – fit remains the possibility of the customer to withdraw without cost“.