Now, Aussie consumers are demanding the telco compensate them for the lost games, which will now be broadcast on free-to-air network SBS.
— SBS Australia (@SBS) June 18, 2018
Communications Minister Mitch Fifield posted:
— Mitch Fifield (@SenatorFifield) June 18, 2018
Speaking on the issue, an Optus spokesperson said, “This has been an incredibly disappointing and frustrating experience for soccer fans who opted for the Optus service.
“We understand that Optus is working on fixing the problem as soon as possible, but in the meantime, consumers should expect to be compensated for a service that didn’t work as expected.
“If they haven’t already done so they should contact Optus with details of their experience and ask for at least a partial refund of their monthly charge.”
B&T understands Optus will host a press conference later today to address the issues and discuss possible compensation.
Though, the steps needed to make a compensation claim are becoming more and more unclear.
While the Telecommunications Industry Ombudsman (TIO) said customer complaints should be lodged with through the Australian Communications and Media Authority (ACMA), ACMA said the opposite.
A spokesperson from TIO encouraged Optus consumers to speak with the telco about the issues.
“We are not able to consider complaints about content services such as sports programs streamed online.
“We can look at billing issues for content services if the charges appear on a phone bill,” she said.
“We have no jurisdiction over content services purchased through app stores. Complaints about content, including content purchased through app stores, should be raised with consumer affairs and fair trading departments.”
Meanwhile, angry Optus consumers have taken to social media to vent their frustration.
— cinegirl 14📺🌈 (@cinegirl14) June 20, 2018
I love the Optus, "we had no idea the world's most popular sporting event would be so popular" excuse.
— Scott Dooley (@scottdools) June 19, 2018
Optus hasn’t thought this through. How can they test the volume of internet users over 48 hours when majority will be watching the World Cup on SBS?
Can’t see this problem being resolved.
— Kelly Maree 🇦🇺 (@kelz081) June 18, 2018
— Scale Man (@scaleman_wine) June 19, 2018
B&T will continue reporting on this issue as the story develops.