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2673 posts

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  # 1365421 13-Aug-2015 11:36
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I contacted their online support for clarification. I also asked about recourse for crappy quality. Transcript below:-

Me: How do your day passes work? Are they for 24 hours from the time they are purchased, or do they only give you access on they day they are purchased?

For example, if I purchase a daily pass at 7PM on a Saturday, will that give me access up until 6:59PM on Sunday, or will access stop after 11:59 on Saturday?
Just a moment and an agent will be right with you...

Aric: Hello, that pass runs 24 hours from the time of purchase.

Me: Thank you. As a follow up question, what is your refund policy? I’ve tried Sky Go before, and quality was awful. If I purchase a pass, but the streaming fails to work, do I have any recourse?

Aric: There are no refunds on Day Passes

Me: So what happens if I, for example, subscribe to a day pass to watch the rugby on Saturday, but the picture or sound keeps cutting out. Both of these scenarios happened to me the last time I tried Sky Go

Aric: The policy is no refunds.
If you have issues that would be related to network or connection issues from your end which there is no compensation provide for that.

Me: That is not correct. We use many SVOD providers, most of which provide faultless HD streaming. But every time I've used Sky Go, it has refused to work. This is especially true for popular events, which this Saturday's rugby game will no doubt be.

Aric: We are welcome to your opinion. You asked what the policy is. I have provided you the policy.
Do you have any other questions?

Me: I appreciate that. No more questions. Thank you for your help

Aric: You are very welcome and thank you for contacting support.

17589 posts

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  # 1365427 13-Aug-2015 11:41
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Jaxson:
bcourtney:
Jaxson:
bcourtney: This isn't really something that is going to sell on price, it's the convenience of not being locked in to an ongoing subscription. For those that don't have Sky at all but wouldn't mind watching the RWC without having to sign up to Sky for 12 months. I can see how some might find this appealing.



6 weeks at $20 a week = $120, or $80 a month.

Sky sport at $50 rip off base fee plus $25 for sport = $75 a month, plus $10 more if you want this in HD (cos it's 2015 and HD is new and all).  Plus more if you want a mysky box?  Is this still the case?

That puts it at about the same price, but limited to just one sport type? with the satellite service probably being more reliable.

Weird business model, and you've got to be earning good money to support that.


I'm confused if you quoted me by mistake or just didn't read what I wrote. This isn't about price in comparison to an ongoing Sky subscription, it's about the convenience of being able to subscribe for a one off event etc without being locked in to a 12 month Sky satellite subscription. If I ditch Sky Sport (as I've been contemplating) then something like this could definitely appeal if there's an event coming up that I know I'll have time to watch.


Apologies there, wrote that quickly before rushing out the door to catch the bus.

Was looking to continue the discussion, not diminish your comments etc.  Poor wording/choice of post to quote.

Price wise, looking at this again today, it's certainly favourable compared to an outright subscription, especially given a lot of sports are in seasons, meaning you're not using it for half the year.

Nice to at least have the option for a one off.

Fundamentally makes you wonder if Sky will one day sell the satellite sport channels on their own also.  I mean there's no need at all to make you pay for the base package, other than to make money off that model/cover the infrastructure costs etc.  Satellite is reliable, but then again it's not flexible, as in you can't watch it on a tablet elsewhere in the house, and fundamentally it's tied to a geographic location rather than a person and wherever they chose to be etc.

It's the future though, delivery via internet, and NZ has some pretty good backbone/supporting infrastructure to lots of people nowadays.


Good point. Maybe Sky will be satellite option and internet option coveribng all content?  

I am surprised that they did this prior to the RWC. Perhaps they see a large churn, and want to get their foot in the door so people are used to and familar with Sky's internet service, and effectively recover some of the churn. That may help recover more churn if they offer other Sky content online. Remember the billing changes? IMO its linked. Ability to have many billing abilities so they can have more plan capabilities

 
 
 
 


862 posts

Ultimate Geek


  # 1365431 13-Aug-2015 11:46
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Me: That is not correct. We use many SVOD providers, most of which provide faultless HD streaming. But every time I've used Sky Go, it has refused to work. This is especially true for popular events, which this Saturday's rugby game will no doubt be.

Aric: We are welcome to your opinion. You asked what the policy is. I have provided you the policy.
Do you have any other questions?


Comparing streaming quality between for example Netflix and SkyGo doesn't appear to be a fair comparison, as SkyGo is streaming the feed live and Netflix is not.

I'm not really defending Sky here as SkyGo is awful, but what other live streaming feed can we compare it with?

2673 posts

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  # 1365434 13-Aug-2015 11:49
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myopinion:

Me: That is not correct. We use many SVOD providers, most of which provide faultless HD streaming. But every time I've used Sky Go, it has refused to work. This is especially true for popular events, which this Saturday's rugby game will no doubt be.

Aric: We are welcome to your opinion. You asked what the policy is. I have provided you the policy.
Do you have any other questions?


Comparing streaming quality between Netflix and SkyGo doesn't appear to be a fair comparison, as SkyGo is streaming the feed live and Netflix is not.


The CSR was specifically singling out issues with our network, which is more than capable of handling a HD stream. Not sure how it being live or canned is relevant to our infrastructure being able to handle it.

Last time we tried Sky Go was for the Super Rugby final. The stream stopped, the picture degraded to well below SD quality (sometimes unwatchable), and at times we also had audio only.


862 posts

Ultimate Geek


  # 1365470 13-Aug-2015 11:53
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Yes I agree, it is definitely a problem at Sky's end.

2206 posts

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Subscriber

  # 1365500 13-Aug-2015 12:14
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myopinion:

Me: That is not correct. We use many SVOD providers, most of which provide faultless HD streaming. But every time I've used Sky Go, it has refused to work. This is especially true for popular events, which this Saturday's rugby game will no doubt be.

Aric: We are welcome to your opinion. You asked what the policy is. I have provided you the policy.
Do you have any other questions?


Comparing streaming quality between for example Netflix and SkyGo doesn't appear to be a fair comparison, as SkyGo is streaming the feed live and Netflix is not.

I'm not really defending Sky here as SkyGo is awful, but what other live streaming feed can we compare it with?


PLP from Neulion, ESPN3.com






Handsome Dan Has Spoken.

1770 posts

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  # 1365512 13-Aug-2015 12:26
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Or perhaps CGA, as the product is "Not fit for Purpose" ?




My thoughts are no longer my own and is probably representative of our media-controlled government


 
 
 
 


17589 posts

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  # 1365518 13-Aug-2015 12:34
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SepticSceptic: Or perhaps CGA, as the product is "Not fit for Purpose" ?


They would take the option to refund you the cost of SkyGo, which is zip

169 posts

Master Geek


  # 1365535 13-Aug-2015 12:58
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Need to clear something up here.

Fanpass is NOT Skygo, they are two completely different platforms.

Skygo is done in house by Sky and as far as I can tell they colocate the servers on site, meaning that they actually have limited bandwidth and that is why it turns to custard when there is an event on.

Fanpass is operated by Neulion (http://www.neulion.com/ViewArticle.dbml?DB_OEM_ID=30000&ATCLID=210009818 for examples of other services provided by them) which deliver content via a proper CDN (I believe NZ gets its feed from the Limelight cluster in sydney) so there is a huge variation in quality between Skygo and Fanpass.

I've seen on geekzone a number of people complaining about the quality of fanpass these are my tips after using the neulion platform for a few years for NHL, NFL and PLP.

- Don't set it to "best quality / auto bitrate" manually set the bit rate, this is something that Neulion do badly (even on my VDSL connection when streaming two games at a time, if I put it on the auto quality it constantly shifts but can easily maintain two 4500 kbps connections no issues)
- Don't use apps (PS3, Samsung TV etc) if you can't set the bit rate
- Don't use it with Chrome (for some reason I've never had it work properly with chrome, firefox & IE11 are perfect)
- All the other issues around WIFI etc will just excerbate any issue

6960 posts

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  # 1365573 13-Aug-2015 13:51
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voy1d: Need to clear something up here.

Fanpass is NOT Skygo, they are two completely different platforms.


Came to write the same thing.  Obviously Go has been poor, but it was offered as a backup/sideline thing for people with Sky.  Not saying that models perfect, but you should still have Sky somewhere in your house via reliable satellite transmission.

The fact that Fan Pass is completely different behind the scenes, as well as having different purchasing models akin to Neon has caught my attention.

578 posts

Ultimate Geek


  # 1365641 13-Aug-2015 15:24
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tdgeek:
Jaxson:
bcourtney:
Jaxson:
bcourtney: This isn't really something that is going to sell on price, it's the convenience of not being locked in to an ongoing subscription. For those that don't have Sky at all but wouldn't mind watching the RWC without having to sign up to Sky for 12 months. I can see how some might find this appealing.



6 weeks at $20 a week = $120, or $80 a month.

Sky sport at $50 rip off base fee plus $25 for sport = $75 a month, plus $10 more if you want this in HD (cos it's 2015 and HD is new and all).  Plus more if you want a mysky box?  Is this still the case?

That puts it at about the same price, but limited to just one sport type? with the satellite service probably being more reliable.

Weird business model, and you've got to be earning good money to support that.


I'm confused if you quoted me by mistake or just didn't read what I wrote. This isn't about price in comparison to an ongoing Sky subscription, it's about the convenience of being able to subscribe for a one off event etc without being locked in to a 12 month Sky satellite subscription. If I ditch Sky Sport (as I've been contemplating) then something like this could definitely appeal if there's an event coming up that I know I'll have time to watch.


Apologies there, wrote that quickly before rushing out the door to catch the bus.

Was looking to continue the discussion, not diminish your comments etc.  Poor wording/choice of post to quote.

Price wise, looking at this again today, it's certainly favourable compared to an outright subscription, especially given a lot of sports are in seasons, meaning you're not using it for half the year.

Nice to at least have the option for a one off.

Fundamentally makes you wonder if Sky will one day sell the satellite sport channels on their own also.  I mean there's no need at all to make you pay for the base package, other than to make money off that model/cover the infrastructure costs etc.  Satellite is reliable, but then again it's not flexible, as in you can't watch it on a tablet elsewhere in the house, and fundamentally it's tied to a geographic location rather than a person and wherever they chose to be etc.

It's the future though, delivery via internet, and NZ has some pretty good backbone/supporting infrastructure to lots of people nowadays.




Good point. Maybe Sky will be satellite option and internet option coveribng all content?  

I am surprised that they did this prior to the RWC. Perhaps they see a large churn, and want to get their foot in the door so people are used to and familar with Sky's internet service, and effectively recover some of the churn. That may help recover more churn if they offer other Sky content online. Remember the billing changes? IMO its linked. Ability to have many billing abilities so they can have more plan capabilities



It is well known that basic subsidises sport so I think people are mistaken if they think that sport only would be the same price. Also with the extra competition (PLP etc) and what has happened overseas with sports like Rugby League in Australia the price of sport's rights is only going to rise.  Still think satellite is where it is at for the foreseeable future. A lot of the big sports viewers still prefer it that way and they tend to always pay rather than the once in awhile fans.

220 posts

Master Geek


  # 1365644 13-Aug-2015 15:31
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tdgeek:
groynk: Great news! Always wanted this possibility.

Pricing is as expected from them: unatractive, but may end up having to pay for convenience at some point.

I just paid $20 to watch ABs on Igloo last week, since my dad and I decided it was less than what we would spend at the pub. =Convenience

BTW, I recently signed up to sky on no contract for the u-20 world cup and canceled after one month $105 grand total, but it's a bit of hassle with arranging installation/cancelation (28 days notice) etc.

So I'm happy with the announcement; eyes and ears open for free trials/promotions now :)


That price is typical of overseas sports sites that have daily, weekly subs.


Monthly would be nice.
But obvious why they don't want to do that.
maybe yearly option or monthly contract to get their feet wet?
They'll get there eventually I guess.
Think back 5 years and you have to give sky some credit for improving their offering (just enough to maintain monopoly)

On demand replays would be good too. Imagine they need to negotiate packages with ABs and other leagues etc. The NRL looks good with plenty of on demand replays.
Wonder if they are working on champions league...?

578 posts

Ultimate Geek


  # 1365648 13-Aug-2015 15:41
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groynk:
tdgeek:
groynk: Great news! Always wanted this possibility.

Pricing is as expected from them: unatractive, but may end up having to pay for convenience at some point.

I just paid $20 to watch ABs on Igloo last week, since my dad and I decided it was less than what we would spend at the pub. =Convenience

BTW, I recently signed up to sky on no contract for the u-20 world cup and canceled after one month $105 grand total, but it's a bit of hassle with arranging installation/cancelation (28 days notice) etc.

So I'm happy with the announcement; eyes and ears open for free trials/promotions now :)


That price is typical of overseas sports sites that have daily, weekly subs.


Monthly would be nice.
But obvious why they don't want to do that.
maybe yearly option or monthly contract to get their feet wet?
They'll get there eventually I guess.
Think back 5 years and you have to give sky some credit for improving their offering (just enough to maintain monopoly)

On demand replays would be good too. Imagine they need to negotiate packages with ABs and other leagues etc. The NRL looks good with plenty of on demand replays.
Wonder if they are working on champions league...?


Two things:

Based on fact SKY showed SuperCup between Barca and Sevilla and it had the BEIN sports logo in top right hand corner I would say they have a deal in place hopefully

Secondly if they did go to a sports only service and offset the cost of purchasing the programming and filming the programming the cost to view might be a lot more than people think it should be. Based on the deals coming up for NRL I would expect the NRL would want around the 40 million mark for the rights. Any deal to get EPL back will be for much more. The rugby rights will be for a lot more etc

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  # 1365651 13-Aug-2015 15:46
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dclegg:
myopinion:

Me: That is not correct. We use many SVOD providers, most of which provide faultless HD streaming. But every time I've used Sky Go, it has refused to work. This is especially true for popular events, which this Saturday's rugby game will no doubt be.

Aric: We are welcome to your opinion. You asked what the policy is. I have provided you the policy.
Do you have any other questions?


Comparing streaming quality between Netflix and SkyGo doesn't appear to be a fair comparison, as SkyGo is streaming the feed live and Netflix is not.


The CSR was specifically singling out issues with our network, which is more than capable of handling a HD stream. Not sure how it being live or canned is relevant to our infrastructure being able to handle it.

Last time we tried Sky Go was for the Super Rugby final. The stream stopped, the picture degraded to well below SD quality (sometimes unwatchable), and at times we also had audio only.



The problem with a refund is that anyone could claim they had issues and get a refund, Sky would be at the mercy of every potential dishonest person with a little technical skill, and also would spend a lot of time and therefore money troubleshooting connections. 

I think if you don't have faith in the product (as I do not also), don't subscribe. You know Sky's history, act accordingly. 

I think they should have a test on their site which allows them to verify the connnection you are coming from is sufficient before selling you the service. That way they could know beforehand if you at least passed minimum, and could warn if bandwidth wasn't sufficient for a HD stream.

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  # 1365657 13-Aug-2015 15:53
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networkn: 
I think they should have a test on their site which allows them to verify the connnection you are coming from is sufficient before selling you the service. That way they could know beforehand if you at least passed minimum, and could warn if bandwidth wasn't sufficient for a HD stream.


According to their FAQ they do have sample highlights available, but I've not found them yet (admittedly I've not looked that hard; so don't chastise me if they're obvious).

I'm happy enough to give them a chance for the ABs game this weekend, and I ACK what you're saying about people fraudulently claiming failed service. I just hope this one works far better than Sky GO. Ideally I'd like to see them offer a free trial (even 7 days would be OK to gauge its worth/reliability).

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