Spark Sport: Rugby World Cup 2019

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#2331713 7-Oct-2019 09:33

Azzura:

Had a couple of other people at the golf course saying how crap Spark RWC was and they we're really pissed. I went to their house and got things sorted. Funny thing though--- no admission it was their issue and not Sparks. Most of these people Spark are having to deal with--- probably don't know how to do basic troubleshooting.

I think that is the main problem "we as people in technology" have created. The internet is deemed ubiquitous, unlimited and free when it is none of those things.

If it had been me I would have charged them for sorting out their home connections. And I personally think not charging them creates the problem "we" have ourselves in today. Yes they may have got annoyed with you but the reality is if you had done a DIY install of a Sky dish then the installer would have charged you, just the same if you had messed around with other services in your home (building, electrical, plumbing etc) then the trades-person who comes around would have charged you for fixing it.

Why is sorting out technology issues within a persons home deemed worthless when their level of frustration and expectation?

kobiak

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#2331725 7-Oct-2019 09:40

BarTender:

Azzura:

Had a couple of other people at the golf course saying how crap Spark RWC was and they we're really pissed. I went to their house and got things sorted. Funny thing though--- no admission it was their issue and not Sparks. Most of these people Spark are having to deal with--- probably don't know how to do basic troubleshooting.

I think that is the main problem "we as people in technology" have created. The internet is deemed ubiquitous, unlimited and free when it is none of those things.

If it had been me I would have charged them for sorting out their home connections. And I personally think not charging them creates the problem "we" have ourselves in today. Yes they may have got annoyed with you but the reality is if you had done a DIY install of a Sky dish then the installer would have charged you, just the same if you had messed around with other services in your home (building, electrical, plumbing etc) then the trades-person who comes around would have charged you for fixing it.

Why is sorting out technology issues within a persons home deemed worthless when their level of frustration and expectation?

because Spark tried to be nice and customer orientated? When they should have been old greedy farts and protect their wallets with brick wall and provide service AS IS or use only pre-approved devices, all the rest is illegal and banned.

but Spark is a nice guy. takes everything on the chin and still offers candy to the bully

helping others at evgenyk.nz

wratterus

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#2331733 7-Oct-2019 09:51

Stream last night for the All Blacks game was 100% perfect for me. Even paused the game for ten mins before kickoff as the gas bottle in the barby ran out before the snags were cooked, so had to sort that out.

Skipped the ads at half time, and watched the second half live. The way the progress bar works when you are behind the live stream is very intuitive and easy to see how far behind you are. Skipping forward to different points was nearly instant with 100mbps Fibre, and the forward/back 10 secs buttons worked perfectly the whole time.

One interesting thing I did notice the other day - I've recently changed my setup on the main PC at home to a 27" 1440p screen for the main monitor, and a 24" 1080p sitting vertically beside it. I was watching some daily highlights on Spark Sport the other day, and it wouldn't get above 4mbps on the stream. Didn't have time to look into this further at the time, but wondered if it was the browser seeing the low horizontal res on the second monitor and not getting the higher bit rate stream. I didn't have a browser window open on the vertical monitor at the time.

Anyone else seen this happen on a multi screen PC setup? I will test it a bit further when I have a spare moment at home.

Azzura

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#2331734 7-Oct-2019 09:51

BarTender:

Azzura:

Had a couple of other people at the golf course saying how crap Spark RWC was and they we're really pissed. I went to their house and got things sorted. Funny thing though--- no admission it was their issue and not Sparks. Most of these people Spark are having to deal with--- probably don't know how to do basic troubleshooting.

I think that is the main problem "we as people in technology" have created. The internet is deemed ubiquitous, unlimited and free when it is none of those things.

If it had been me I would have charged them for sorting out their home connections. And I personally think not charging them creates the problem "we" have ourselves in today. Yes they may have got annoyed with you but the reality is if you had done a DIY install of a Sky dish then the installer would have charged you, just the same if you had messed around with other services in your home (building, electrical, plumbing etc) then the trades-person who comes around would have charged you for fixing it.

Why is sorting out technology issues within a persons home deemed worthless when their level of frustration and expectation?

It's funny though. My Grandfather owned an appliance store (during 60 and 70's) and sold/fixed TV's. My father was the guy doing the work. I can remember as a kid at family gatherings and the relatives asking my dad about some issues they would have with their TVs - some tuner cleaner or new tubes to fix them up. Much like my family does with me with tech stuff lol.

I think eventually, the watching sporting events online will become more the norm ...this whole thing is just teething issues. By the time the next RWC comes around we could be watching it in 4K..I hope.

freitasm

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#2331738 7-Oct-2019 09:56

kobiak:

BarTender:

Azzura:

Had a couple of other people at the golf course saying how crap Spark RWC was and they we're really pissed. I went to their house and got things sorted. Funny thing though--- no admission it was their issue and not Sparks. Most of these people Spark are having to deal with--- probably don't know how to do basic troubleshooting.

I think that is the main problem "we as people in technology" have created. The internet is deemed ubiquitous, unlimited and free when it is none of those things.

If it had been me I would have charged them for sorting out their home connections. And I personally think not charging them creates the problem "we" have ourselves in today. Yes they may have got annoyed with you but the reality is if you had done a DIY install of a Sky dish then the installer would have charged you, just the same if you had messed around with other services in your home (building, electrical, plumbing etc) then the trades-person who comes around would have charged you for fixing it.

Why is sorting out technology issues within a persons home deemed worthless when their level of frustration and expectation?

because Spark tried to be nice and customer orientated? When they should have been old greedy farts and protect their wallets with brick wall and provide service AS IS or use only pre-approved devices, all the rest is illegal and banned.

but Spark is a nice guy. takes everything on the chin and still offers candy to the bully

I think what Bartender is saying is not what you are implying. I am amused to see people complaining a lot to the Herald, Stuff but you don't see these outlets investigating what really happened. "Someone complained on Twitter, let's post a screenshot" - but no digging down to find what was the setup, provider, etc. These stories are there to sell eyeballs, not to get the service better.

Jiriteach

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#2331741 7-Oct-2019 10:01

freitasm:

kobiak:

BarTender:

Azzura:

Had a couple of other people at the golf course saying how crap Spark RWC was and they we're really pissed. I went to their house and got things sorted. Funny thing though--- no admission it was their issue and not Sparks. Most of these people Spark are having to deal with--- probably don't know how to do basic troubleshooting.

I think that is the main problem "we as people in technology" have created. The internet is deemed ubiquitous, unlimited and free when it is none of those things.

If it had been me I would have charged them for sorting out their home connections. And I personally think not charging them creates the problem "we" have ourselves in today. Yes they may have got annoyed with you but the reality is if you had done a DIY install of a Sky dish then the installer would have charged you, just the same if you had messed around with other services in your home (building, electrical, plumbing etc) then the trades-person who comes around would have charged you for fixing it.

Why is sorting out technology issues within a persons home deemed worthless when their level of frustration and expectation?

because Spark tried to be nice and customer orientated? When they should have been old greedy farts and protect their wallets with brick wall and provide service AS IS or use only pre-approved devices, all the rest is illegal and banned.

but Spark is a nice guy. takes everything on the chin and still offers candy to the bully

I think what Bartender is saying is not what you are implying. I am amused to see people complaining a lot to the Herald, Stuff but you don't see these outlets investigating what really happened. "Someone complained on Twitter, let's post a screenshot" - but no digging down to find what was the setup, provider, etc. These stories are there to sell eyeballs, not to get the service better.

For some of them yes but I dont completely agree - There are some that are trying to dig into the detail to help users -

https://twitter.com/kimbakerwilson/status/1180729365614645248

"Last week I asked Spark if I could interview someone about the difference between the three dots of doom / the stuttering / the pretty mosaic patterns to help people understand the issues it keeps saying aren't its fault. But it refused. Oh well."

Doesn't look like Spark is keen! Something like this would be very useful to educate users.

-- opinions expressed by me are solely my own. ie - personal

tdgeek

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#2331742 7-Oct-2019 10:03

Azzura:

It's funny though. My Grandfather owned an appliance store (during 60 and 70's) and sold/fixed TV's. My father was the guy doing the work. I can remember as a kid at family gatherings and the relatives asking my dad about some issues they would have with their TVs - some tuner cleaner or new tubes to fix them up. Much like my family does with me with tech stuff lol.

I think eventually, the watching sporting events online will become more the norm ...this whole thing is just teething issues. By the time the next RWC comes around we could be watching it in 4K..I hope.

Nice story. Yes, teething issues, and I think Spark needs to keep their toes dug in when they say "last night there were no issues" It needs to be hammered home that the issues now are home issues. They gave a lot of notice to subscribe and test. But hey, its good to beat up tall poppies. I;m sure that behind the vocal minority, are a lot of people who are enjoying the coverage, but are also happy that they got introduced to other streaming services, by way of having to upskill or be upskilled for the RWC

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wratterus

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#2331744 7-Oct-2019 10:11

tdgeek:

Nice story. Yes, teething issues, and I think Spark needs to keep their toes dug in when they say "last night there were no issues" It needs to be hammered home that the issues now are home issues. They gave a lot of notice to subscribe and test. But hey, its good to beat up tall poppies. I;m sure that behind the vocal minority, are a lot of people who are enjoying the coverage, but are also happy that they got introduced to other streaming services, by way of having to upskill or be upskilled for the RWC

Absolutely. I honestly feel like Spark are doing the country a massive favour, mostly at their own expense and at the expense of their brand. Think someone here said they should have called the service something without 'Spark' in the name to protect the brand. Maybe wouldn't have been a terrible idea. 😅

freitasm

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#2331746 7-Oct-2019 10:14

@Jiriteach:

freitasm:

I think what Bartender is saying is not what you are implying. I am amused to see people complaining a lot to the Herald, Stuff but you don't see these outlets investigating what really happened. "Someone complained on Twitter, let's post a screenshot" - but no digging down to find what was the setup, provider, etc. These stories are there to sell eyeballs, not to get the service better.

For some of them yes but I dont completely agree - There are some that are trying to dig into the detail to help users -

https://twitter.com/kimbakerwilson/status/1180729365614645248

"Last week I asked Spark if I could interview someone about the difference between the three dots of doom / the stuttering / the pretty mosaic patterns to help people understand the issues it keeps saying aren't its fault. But it refused. Oh well."

Doesn't look like Spark is keen! Something like this would be very useful to educate users.

Read again... I am not saying they aren't investigating Spark - I am curious for them to find out more on those faults they report. Just posting someone's complaints from Twitter without going down to find the merits of the complaint is clickbait.

Then, armed with specifics, go to Spark and ask "This user has a recommended device, with a supported TV and still having problems. Why?"

Weed out those people running unsupported devices/solutions. Just posting the complaints without going a step further is stupid. But get clicks for them.

Jiriteach

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#2331748 7-Oct-2019 10:21

freitasm:

@Jiriteach:

freitasm:

I think what Bartender is saying is not what you are implying. I am amused to see people complaining a lot to the Herald, Stuff but you don't see these outlets investigating what really happened. "Someone complained on Twitter, let's post a screenshot" - but no digging down to find what was the setup, provider, etc. These stories are there to sell eyeballs, not to get the service better.

For some of them yes but I dont completely agree - There are some that are trying to dig into the detail to help users -

https://twitter.com/kimbakerwilson/status/1180729365614645248

"Last week I asked Spark if I could interview someone about the difference between the three dots of doom / the stuttering / the pretty mosaic patterns to help people understand the issues it keeps saying aren't its fault. But it refused. Oh well."

Doesn't look like Spark is keen! Something like this would be very useful to educate users.

Read again... I am not saying they aren't investigating Spark - I am curious for them to find out more on those faults they report. Just posting someone's complaints from Twitter without going down to find the merits of the complaint is clickbait.

Then, armed with specifics, go to Spark and ask "This user has a recommended device, with a supported TV and still having problems. Why?"

Weed out those people running unsupported devices/solutions. Just posting the complaints without going a step further is stupid. But get clicks for them.

Sure - They seem to just post peoples rants from Twitter without any info which I agree about. Spark should sit down with them and explain some of the technicalities in a way that they can dumb it down for joe bloggs.

-- opinions expressed by me are solely my own. ie - personal

freitasm

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#2331751 7-Oct-2019 10:31

If Spark were to give these "journalists" a guide covering 20% of the root causes of problems I am sure it would fix 80% of faults (the old Pareto principle). Let's see:

Have you restarted your device?
Are you using an approved device (SmartVU, Chromecast, Apple TV, Sony Android TV, Samsung smart TV)?
Are you using the latest Spark Sport app update for your platform?
Have you tried using ethernet instead of WiFi?
Have you used an app to see how much WiFi interference there is around and perhaps change wireless channel?
Have you tried using 5 GHz instead of 2.4 GHz is possible?
Are you using other applications in your network that could be causing contention because of high uploads (e.g. torrents)?
Are you using a third-party DNS instead of your ISP's?
Are you using a VPN?
If using a browser, are you using the latest browser update?
Do you have something that could be causing the picture to be downscaled (e.g. the 1024 x 768 projector mentioned in a previous page)?
Are you trying to drive a 4K projector from a laptop with built-in graphics (not gonna happen without hiccups and blockings)?

hio77

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#2331775 7-Oct-2019 11:10

Jiriteach:

For some of them yes but I dont completely agree - There are some that are trying to dig into the detail to help users -

https://twitter.com/kimbakerwilson/status/1180729365614645248

"Last week I asked Spark if I could interview someone about the difference between the three dots of doom / the stuttering / the pretty mosaic patterns to help people understand the issues it keeps saying aren't its fault. But it refused. Oh well."

Doesn't look like Spark is keen! Something like this would be very useful to educate users.

to be fair, they are a stuff reporter... They seem to have a knack in finding the smallest stone to turn over and turn it into a mountain.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Jiriteach

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#2331798 7-Oct-2019 11:52

hio77:

Jiriteach:

For some of them yes but I dont completely agree - There are some that are trying to dig into the detail to help users -

https://twitter.com/kimbakerwilson/status/1180729365614645248

"Last week I asked Spark if I could interview someone about the difference between the three dots of doom / the stuttering / the pretty mosaic patterns to help people understand the issues it keeps saying aren't its fault. But it refused. Oh well."

Doesn't look like Spark is keen! Something like this would be very useful to educate users.

to be fair, they are a stuff reporter... They seem to have a knack in finding the smallest stone to turn over and turn it into a mountain.

He's with TVNZ who I would think we be a lot more fair that NZ Herald and Stuff reporters given TVNZ's partnership with Spark.

-- opinions expressed by me are solely my own. ie - personal

ARIKIP

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#2331812 7-Oct-2019 12:00

I'm currently on Holiday in Brisbane and managed to watch some RWC on an original curved Samsung 4k TV and in 4k via Foxtel. Wow...what a difference. Def looked better than what I use at home which is an ATV 4K via an LG C7 OLED. The extra detail on that 4K broadcast was pretty much mind-blowing. I assume it's true 4K and not upscaled? All I'm thinking is...if only we had 4k....wow.

Sony 77" A80J OLED, Integra 60.7, Panasonic UB820, Toshiba HD-XE1, Apple TV 4K, JBL L100T,JBL 18Ti, JBL L20T, Velodyne HGS15

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#2331813 7-Oct-2019 12:05

freitasm:

kobiak: because Spark tried to be nice and customer orientated? When they should have been old greedy farts and protect their wallets with brick wall and provide service AS IS or use only pre-approved devices, all the rest is illegal and banned.

but Spark is a nice guy. takes everything on the chin and still offers candy to the bully

I think what Bartender is saying is not what you are implying. I am amused to see people complaining a lot to the Herald, Stuff but you don't see these outlets investigating what really happened. "Someone complained on Twitter, let's post a screenshot" - but no digging down to find what was the setup, provider, etc. These stories are there to sell eyeballs, not to get the service better.

I think what @kobiak is saying that it is preferable for Sky to retain the monopoly on Sports as "they know how to do it" and everyone should just put up with $150 per month for the pleasure as the bullies at Spark have clearly failed at delivering a quality streaming service so there is no point even attempting to do it.

If it had been me I would have done a number of things that I believe were failures from Spark.

- Reduced the number of supported devices to an absolute minimum. Only supported Chromecasts, Apple TV4, iOS and Android devices. Not desktop computers, not every make and model of recent TV. If they want to use a desktop or random TV have a warning up saying they may not get the best experience.

- Required that users do a speedtest down and up, wireless signal strength and how busy the wireless network is if device is connected over wireless and reported the results back to the CSRs against the account and given users a warning if it was below certain values. If the downstream is below 10Mbit and upstream below 2mbit then warn them saying that their internet connection may not be up to it.

- For those with a slow upstream ask (ADSL or low sync rate VDSL) them to disconnect all mobile devices so that the upstream can't get saturated by automated cloud backups.

- Setup business relationships or contacts with Geeks on wheels or Noel Leemings tech installers etc. This way if people are struggling to get things setup then they should pay someone to come fix it.

I think if those things had been done I would have expected a very different experience.

freitasm:

If Spark were to give these "journalists" a guide covering 20% of the root causes of problems I am sure it would fix 80% of faults (the old Pareto principle). Let's see:

Are you using other applications in your network that could be causing contention because of high uploads (e.g. torrents or cloud backups)?

The only thing I would add to the above is things that could saturate upstream such as automated cloud backups which people may not be as aware of especially with connections that are upstream constrained.

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