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SingTel offers formal apology and refund to customers for English Premier League glitches

SingTel offers formal apology and refund to customers for English Premier League glitches

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The telecommunications giants' mio TV service during the final day of EPL had incurred the wrath of customers

Subscribers to SingTel mio TV's Sports Pack who had been affected by the broadcast glitches during the final day of the English Premier League will be compensated for their trouble.

This was revealed in a letter from SingTel's CEO Consumer Singapore, Mr Yuen Kuan Moon, to customers who had tuned in to catch either Manchester United beat Swansea or Manchester City's title-winning defeat of Queens Park Rangers.

Fans had complained of downed broadcasts and image glitches during the course of the matches on May 13 and the telecommuncations company had initially issued an apology through social media first.

"We are deeply sorry for the poor viewing experience," read the letter from Mr Yuen.

"As sports fans ourselves, we fully understand your excitement and the anticipation for these matches.

"We regret letting you down on this important occasion.

"We are especially disappointed with this disruption since we have been actively focused on improving our system to provide the best quality of service to you."

He also went on to add that $34.90, the price of one month's subscription to the Sports Pack that carries EPL broadcasts, will be credited to affected subscribers in their bill for the month of June.

The technical problem experienced on May 13 had been attributed to a switching device that had overloaded after fans had repeatedly switched channels between the two title-deciding match.

"We take this issue seriously and are taking significant steps so that a similar situation does not arise again," assured Mr Yuen.

"It is of utmost priority that our service lives up to the high standards you expect and deserve.

"We cannot recreate the excitement of last Sunday's matches for you, and we again apologise for your disappointment."

mio TV will be carrying La Liga matches exclusively under the Sports Pack from next season and will also broadcast the Olympic games as well as the upcoming Euro 2012 with rival broadcasters StarHub.

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