Viaplay, the streaming service, faced fierce criticism during the final rounds of the Darts World Championship when it experienced significant technical issues just prior to the semi-final match of Dutch player Michael van Gerwen. Viewers reported massive outages, leading to tens of thousands of complaints across social media and online complaint platforms. Reports indicate more than 50,000 issues logged by 8:30 PM on January 2, 2025, particularly from major cities like Amsterdam and Utrecht.
According to De Telegraaf, Viaplay's troubles coincided with their subscriber numbers declining by 5% from 5,013,000 to 4,764,000, which they attribute to seasonal cancellations. The outages began around the time when viewer interest peaked due to the major darts event, with Viaplay notifying customers of the technical issues soon after they began receiving complaints.
“En precies bij de opkomst van Michael van Gerwen werkt de stream weer. Excuses voor het ongemak! Geniet van de wedstrijd!” (And just as Michael van Gerwen is coming on stage, the stream is back. We apologize for the inconvenience! Enjoy the match!) was the tweet from Viaplay Sport Nederland, indicating the service was restored right before the match commenced, though many viewers were understandably frustrated by the earlier interruptions.
This incident underscored the challenges streaming services face during high-demand events. Viaplay is not alone; other platforms like Netflix have also dealt with similar issues during peak viewership periods, such as the high-profile fight between Mike Tyson and Jake Paul. The added contention is the service's reported high subscription price of €18, which many critics see as unjustifiable, especially when technical problems arise.
The backlash has sparked conversations about the reliability and quality of streaming services. Despite not being the only platform to encounter issues, Viaplay faces the brunt of criticism for several reasons, including the quality of service and streaming speed, which some users claim do not match the costs incurred through subscriptions.
Viaplay's reported drop in subscriptions during what is typically their peak business period highlights concerns from investors about the service’s ability to retain customers, especially amid fierce competition within the sports streaming market. While other sports, including the Premier League and Formula 1, are expected to draw viewership, the spotlight on darts could prove pivotal for the company's strategy moving forward.
Despite the subscriber decline and the outages, 2025 holds key plans for Viaplay, including exclusive rights for Formula 1 programming. This could bolster their offerings as they strive to attract and retain subscribers with enhanced programming around major sporting weekends, like employing high-profile presenters and exclusive content. With sports fans becoming increasingly selective about their viewing options due to varying subscription costs and service reliability, ensuring quality service during significant events such as the upcoming darts finale will be pivotal for Viaplay.
It's evident the streaming industry is under pressure, and as services like Viaplay strive to improve their offerings and user experience, viewer expectations will only heighten. The management of outages, especially during marquee events, could define subscriber retention and future growth for the service.