STREAMING

Opinion: Viaplay doesn't care about subscribers at all

With much fanfare, Viaplay was launched in the Netherlands about 11 months ago. The streaming service is the place to watch live sports, including Formula 1, football and darts. In addition to this offer, there are also various films, documentaries and series to watch. In our initial review, we gave the service a meager 6.5. The quality of the streams is disappointing, watching with several people at the same time is almost impossible and the price is high.

In December 2022, we published the review update of the service, in which we questioned whether or not we should renew our subscription. The conclusion was short and sweet: certainly not. That has to do not only with Viaplay's subscription price, but also with customer service - or lack thereof.

The quality of the streams is still very poor in 2023. We see a blocky image, you can count pixels and the bit rate is not right. It was known that Viaplay would not stream a 4K image, but that you often get stuck at only 720p is disappointing.

From the start, the company was therefore overloaded with thousands of complaints. The response from Viaplay was not very clear: 'It is not Viaplay's fault, but your internet or used hardware'. The Netherlands is known as one of the countries with the best internet, so that is remarkable.

At one point, Viaplay half gave in because the Consumers' Association got involved. To receive compensation, customers had to take photos and videos of their television themselves when they watched Viaplay. This enabled them to provide evidence that the quality was indeed substandard.

However, spokespersons for the service insisted that it was not their fault, but the users' equipment or internet line. However, it would have been nice if Viaplay had come up with a clear, normal statement about all complaints.

I myself like Formula 1 and therefore took out an annual subscription at the beginning for the introductory price of 99 euros. However, it often happened that I was unable to watch a qualifying or race live immediately, due to a day out or vacation.

No problem you might think, because Viaplay is the live sports platform of the Netherlands. It's actually exactly what they say, because watching live is no problem (apart from the choppy streams of course). However, if you want to look back at something, you will come home from a rude awakening.

Looking back at a race from a month ago or looking at that beautiful qualifying from a few weeks ago? It is simply not possible, because the content will disappear in no time. Strange, because with F1 TV Pro you can, even from decades back.

Promised: no price increase in the near future, hop price increased

In recent weeks there have been rumors that Viaplay would increase the prices of their subscription. However, that was debunked by the service itself, because that was certainly not the case. And what happened from one moment to the next: prices went up.

The prices have been increased immediately from 13.99 euros per month to 15.99 euros per month. Hardly anyone was normally informed about this. For example, current customers knew nothing, the service's customer service had no idea and only some providers such as VodafoneZiggo apparently knew about this.

A spokesperson for the service says the following about the price increase to Algemeen Dagblad, but does not mention anything about the communication surrounding this news:

Since our successful launch in the Netherlands, we have continued to add premium content, both local and international scripted and non-scripted movies and series along with more sports rights. To continue development and investment in our product and to provide our customers with the best digital experience and content available, we are adjusting our prices.

Communication is key Viaplay, but apparently that doesn't really matter. In October 2022, it was said that the number of Dutch subscribers had passed one million. It must have been a fantastic party at the head office. When the party buzz has worn off soon, please really make sure that you communicate normally and on time with (potential) customers.

My subscription has long since been cancelled, because I'm rushing to F1 TV Pro and promise is promise: I won't be coming back to Viaplay for a while.

by Colin Baak