iFollow - A Cautionary Tale (for anyone thinking of subscribing)

Discussion in 'Bulletin Board' started by Prince of Risborough, Sep 18, 2017.

  1. Prince of Risborough

    Prince of Risborough Well-Known Member

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    Being a long time subscriber (about ten years using the old Players) I naturally want to stay with this new system, even though there have been wall to wall complaints from all quarters about them. Yesterday I couldn't access the Villa highlights/full match replay so realised I wasn't a member any more. So I tried to do what was advised - re-apply as a new subscriber. It all went wrong!

    Firstly I got red lettering on the screen because they didn't like the credit card details. Tried again, same result. Ok, let's try my bank card instead. Same result - red writing message - "computer says no" kind of thing. Gave up on it. Later that day I had a look at my online bank statement to find that it was showing the correct balance but the AVAILABLE FUNDS balance was £180 short. Couldn't think why this was so, so I went to my bank this morning.

    EFL have tried to take £45 out of my account not once but FOUR times, hence the £180 short fall. I then went onto iFollow and amazingly got an agent fairly quickly in their online chat service. Turns out that there was an anomaly between my address and my bank details, so they had to reject my application. I told them I had moved nearly two years ago, and had advised Barnsley Player of the move at that time. They had both my old and new addresses on file, so couldn't match either of them to my bank details. What a complete and utter shambles!!

    Joseph (the iFollow chat agent) said he has now deleted the old address so if I want to reapply it will work this time. In the meantime though I have to wait three to five working days for that incorrect debit to be cleared and my balance put back as it should be. When that happens I will decide whether or not to renew. I am seriously considering NOT renewing.

    If anyone from the club is reading this - probably will be I imagine? - can they just note how much trouble this new system is causing people, both long termers and new subscribers. I really want to be part of it but I'm now thoroughly disheartened with the whole thing and may not re-join. I presume the club loses money when that happens and I suspect I am not the only one who is thinking of cancelling it, or have done so already. It needs sorting out, and quickly!
     
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  2. Prince of Risborough

    Prince of Risborough Well-Known Member

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    I've just emailed the media team as well with the gist of the problem. It will be a shame if the club loses a great deal of money over this. I suspect a lot of existing members are not renewing because of similar problems, plus the technical stuff.

    I'm pretty good with IT matters so I can find my way around a web site. Some are saying "where is this" and "how can I do that". They shouldn't need to ask these questions. It should all be very simple. Clearly it's not and when they can't get simple bits of admin right then there is no hope for it, is there?
     
  3. Cho

    Chopwell Red Active Member

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    I have tried to renew several times in last couple of weeks with no success! Now going to check my bank balance!
     
  4. Prince of Risborough

    Prince of Risborough Well-Known Member

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    Could be a similar problem. I've just checked my old emails and I found that EFL emailed me in June thanking me for updating my card details. Seems to count for nothing when it comes to renewing the subs though....
     
  5. Farnham_Red

    Farnham_Red Administrator Staff Member Admin

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    I think the club - especially Whitey are fully aware of the issues with iFollow. The whole package has been done in a haphazard way.

    I had trouble last week to listen to the Derby commentary. It kept asking me to subscribe again
    Initial agent told me to delete cookies - that didnt work, then during the game I couldn't get an Agent to respond
    I had problems on iphone and using different web browsers. When I emailed them I got a reply saying it was my fault if didnt work, because
    "I can see the issue is down to your email address coming up as a private IP address, as our service has to lock certain types of content based on location we need to be able to ascertain your IP location. When this cannot be done, the system does not recognize your subscription and will prompt you to purchase another"

    This is bizarre for a start how can your email address come up as a private IP address. I think its because its a private domain and he was guessing that I was on some co-orporate network that hid the ip location
    Second I hadn't seen the problem before.
    third my ip address is a public static address which works fine with any other location based service eg iPlayer
    At the time I couldn't access I was posting on the BBS and my ipAddress was the same as always - if you put it into an ipChecker it gives the location as UK - Surrey - Camberley
    Finally it seems to be working again fine now as I can watch videos etc

    Its potentially a very good service but its losing customers by providing such a poor customer support service
    I think they need to spend a little more money on running it and do it properly.
     
  6. Prince of Risborough

    Prince of Risborough Well-Known Member

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    Yes I'm sure the club are fully aware of the discontent around us all. I'm just adding my little story to the mix so that maybe, just maybe if they think someone who has been on it for ten years is thinking of kicking it into touch then they really need to do something about it.

    I've posted many, many times on here about how good the service was (up to this season) and what great value for money it was. There won't be any more of those from me unless something dramatic happens.

    When I say "they" I don't really know who can fix it. But it's clear that somebody has to before everyone deserts it.
     
  7. the

    the quiet one Well-Known Member

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    My attempts to subscribe have led to me being told that I am not "authenticated". I have the latest version of Safari and have tried to get in on my desk top and
    iPad. They have not been able to tell me what the "authenticated" message means. I will also check my bank account.
     
  8. Cho

    Chopwell Red Active Member

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    No money gone out of account! Will try again and see what happens!
     
  9. Jimmy viz

    Jimmy viz Well-Known Member

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    I started the service based on PoR's recommendation and although I used it sporadically thought it quite good. I can't get on with the changes at all and it seemed almost impossible to renew so I've ditched it. Shame really.
     
  10. Prince of Risborough

    Prince of Risborough Well-Known Member

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    Well in my case the £180 not available to me is sort of in limbo for up to five working days. Good job I'm not going overdrawn through no fault of my own. I bet they wouldn't pay my bank charges if I did!

    EFL insist that they could not take the money, so why on earth did they try it FOUR times? Crap admin - totally useless organisation, and not just where this is concerned. "The FA and The EFL - ruining football at every turn".
     
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  11. Prince of Risborough

    Prince of Risborough Well-Known Member

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    It used to be good, as many will tell you - not just me. Clearly not fit for purpose now so good decision to ditch it.

    I'm torn, I really am. I've got used to being able to watch whole match replays of games I have missed, and even of those I have seen. The video quality has gone up significantly in the last couple of years. No commentary devalues it though. I'm waiting for the money to be back in my account properly and will then decide what to do.
     
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  12. Jimmy viz

    Jimmy viz Well-Known Member

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    Yes it's a real shame and will probably improve over time and I'm sure I will miss the replays but there's just too much faffing about for me at the minute.
     
  13. Prince of Risborough

    Prince of Risborough Well-Known Member

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    I agree. I'm lucky that I have a bit of spare "faffing time" this morning but anyone with a full time job would not have spent the time on it that I have been able to. This kind of thing should be so easy. You pay your money and then you use the service, without needing a degree in computer science to find your way around the site.

    As I've said there will be plenty of people with no spare time, no patience or no confidence in their site navigation skills that will be saying "sod it, it's not worth the trouble".

    Such a shame.
     
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  14. Sopwith Camel

    Sopwith Camel Well-Known Member

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    Id bet the club can't get out of it, ether due to a contract with them or the EFL.. i'm not surprised at any off this, through all walks of life now days, it seems common place that sharks and charlatans pose as legitimate business. Greeting you as friend with one hand while there other is in your back pocket...
    The question is how do these snakes get into such position in the first place.. They offer ***** service and if you try to compline you get a call centre... who's soul job is to act as a buffer for the snakes
    Who vets these snakes, who'sbacks do they scratch to get such contracts... who's on there board, who are there sleeping directors.. Who do these people answer too

    A hell of a lot of these faceless firms come with a very bad smell indeed..
     
    Last edited: Sep 18, 2017
  15. Dis

    Distantred Active Member

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    My wife is checking our credit card account as we write, I did exactly the same as you and no way would the site accept my details.Because we are abroad I had to obtain a 'foreign ' credit card (reluctantly) and they still won't accept it. As this is the only sure way we can access the matches, I will persevere. My next attempt is with a new email address and starting as though a new customer, it's a total shambles.
     
  16. Prince of Risborough

    Prince of Risborough Well-Known Member

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    Good luck with that! What gripes me most about this incident is that if they cannot accept my application why does the subscription still get "taken" (and FOUR TIMES by the way) even though they haven't actually taken it at all, according to the EFL agent on the help desk. I'm not blaming my bank for this - they gave me quick and accurate advice about it.

    I hate giving any new company my bank details these days because it is clear that many of those running the admin for these people are incapable of doing their jobs correctly. Or maybe I could be kind and say their systems don't work correctly.

    Either way there are sharks circling the world trying to deprive us all of our hard earned!
     
  17. Farnham_Red

    Farnham_Red Administrator Staff Member Admin

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    The question is why do you need a foreign card.
    Whats it to them what card you use as long as you pay the subscription and your ip address is one which is traceable to a foreign country why does it matter.

    I can pay for goods anywhere in the world that takes visa with my UK Barclaycard - I just take a hit on exchange rates - if you are in France you never get told you have to use a french card.
     
  18. Jimmy viz

    Jimmy viz Well-Known Member

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    Yes it ws the time for me. And I got I'm tbe mindset of 'well if they don't want my money sod em'
     
  19. Dis

    Distantred Active Member

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    I have no idea but in their terms and conditions they state you must have a card registered in the country you live. I also have a uk card and they wouldn't accept it, it seems they put obstacles in the way at every turn and don't want or need our money. If it wasn't for the fact that we miss the games so much I would call it a day
     
  20. Mr Badger

    Mr Badger Well-Known Member

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    I don't have it anymore but reading all this makes me wonder how many other fans of other clubs are being messed about like you lot.
     

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