Spark reveals time limit on refund after glitchy Rugby World Cup stream

Spark has revealed a restriction on requests for refunds following poor quality coverage of the first All Blacks Rugby World Cup match.

Spark announced on Sunday it will be offering a full refund to customers who were unhappy with the streaming issues of Saturday's game - but all requests must be submitted before September 29.

"To obtain your refund for the New Zealand v South Africa pool match, please complete this form by no later than 11.59pm on 29 September 2019," says the webpage. 

Spark Sport uploaded a refund request form on Sunday, detailing three different refund options for those who purchased a Match Pass or Tournament Pass for the New Zealand versus South Africa game.

"Customers who feel unhappy with their viewing experience of the All Blacks v South Africa pool match pass can receive a refund," Spark said.

Rugby World Cup: Spark streaming refund request form
The refund request form. Photo credit: Spark / Screenshot

"Customers who purchased an All Blacks vs South Africa Match Pass can receive a full refund; those who purchased a Tournament Pass and wish to leave the service can also receive a full refund; and those who wish to carry on with the service, can receive a partial 15 percent refund of their Tournament Pass price.

"Unhappy customers who have activated a Spark Sport subscription via a voucher code can also receive a full or partial refund."

Streaming of the first All Blacks World Cup match was plagued with periods of reduced video quality, such as pixelation and buffering. 

Spark said it was "making configuration changes to the way the video stream comes into New Zealand".

"We believe this will resolve the video quality issues experienced by some customers intermittently during the All Blacks v South Africa match last night," it said.

Spark says the problems were caused by the US-based company which was providing the live stream into New Zealand.

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