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ITV Box Office receives more viewer complaints



Two years after launching, ITV's pay-per-view boxing service still attracts viewer complaints.

A surge in demand for last night's live coverage of Degale v Eubank Jr left the ITV Box Office site overloaded, with potential subscribers reporting on social media that they couldn't complete the transaction.

ITV Box Office had given previous subscribers several weeks to order the event via Sky, but new users weren't able to pre-order until last Monday and had to register via the ITV Box Office website rather than through Sky. Nevertheless, many only made the decision to order the event at the very last minute, leading to some viewers not getting the channel cleared on their Sky box in time for the event.

The official UK webstream of the fight was provided by TVPlayer. While social media reported some happy users, others complained that the app wasn't working or that they were stuck watching a trailer rather than the live channel.  TVPlayer's live stream was only available on some devices, due to licensing issues.

Of the pay-per-view services offered on Sky, social media monitoring has confirmed that ITV Box Office has received a disproportionately large number of complaints about its service since it first launched in February 2017, when social media was inundated with complaints.

ITV Box Office has on previous occasions advised that it can take a couple of hours for the channel to be cleared on viewing cards and that users must have their cards inserted into their box before ordering the event.

A number of social media users said that as they couldn't access the ITV feed, they would watch other internet feeds of the event, which will have included pirated feeds. A court case last year confirmed that users of pirated feeds put themselves at risk of prosecution, as well as those who provide the streams.