No doubt Optus' brand 'adversely affected', CEO says

Josh McDonnell
By Josh McDonnell | 18 June 2018
Allen Lew

Following the Optus Sport streaming service woes over the last three days, as a "fail-safe", the telco has agreed to let SBS simulcast all games for the next 48 hours.

Speaking to the media on Monday night, Optus CEO Allen Lew said the company would employ this as a "fail-safe" measure to ensure that all fans using the Optus Sport service could still see the games it had exclusive rights too.

Lew said the company will investigate the issues over the next 48 hours and advise those users still impacted by disruptions to the service.

He acknowledged that demand for the service was "no excuse" for the issues and that the brand is "extremely disappointed" with the outcome.

"There is no doubt that this has adversely affected the Optus brand. We've always known that when we go into new technologies, there are risks. We try to manage these and obviously we have not done a proper job,” Lew said.

“We believe the brand is stronger than just one event over three days. We will recover and prove to Australia that we can be a credible mobile media company.”

Lew said that at the “end of the day” it was all about getting data and extrapolating answers from that data.

The brand will rely heavily on the next 48 hours as it assures customers that the issues will be resolved.

Lew still defended the brand when questioned about the impact this issue had on expected streaming figures.

“Let's look at it in context. I think the vast majority of users had a good response. There were those who didn't have a good experience and obviously we have to handle this accordingly.

He added that brand partners, Adidas, TAB, Hyundai, Hisense and Mitre 10 were aware of the issue but were also equally aware of “the risk”.

“Our brand partners know the benefits of having a video streaming platform deal. They also know the risk of engaging with any new technology and we will manage that discussion with our partners.

“Overall this is something that everyone is disappointed with and we will turn around this situation for them.”

The company has also made a number of Fetch Mini boxes available to customers where appropriate to improve their experience.

Optus was in damage control all weekend as customers complained about the quality of the telco's coverage, with reports of outages and delays coming in from Friday evening through to Sunday morning.

Diehard football fans were left disappointed, as many Optus-exclusive games were also unable to be viewed.

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