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Club News

Update On iFollow Service

Response to feedback club have received

25 August 2017

iFollow

Portsmouth Football Club have received a lot of feedback on the new iFollow service since the start of the season.

While much of it has been positive – with plenty of overseas supporters enjoying the chance to watch live Blues games – there have also been some complaints.

In an effort to improve the service, we have passed these on to the EFL and their partners NeuLion, who operate the service on behalf of all EFL Digital clubs.

We thank you for your continued support and patience, and hope that the below might answer some iFollow queries.


Overseas Subscribers
It is unfortunately not possible to run the Express FM commentary over the live stream of the game, as the two would not be synchronised.

Clubs do have the option of organising – at their own cost – a separate, off-site commentary to accompany the video.

Pompey are one of just a handful of clubs to use this service, although we did encounter technical difficulties during a couple of fixtures.

We have worked with the EFL and NeuLion to make improvements and will continue to operate a video commentary, including for Saturday’s game at Wigan.

Users will need to manually switch on the commentary. To do this, click on the cog icon next to the volume control and select ‘home’ or ‘away’, depending on where Pompey are playing.

Supporters should note that matches selected for international broadcast are not available to stream on iFollow.

This includes the home fixture against Rotherham on Sunday, September 3, although fans will still be able to access audio commentary.


Domestic Subscribers
Many fans have been in contact to ask why the Express FM coverage on iFollow does not include all of the pre-match, half-time and post-match content.

We have been assured by the EFL that, going forward, supporters will be able to listen to uninterrupted coverage.


Subscription Enquiries
Some supporters have experienced difficulties with subscribing to iFollow or logging into their accounts.

Fans who encounter such issues can access support by using the following methods:
- Email ifollow@efl.com (manned 8am-10pm, seven days a week)
- The live chat tool located in the bottom right corner of the website homepage and iFollow page (manned 8am-10pm, Monday-Friday and from three hours before a match to three hours after)
- By calling 0207 826 4577 (For subscription/billing enquiries only. Manned 8am-10pm, Monday-Friday and from three hours before a match to three hours after)

The EFL and NeuLion are aware that the response rate to fan queries has not been as quick as they would have hoped and have taken steps to increase support staff.


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