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Setanta-i Product Review

setanta i screenshot Setanta i Product Review

Setanta Sports last week unveiled Setanta-i, their new broadband video player that replaces Setanta Broadband. And it’s a dramatic improvement.

In the past 12 months, I’ve spent more time watching live football matches on my laptop than I have on my TV set. Partly because I need to be more mobile around my home when I’m watching or playing with my four children. But it’s also because it’s a nice luxury to be able to pick up my laptop and walk into any room in the house or even outside to watch the game as long as I’m within distance of my wireless network.

Having used Setanta Broadband for the past 12 months, I became accustomed to the service. For me, it was quite dependable but definitely had its disadvantages. But now that I’ve tested Setanta-i, my eyes have been opened to how much better the new service is compared to Setanta Broadband.

Here are some of the brilliant features that Setanta-i includes:

  • Three video settings so you can watch games from Setanta in either a small window, large window or — best yet — full-screen. Pictured above is the large window, which takes up the entire browser window. The quality of the video at every setting, including full-screen, is superb (up to 1.8Mbps). This truly makes it feel like a TV experience.
  • Setanta-i features a record button! This means you can go through the schedule and pick and choose which programs you want to record for future viewing. I did it today for the Arsenal against Liverpool game and was able to login after the game ended, clicked ‘My Channel’ and found the game ready to play at my leisure. This is a lifesaver and the feature seems to be simple to use.
  • Setanta-i supports Microsoft Silverlight, so the video experience and navigation is smooth and loads quickly with very little to no buffering of video. The Setanta-i player is a slick design and very intuitive — much more user-friendly than Setanta Broadband.
  • Other features include a low, medium and high video quality — which you can adjust depending on your bandwidth speeds. I used high video quality and encountered no issues.
  • The matches include a rating option so you and the user community can rate each game. While watching the Liverpool against Arsenal game, I noticed it was rated 3/5 stars — which led me to think that the game was going to be a draw. I was pleasantly surprised to see that it was a draw, but a 4-4 draw I was not expecting. I rated the game 5/5. Definitely a very helpful feature for future watching so you don’t waste your time on boring matches.
  • Setanta-i also features an easy-to-use calendar and On Demand section that allows you to browse through future and past programming.

In order to use Setanta-i, you have to subscribe and download the Microsoft Silverlight plug-in as well as a proprietary program called Autobahn from Swarmcast, the company that is responsible for bringing you the Setanta-i platform. Both programs install very easily and quickly, so there’s no worries there.

I will say that I did encounter quite a few issues with trying to log on today to watch the Liverpool v Arsenal game live. I’m putting those down to growing pains at Setanta as they work on tweaking their system (it only just launched a few days ago). Hopefully the login issues will be resolved soon so we can get the most out of the Setanta-i experience.

Setanta-i really provides a glimpse into the future. If you’re not watching most of your football on a computer, legally, you will be soon. With the fantastic video experience that Setanta-i provides, I can easily picture myself watching most of my football from my laptop for the foreseeable future.

Setanta-i is available for $14.95 per month. Subscribe today to get your fix of Premier League, UEFA Champions League and UEFA Cup, World Cup 2010 qualifiers and International Friendlies.

This entry was posted in General, Leagues: EPL. Bookmark the permalink.

About Christopher Harris

Founder and publisher of World Soccer Talk, Christopher Harris is the managing editor of the site. He has been interviewed by The New York Times, The Guardian and several other publications. Plus he has made appearances on NPR, BBC World, CBC, BBC Five Live, talkSPORT and beIN SPORT. Harris, who has lived in Florida since 1984, has supported Swansea City since 1979. He's also an expert on soccer in South Florida, and got engaged during half-time of a MLS game. Harris launched EPL Talk in 2005, which was rebranded as World Soccer Talk in 2013.
View all posts by Christopher Harris →

166 Responses to Setanta-i Product Review

  1. muffins says:

    I agree with your estimation of the new interface, especially since Setanta by Broadband looked terrible. Even the sunniest pitches looked dank and gloomy.

    But why did Setanta decide to launch this product mid-season? Certainly, the problems I experienced yesterday trying to watch Liverpool-Arsenal could be chalked up to growing pains, but you would think that someone would have considered the massive audience at that time and made amends by freeing up resources. If I get the same problems at the weekend, then it’s goodbye Setanta.

  2. Kevin says:

    I like the new product, but not as much as I should. I really like the improved software allowing you to record and navigation is much easier. My only issue, is that I don’t think the video quality is that great. Is that an actual picture/screenprint of your screen gaffer? My screen is nowhere near that clear. I am not sure if its just me or perhaps the connection speed but while the quality is better it still leaves something to be desired. Overall though, as you said huge improvement. Now let’s just hope they don’t jack up the price.

  3. jm says:

    It is a grave disappointment that Setanta-i requires use of Silverlight. MLB used it last year for its impressive online products, and it caused headaches for tons of users, and shut out all of its Linux users (like myself). They wisely downgraded to Adobe Flash, increasing compatability while retaining features.

    The Linux alternative to Siliverlight simply is not yet good enough to support all of the new ways in which Silverlight is used. It is unfortunate that Setanta would chose to willfully disregard Linux users.

  4. The Gaffer says:

    Hi Kevin, yep, that’s an actual screenshot I took yesterday of the Liverpool against Arsenal match from Anfield which I watched using Setanta-i.

    Cheers,
    The Gaffer

  5. Marc says:

    Does anybody know if Setanta i shows the boradband 2 games? Last Saturday I wanted to watch the Sunderland Hull match that the channel listing on Setanta.com said was being shown on boradband 2. But I couldn’t find it on Setanta i.

  6. Gaz says:

    Yup, jm is right. Silverlight just doesn’t work on Linux well.

    I’m sure they don’t care too much and won’t do anything as Linux users make up a small percentage of the users.

  7. billmapguy says:

    The image and sound stops and starts on my computer, every 20 seconds or so. It is unwatchable. Their tech support told me to try the other speed, but it’s still doing it. Plu s I can’t control the screen size.
    I will be letting my suscriction lapse.

  8. Doug says:

    I agree that the quality is greatly improved. However, I’m having trouble finding matches and shows. Has anyone found this season’s previous games or last season’s? I also had to search for shows like football matters. The schedule/calendar functionality seems pretty bare yet.

  9. jon says:

    So if I get this I can watch the england national team games without forking over $20 to watch it on payperview?

  10. El says:

    Service looks promising. Its too bad Setanta only picked up 1 of 6 Premier League Packages for 2010.

  11. Marc says:

    Jon, sometimes England games or on PPV for boradband customers, but if you get the annual subscription you can watch all the PPV matches for no additional charge.

  12. jon says:

    Do you think Sentant- i – would have the FA cup final on?

    In america that is also a payperview event.

  13. oracledba says:

    i thought the timing of the roll-out was odd and have experienced the same delays as others have mentioned – i have tried 2 different computers and all 3 settings in 2 different browsers over high-speed cable and still have the same problem – i talked to support but have had little response – even received the following

    Delivery to the following recipient failed permanently:

    us-support@setanta-i.com

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550-5.1.1 The email account that you tried to reach does not exist.

  14. todd says:

    this is a fantastic improvement. after using ITVN and then setanta broadband, ive dealt with far worse growing pains than this. the picture is amazing, i plug it in with HDMI cables to my HDTV and its just shy of HD quality.. only exception is really quick pans of action. the record feature is incredible, especially because now that you have to download software to view, i cant watch at work anymore. recorded the arsenal chelsea match yesterday and it played without any problems.

    still many issues, but i no longer feel like i have such an inferior product. sure we still dont get all the shows, sure its still not on my tv (without cords) but if this proves to remain reliable, i will be a very happy camper. a price hike however would ruin everything

  15. Marc says:

    Jon, starting with this year’s final Setanta & FSC are going to show the final. They 2 channels will alternate years. I think this year FSC will show it live. I imagine Setanta will show it tape delayed.

  16. manubhoy says:

    I agree that this new Setanta-i is excellent, but the growing pains are frustrating. I’m trying, and failing, to log in to watch the United game right now. This is the third game in a row I’ve tried to watch that has given me problems. Once these problems are all sorted out, I highly recommend it.

  17. John says:

    Say what you want about the old version, but at least I could watch it at work.
    I work Saturdays so won’t make much sense to renew subscription. Nice while it lasted.
    At least I can get Five Live working.
    Was at home yesterday and missed the entire first half due to ‘technical issues’.
    My stretched 4:3 wasn’t that clear either. ISP tell me I am getting 12Mb.
    Hope this is all just initial teething problems.

    I got the same result trying to reply to us-support@setanta-i.com

    Any Silverlight experts on here? Wondering what ports it runs over.
    I see Autobahn runs over 8000/8001.

  18. flayVK says:

    What the hell? There are further tech problems accessing the ManU vs Pompey game today! What the hell is Setanta thinking? What is the point of improved quality if you can’t even access the game to see it – especially at the business end of the season. They don’t even post any alerts as to what is going on and when a resolution will be forthcoming – very frustrating.

  19. Yankee says:

    I haven’t been able to login since setanta-i started.  I’ve sent 3 emails requesting assistance & had a reply to 1 of them.  The reply basically says that it should work.  Great!  THese guys are awful, I missed siz nations games, I’ve missed rugby at the weekend and now I can’t get the Chelsea game.  What’s the point.  … truly disgusted.

  20. npalrecha says:

    I’m a yearly subscriber, but the way they are handling these outages are unacceptable. I’d rather see a poor quality video than no video at all. Setanta are a bunch of crooks. Looks like im going back to veetle.com to catch today’s game, just like yesterday.

  21. Colin says:

    The system is soooo annoying !

    It worked for me on Sunday when I was watching the Spurs game and I couldn’t watch the Liverpool game yesterday or the united game today ! It’s sooo messed up. Like it won’t even get onto the setanta-i website …. so it’s not a tech issue on my side … i’m getting all sorts of server script errors ! it’s a total mess … they should revert to the old win media stream until they figure out all the problems

  22. Ay_Gov says:

    I must echo the sentiments of flayVK. It certainly does look a lot better then it did previously and it works well, WHEN IT WORKS! I tried to login to watch the Arsenal v. Liverpool match yesteday but both live channels were down. I try to log in today to watch the Man United v. Pompey match and I can’t even get logged in without getting a myriad of errors. You seriously need to question their decision to roll out this whole new setup at the business end of the season when there are crucial games people are wanting to watch. I understand that the old Broadband was in need of a make over, but they could have waited till the summer….

  23. Ephri says:

    I really wanted to watch Todays ManU vs Pompey game. But the new Setanta-i does not work at all. Do they have some 800 numbers in US? Same issue yesterday, but I was able to see the 2nd half of Arsenal – Liverpool match.

  24. John says:

    Is anyone able to watch the live game right now?

    I’d like to think that they’d post something indicating that they are experiencing technical issues or would that be unreasonable?

  25. David Andrews says:

    I’ve been trying for a while now too. No luck!

  26. manubhoy says:

    I’ve given up on the first half, just hoping we get the second half like we did with the game yesterday.

  27. Thomas says:

    I must add my name to the chorus of frustrated users, certainly an improved viewer, but connecting and accessing content is a totally frustrating experience. I’m going to quit if the service doesn’t improve dramatically. Unstable, unreliable, and no actual tech services. Might as well go back to streaming.

  28. David Smith says:

    This is the same poor service that was Setanta Broadband. When or if you ever do get a message from Setanta they try to blame it on your settings rather than apologizing and telling you what they’re planning to do to rectify the problems.

    I’ve sent them 5 emails so far and am yet to hear back from them.

    DO NOT BUY THIS SERVICE YET!! IT”S WORSE THAN NOT WATCHING THE GAME IMHO!!!!!

  29. Jasbrit says:

    This “upgrade” to their broadband system is useless… and it doesn’t work.
    First – they now require Silverlight 2. It’s not Mac compatible for non-intel Macs. I’m a graphic designer with a $3700 Mac that’s less than 3 years old but was the last version of the non-intel Macs. As a result I can no longer access Setanta-i from home, because Setanta-i requires Silverlight 2 (not version 1). Had no such problems with Setanta Broadband.
    Furthermore, there was an issue with my ISP providing a non-US IP address, so for a few days (including last weekend) I couldn’t even access the webpage, and got some “Region Blocked” error.
    So, this afternoon, I have resorted to driving to my office to use a PC and watch the Man U-Pompety game, only to get another couple of error messages when I click on the mini screen to watch it Live. the first error was a “Runtime error”. So, I restarted the computer and web browser. The second time I got an error stating “internal server error”. So I restarted again, and this time I cannot even login… and get the message “Sorry there is a problem please try again later”.
    What the hell is going on here?
    Totally cr@p from Setanta. I cannot believe that they decided to do this with a month to go in the Premiership season. I’ve paid my subscription all year to watch the footy and rugby and I cannot watch the final weeks of the season. If they don’t get this sorted, I want my entire subscription refunded.

  30. Ay_Gov says:

    Well, it’s working for me now. A word of warning, if you can get logged in and streaming be wary of changing the stream quality, it gave me an error and stopped working for a while when I tried to change it to “Normal Quality”.

  31. FredZ says:

    I have had nothing but problems with this new Setanta service. I can’t see myself ever giving Setanta my money again at this point. My region hasn’t changed so why the hell can’t I access games. Of course, Setanta “support” (which is nothing but a useless email that has never actually solved anything for me) blames it on my ISP even though I know for a fact that my IP address resolves to a US host. What a joke. Now I get nothing but server error and “sorry there is a problem. Try again later” messages. I even got sent to some “global edition” of setanta-i for awhile. I’m now glad that Setanta lost out on the Prem package auction. Hopefully they’ll go out of business. No one should buy this “service”. It says a lot when its easier to access some shady stream from Asia than the official service I pay for.

  32. flayVK says:

    Well, what do you know – just like yesterday it starts magically working around half time!! Urggh! For what it is worth I gave “Ay_Gov” comments some thought (i.e. that some problems could be local) and cleared browser caches/cookies, etc and rebooted the machine. Then I was able to login and launch the game :-)

  33. FredZ says:

    Yep. Now its back. I think it is pretty clear that they can’t handle the number of people trying to access these streams. Then when enough people give up (after missing half the game) they can handle the lighter load and like magic we can finally watch. Pathetic. I’m going to file a consumer complaint and they sure as hell won’t get another cent from me.

  34. manubhoy says:

    Sweet. It took 65 minutes but it’s working!

  35. Carm says:

    FELLAS, I’m DYING here. I LOVE the new Setanta-i. It’s miles better than Setanta by Broadband, but I’m having a huge issue logging into it right now to see the Man U Portsmouth game. But I guess it’s all “growing pains”, which is ok with me.

    I’m from the States and when I log in I’ve noticed that sometimes it doesn’t switch from “Setanta-i Global Edition” to “Setanta-i US Edition”. My US edition has my normal channels, while the Global only has the news. Anyone else having this issue?

  36. flayVK says:

    I’m viewing in the States also and had “all of the above” issues BUT now logged in and watching the game. Not sure what else to tell you other than what I tried above (which I doubt was the actual issue – I’m more inclined to think it is down to Setanta NOT being able to handle the demand).

  37. Ay_Gov says:

    I had that too CARM. I think it’s the system getting strained and freaking out.

  38. ulster_red says:

    Well some bright spark really screwed up at Setanta!!!! Why not test out a new player during the summer after the football season is over??? Not 4 weeks before it ends!!! I missed 43 minutes of the United game trying to log on today. Not exactly the best way to keep your customers happy!!!!

  39. Ringo says:

    So far it’s a great advertisement for the illegal streams.

  40. Hi,

    I am the Director of New Media at Setanta and responsible for Setanta-i.

    I want to start by sincerely apologising for the problems that our customers have experienced yesterday and today. Despite how it looks, these problems were not volume related (we successfully supported much higher volumes at the weekend when we had large audiences in the UK as well as North America) – it has just been terribly unfortunate timing that other technical problems have arisen when these matches have been taking place. Because the issues occurred at the data centre where the Setanta-i application is hosted, the same problems that took down the service prevented us from putting up a coherent error message. We are aggresively pursuing these issues with the technology partner involved and are absolutely committed to getting the problems sorted out and getting the new service fully stable.

    Please be assured that we are determined to deliver a quality service and will stop at nothing to get these issues resolved.

    Finally, some of you have been using the wrong customer services email. US customers should address queries to us-setanta-i@setanta.com (not @setanta-i.com). This may account for why some people have not received a response from our Customer Services team.

    I look forward to delivering you a much better service over the coming days and weeks but, in the meantime, please accept my apologies for the frustration you have been caused over the last two days.

    I hope that you will feel able to bear with us a short while so that we can show you how good Setanta-i can be.

    Yours faithfully,

    Stephen Michael
    Director Of New Media, Setanta Sports Group

  41. dontcallmepaddy says:

    Is there any way you can get rid of (or hide) the preview thumbnail screens under LIVE CHANNELS on the home page? I came home from work tonight hoping to watch the Man Utd v Portsmouth match on demand, and one of these little screens flashed the score before I had a chance to start the match. It ruined my evening!

  42. John says:

    I contacted Setanta-i support through the application and received an e-mail from us-support@setanta-i.com saying that my issue may be speed related and pointed me towards my ISP.

    ESPN360 & many other streaming utilities work perfectly over my connection.

    I hit ‘Reply’ and the mail bounced straight to me.
    Maybe if they supplied me with the correct address the they would have received my reply.

    How about leaving the next major upgrade until the summer.

  43. brian says:

    The new format is nice, but there is one big glaring problem- the aspect ratio is distorted. You apparently are sending the 4:3 image stretched to fit a widescreen display. Unfortunately, the silverlight player doesn’t have an option to correct this. Hasn’t anyone at Setanta noticed this? The Setanta News channel is fine- no distortion.

    And when I tried to watch the Man U game tonight I got the “not available in your region” error, even though it’s listed on the silverlight schedule, as well as on the web Setanta-I schedule.

    Finally, your customer support doesn’t respond to problem reports- I comoplained to them about the aspect ratio bug on Saturday, and no one’s responded.

  44. Chris says:

    Pretty poor really.

    The video quality is nowhere near as good as ESPN360 (coupled with the aspect ratio issue).
    There’s no excuse for data center problems these days. If a service provider is committed to providing a quality service they would have ensured they had failover / backup plans in place before launching the service.

    I’ve just cancelled my subscription.

  45. Trevor says:

    I am a Setanta Broadband annual subscriber and went to watch the FA Cup games and found that I need Silverlight 2.0. Microsoft stopped development of Silverlight for the PPC platform at version 1.0 and Setanta-i requires Silverlight 2.0.

    Like Jasbrit, I have one of the last generation Mac G4 PowerBooks on a PPC chipset, I found myself cut off from the content that I have a year’s subscription for with no advance notice of changes in the system requirements.

    Sorry Setanta but (as an IT support person) radically changing the service and introducing new system requirements without advance notice to your clients is just ‘bad form’. Those of us who signed up for long-term contacts based on the old service (you told us to test it first and we did and it worked) are now unable to get the service we signed up for and you promised to deliver.

    So, now I’m stuck trying to contact Setanta to get my money back or find a way to get their content on my PPC computer. Of course, in order to get to the Setanta-i site with the FAQs and contact info, you need Silverlight 2.0. Catch-22.

    I have emailed and got a “we’re swamped and will get back to you as soon as possible” reply. Nice.

  46. ulster_red says:

    So the Director Of New Media Excuses chimed in with a bunch of B.S., big deal, just fix the problem!!! And there’s no excuse for bad customer service!! Why you would change systems 4 weeks from the end of the season knowing there were bound to be teething issues, do it in the summer when no-one is watching, and these problems can be ironed out in time for the new season!!! Sounds like the same old excuses that ITVN gave us, bad timing, your ISP’s fault, tech problems that aren’t their fault, blah, blah, blah…..

  47. SB1234 says:

    Thanks Stephen for the apology but this is still unacceptable. And if case you did not know, your customer service is pathetic. I guess you have a promising business model: irate customers, net loss of 115 GBP in 2007, loss of a valuable package of rights to live Premier League…Need I say more. I cannot wait to cancel my membership as soon as this season is over.

  48. brian says:

    I found that the “not available in your region” error I get when I try to view Setanta-I in Firefox goes away when I use IE. At least I should be able to view the (still distorted) stream now. But it’s a pain to have to open another browser to do it, especially since it worked fine in FF the day before!

    Tech support still hasn’t gotten back to me on the aspect ratio issue, which I complained about on Saturday. They did respond to my complaint about the “not available in your region” error, suggesting that I check to see if my ISP was incorrectly reporting what country I was in!! When I tried to reply (as the email invited me to do), I got this in return:

    “This is an automatically generated Delivery Status Notification

    Delivery to the following recipient failed permanently:

    us-support-i@setanta.com

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 , Recipient unknown (state 14).”

    Yes, this is beginning to remind me of ITVN!!!

  49. Jasbrit says:

    Steven Michael – you can stick this bunch of BS up your @rse mate.
    I finally received a fantastic “non-response” from your customer service staff, via email. After I advised them of the issues of Silverlight 2 with non-intel Macs… and advised that (according to the webpage source) your new platform is requiring and looking for Silverlight 2 to be installed on a computer… I received an infuriating reply as follows:
    “Thank you for contacting us regarding the issues you are having with your installation of Silverlight.
    Can you access the link below to confirm that the platform you are using is compatible with Silverlight?
    http://www.microsoft.com/silverlight/resources/install.aspx#sysreq

    What an f-ing insult mate. Don’t you think that in the past 6 days, I’ve been working all bloody angles to try and get this cr@p sorted out!
    In my email, I clearly explained the issues – that your new platform requires Silverlight 2, but non-intel Macs are only compatible with Silverlight 1.
    I even tried a “installation trick” to trick the computer into allowing me to install Silverlight 2, but it doens’t work with your new Setanta-i platform.

    Of the 9 people I know, in various parts of the U.S. who subscribed to Setanta Broadband service, only 1 has had any sort of success with the new Setanta-i service… and I use the term “success” very loosley. One of my friends was able to watch the final 30 minutes of the Man U – Pompey game, yesterday, after spending over an hour trying to login to the service and get the Live video stream to operate.

    You’ve well and truly made a balls-up of epic proportions here, Setanta.

    I sincerely hope evryone cancels their subscritpions to your internet service.

  50. Jack says:

    Agree with most – why start with a new look site and all these probs at this exciting part of the season? I am off to empty my bank account so these blood suckers can’t keep taking cash out every month! GET IT FIXED or bring back the old version.

  51. FredZ says:

    Hi, Stephen Michael,

    The first thing Setanta could do to make me feel better about how this service has functioned is to fire the “Director of New Media at Setanta”. Look into that, ok?

    I finally got pretty much the same nonsense from your post above in a bunch of useless replies to my email to your “support” email. I’d still like some response on how you could be reporting a clearly American IPaddress like mine as some how being out of region. Every other service I use online seems to have no problem at all pinpointing not only that I’m in the US but also the exact part of the country where I’m located. It is pretty basic stuff really so why can’t Setanta figure it out. Please do us all a favor, resign and tell your bosses to hire some competent staff. No chance I resubscribe next season so you’ve just lost a customer who has used setanta broadband since before you even had Prem games. Good work!

  52. John says:

    A little tip for you guys lucky enough to get a response from Setanta-i support.
    Their mail will come from us-setanta
    Don’t just hit ‘Reply’ and assume they’ll get it.
    For whatever reason the reply goes to ‘us-setanta’ & you get a ‘Remote host said: 550 ‘, Recipient unknown mailer daemon message.

    Just copy us-setanta-i@setanta.com and stick it in the ‘To’ field and you’re golden.

    I bet Mr. Michael is hoping that Setanta’s bonus policy is based on the AIG model.

  53. Jasbrit says:

    It is possible that Mr Michael’s direct email address is:
    ******@******.com
    I’m not 100% certain, but have a contact at the BBC in the UK (Sport) and they suggested to try that as his email address.
    I would suggest copying him on every email we sent to setanta’s customer service team.
    I tried sending an email to his address and it didn’t get returned… so there’s a chance it’s correct.
    The customer service email address is one of the following:
    us-setanta-i@setanta.com or global-setanta-i@setanta.com

  54. Dear All,

    I appreciate there is a lot of anger and frustration about these issues and the reality is nothing I say will make much difference to your opinion of the new service at the moment. You need to see it working properly and nothing else means very much. I completely understand that.

    Nonetheless, i want to answer your questions anyway so that (1) you understand that we do care about the service we provide and (2) because you have a right to have accurate answers to the questions you have put.

    I will deal with each of the main issues in turn.

    1. Choice of Silverlight as a platform. One of the factors that we had to weigh when selecting our player technology is security. Not just for our own purposes, but because sports rights owners often place specific requirements around how content is protected (as do Hollywood studios and other content owners). The de facto standard is Windows Media DRM / PlayReady and that meant that, for our rich media platform, we had to go with Silverlight over Flash (as have many other broadcasters such as Sky and ITV in the UK). We think Silverlight is the right choice for other reasons as well but, even we didn’t, the DRM issue is one that we have to address. The downside of this choice is it adversely affects pre-Intel Mac users. Do we wish there was a perfect solution that both protected content to the satisfaction of ourselves and our partners whilst also being accessible by everyone? Absolutely. Is there such a solution? At the moment, no.

    2. Geo-detection. We are using a market-leading third party solution here (one also used by 2,000 other businesses including eBay, Yahoo and Lycos). It is supposed to be incredibly accurate. Now clearly it isn’t working as well as it should and we are following that up with the provider as a matter of urgency. However, it is important that our customers understand that we have not rolled out some third rate geo-detection solution – quite the opposite.

    3. Customer service response time and quality. Because of the problems with the US service earlier this week, volumes have been higher than forecast and this is having an impact. We are working to increase capacity and restore our SLAs. As regards response quality, with any new service it does take some time to discover all the issues (they can’t all be anticipated pre-launch) and plan the most appropriate responses. That is not meant as an excuse but it is an operational reality. I am confident that response quality will be radically improved very quickly.

    I hope this goes some way towards answering your questions and providing some reassurance that we are taking the necessary steps.

    In the meantime, I would reiterate my earlier apologies and the acknowledgement that all that really matters is that the problems are sorted out fast. Please be assured that is what we are focussing on.

    I will be continuing to monitor this thread so you can be confident that I am fully aware of anything that is posted here.

    Yours faithfully,
    Stephen Michael

  55. ulster_red says:

    More drivel from Stephen Michael……….how about answering the real questions???

    1. Why now??? Why not in the summer when the football season is over? Why ruin the end of the season for everyone?

    2. How come it’s so easy to log on at any other time, except when popular games are starting? (i’ve logged on numerous times this week, first time, with no trouble at all, except when the big premiership games were on of course!!)

    3. What does geo-detection have to do with error messages popping up like, “internal Server Error” or “this service is not available at this time” or “sorry there is a problem, try again later”??

    Tomorrow is make or break for me, we’ll see how many growing pains they have fixed, then it’s cancel the subscription, and off to watch illegal streams for me. I’ve had enough!

  56. Thomas says:

    While I certainly appreciate Stephen Michael taking the time to respond, am I convinced it’s something other than spin … I don’t know. But like Ulster Red, tomorrow is the acid test, no game, I’m done. I can’t fathom why they’d roll it out mid season, what an amazingly stupid thing to do. Their main competitors seem to be themselves.

  57. Jasbrit says:

    Mr Michael –

    Just a few more comments / questions…
    1. Had you done your research on the appropriate platform of choice, you’d have seen that Silverlight was full of problems and has been dropped by several companies because of a series of glitches (not least MLB.com, who operate a rather successful streaming video operation) . In addition, ITV had several issues with Silverlight also – and from the research that I have done, those issues appear to be similar to some of the others we are hearing on this forum. Clearly Silverlight wasn’t a very good choice, not only because of it’s non-compatibility with non-intel Macs. In addition, I’m very disappointed that your answers above seem to indicate that you have no plans at this stage to offer a service for non-intel Macs, which is extremely surprising as many superior graphic-oriented computer operations perform better on Macs than PC’s and it’s not as if non-intel Macs are very old technology. As I mentioned, my computer is less than 3 years old.
    2. Geo-detection… you’re clearly doing something different than Ebay,Yahoo and Lycos, because we aren’t having the same types of issues on those sites. Furthermore, in the case of Setanta-i, your “market leading” geo-detection software won’t be market-leading for long, if Setanta-i is anything to go by.
    3. Clearly, and quite understandably, your CS team have had a nightmare this week… but this situation begs the obvious question that you haven’t answered… what on earth were you guys thinking by making this change with only 4-5 weeks left in the Prem season? You have admitted that you couldn’t have anticipated these issues, so you were bloody stupid to make the change at this time. Who’s been fired at Setanta for this cock-up?
    Finally, unfortunately, I’m not an attorney, but is anybody who’s reading this an attorney or know of an attorney who would be interested in taking on a class-action lawsuit here. I have no idea if this kind of balls-up by Setanta could even be challenged in such litigation, but there are obviously hundreds / thousands of subscribers to this service who have spent $15 a month or $149 / year building up to this point in the season to be terribly let down by Setanta, without any notice that we would be paying to watch games from August to mid-April, then get totally shafted by Setanta.
    well, I’ll spend Saturday morning watching the scores update on Skysports.com or soccernet.com, when I was expecting to be watching my beloved Boro take on Arsenal at the Emirates!
    Who knows… the way we’re playing this season, it could be a blessing :-)
    Cheers Setanta!

  58. Dave G says:

    I was willing to give Sello Tanta Sports the benefit of the doubt this week, but like others, I am ADAMANT that the service I PAID THEM FOR be functional when I log on tomorrow morning

  59. Amazed says:

    Mr. Michael

    Someone cracked Silverlight and we recorded the Olympics off of NBC’s broadband feed last summer. Get over the digital rights protection. And just when you think you will have the perfect protection in place quantum computers will appear to crack anything. Open up the platform to Linux and Macs. Java based engines are the way to go. .Net is crap and locks users into slow hardware.

  60. Vic says:

    I too am a dissatisfied customer. I live in England, and Setanta broadband used to work fine on both my PC and my Macbook laptop. I was very satisfied with the quality and service.

    The new update clearly is much more aesthetically pleasing, and the picture quality looks brilliant. When I first saw the update, I was very pleased! But then I tried to view content. Oh dear.

    On my macbook everything seemed to work smoothly and I was excited. But then I went to try the service on my PC. I installed all the software, but no matter which web browser I tried, the live channels simply would not load. On top of this, the on demand recorded content wouldn’t work properly. Audio would play perfectly, but the picture for some reason only plays at what I estimate is 75% normal speed. This is very peculiar and means that the sound gets more and more out from the picture. Obviously, at a speed of 75%, the game is pretty much unwatchable anyway. But to compound this, after around 10 seconds, the sound keeps freezing and playing, on a loop. Then the picture does the same! So I emailed Setanta to inform them of how upset I was with this upgrade. Introducing a change like this without any prior warning is, in my opinion, ridiculous. Paying customers, who have tested the service on their platform to ensure it worked before subscribing, are left with no service and without their money too. At the very least, setanta should have left the old service running alongside this one so that anyone who cannot use the new service still get their money’s worth.

    But despite this disappointment, I wasn’t as incensed as I could have been. I still had my Macbook and figured I could watch matches on that. The Man United vs Tottenham game tonight, for example. So just now I have tried to log in to Setanta-i to make sure everything was working fine for tonight, and now I can’t even log in! I’m getting an error which says “The remote server returned an error: (550) This user has a” and that’s it! I can’t sign in, and I don’t even know why because I am unable to read the complete error message. This is just ridiculous. If I am unable to watch the United game tonight due to this ( and I should be entitled to watch it – I HAVE paid to watch it), then I will be outraged.

    I have not yet received a reply about my problem, but I did only send it yesterday so I’m not angry about this yet. But seeing the mass of complaints on here, I am very worried I won’t be able to watch the match, and will not even see the service fixed at all!

    My advice to Setanta is to roll back the software to the previous version until the end of the season, and in the meantime examine all the complaint emails – see if they can fix the software so that most of these problems won’t reoccur. And then at the end of the season, re-introduce the software. Maybe even leave both services running permanently, if that’s a possibility.

    Vic

  61. Vic says:

    Well, good news in a sense – the login problem must have been a temporary one because I am now able to log in again on both my computers. My PC still has the same video playing problems, but my setanta-i is working perfectly on my Macbook. Thank goodness, because that means I can watch the match.

    However, my problem is not fixed, since my Macbook only works on wireless internet (I have a fauly LAN cable port), and I do not own a wireless network in my house. So if I want to watch a match, I’ll have to go somewhere with a Wireless LAN. I want my PC to work on setanta-i too!

  62. Thomas says:

    hmmmn…. working, so far. Perfectly. Waiting for Hull/Liv, watching Sports Saturday without any issues, curious what the added viewer pressure will do.

  63. Thomas says:

    seems I’ve spoke too soon -bad news – good news, tried to select the live Hull game, to be told that the game was 1. only available to subscribers (?), then 2. Sorry, something wrong with the player, try again later…. bloody hell … logged off, then signed in again, and it seems to be working.. So far – this has ceased to be amusing …

  64. ulster_red says:

    Yeah Thomas, i’ve been watching for a while too, with no problems, but i just logged off. Will try logging on again at 10am when the Liver-fool game is about to kick off, that’s the big test, cos most of the time i don’t usually have time to log on an hour before the game just to make sure i am on there before the big rush at kick-off. Fingers crossed……

  65. ulster_red says:

    Well fair play Mr Michael, don’t want to jump the gun but seems like things have got sorted, logged on with no problems right at kick-off time. By the way, picture quality is definitely better than before. Hope you can get all the Mac users sorted too.

    Now, for you next challenge, if you could just help Hull beat the scouser scum…….

  66. Ulster_red / All,

    I don’t want to jump the gun either but I am glad you are able to report a better experience today. However, I am sure it wasn’t perfect and we know we still have work to do.

    We’ll continue to address the outstanding problems ASAP this week.

    I’ll stay in touch.

    Best Regards,

    Stephen Michael

  67. oracledba says:

    as it stands, i am still experiencing the same delay/drag issues with the birmingham game as i had last week – every 15-20 seconds the broadcast stops

  68. Ay_Gov says:

    I can’t even get the Birmingham game to load….. It’s wonderful that this change gets made a few weeks after I paid up for my year!

  69. Thomas says:

    Kudos, both the Liverpool and Manchester games played flawlessly after some initial issues, 8/10, so thanks are due for the improvements by Setanta. Now, fix the Birmingham and PPc/Linux problems please.

  70. brian says:

    No response to the aspect ratio issue? Let me take a wild guess- you don’t know what an aspect ratio is?

    It;s pretty obvious that the rocket scientists at Setanta who created this mess don’t have a clue about it!

    Ya think the ITVN guys might still be available?

  71. Jack says:

    I have a few questions

    Why does it say autobahn isn’t installed when you know it is ?

    Why does autobahn take up so much memory ?

    Why change over now?

    Is it possible to admit your wrong and get the old system back up?

    Will i get a refund for missing the Man Utd game and semi of the FA cup last week?

    Why are you still taking money out of peoples bank accounts when you know your service isn’t working?

  72. darren says:

    Mr Micheal,

    My experience with the new Setanta i broadband service has not been good at all, yes the site looks better but the issues far outweigh the benefits at present.

    Where to start, the site is buggy as hell with issues logging in, getting kick out of the site while viewing and changing settings, issues with content not being “recorded” in the my channel section, etc, etc.

    Worst of all is the quality of the streams, which i find in the main to be grainy with terrible video tearing especially on panning shots. I have found the quality to be worse with this new Silverlight player than on the old WMP.
    Check out the quality of the streams from sites like BBC i player, they are miles better.

    As Jasbrit mentioned above you don’t have to look far to find examples of other subscription sites that have had major problems with Silverlight.

    These issues need to be resolved ASAP otherwise i will be terminating my subscription.

  73. Thomas says:

    Mr. Michael

    it”s better, but still very buggy, still unreliable. I’ll not renew if it doesn’t soon stabilize, and btw where’s our refund/credit for all trouble and down time ? Surely a credible company like Setanta, would insist on reimbursing faithful clients for all their troubles.

  74. Tony says:

    They do seem to be working the bugs out of the new Setanta-i broadband service. I managed to watched Newcastle v Portsmouth tonight and had to select the smallest screen and poorest quality picture! It’s seems to cause less buffering that way.

    Hopefully by the weekend all the problems will be ironed out;)
    As a good will gesture why don’t you give all who subscribed in April a free May ? Since a few have lost out.

  75. chris says:

    Here in UK Setanta broadband service was OK and acceptable to view however since 3rd party plug- ins have been imposed on users the service is not acceptable. Cannot view any live channels so i have sent Setanta email to unsubscribe – which no doubt they will ignore! Setanta were highlighted last year in UK on national TV (BBC) following complaints from customers. Lets just hope Setanta can soon obtain 100 milion funding from Venture partners otherwise i would suggest with their present ‘churn rate’ (losing customers) subscribers might just see the end of this Company soon.

  76. brian says:

    Tried to watch the Newcastle Portsmouth match on demand tonight despite the distorted image problem. Unfortunately I made the mistake of fast forwarding through the half time stuff. After a few minutes the screen went blank except for the little spinning ring. Then I got the “there is a problem with this video” message. Now I can’t get anything.

    If their finance staff is as competent as the tech staff (who are unfamiliar with the term “aspect ratio”), I can understand why they’re going under. I just wish they’d liquidate themselves sooner rather than later- maybe Sky or whoever picks up the pieces will do a better job than Setanta is doing.

  77. pwm55 says:

    Would be nice to view the new package and have paid for a full one years subscription, I have not been able to stream since the launch!! The only means of communication is via a e-mail brick wall even e-mailing everday fails to get an answer, try speaking to the other teams and they blank you off even pleas to speak to managers fail. I have missed several key games to date so in frustration I have e-mailed head office demanding an update of when my connection will be restored and a lengthy extension to my subscription.
    I have discovered that I am not alone with literally hundreds in the same position so you all out there do the same and bombard head office.
    I agree with earlier posts why on earth launch a major update now where was the beta? my frustration grows missed key games head office says they will respond in 5 working days and thats good customer service LOL.

  78. Anthony Thomas says:

    Oh the mighty whiners have struck again! Look the net is not perfect, Linux is used by 5 people mostly nerds, not common people, like Apple users we (the rest of the planet) don’t have to work around you.

    Most of this is available on Direct TV, if you want me to record it for you ask, geez, I have an HD-DVR.

    I get the 480p output from the box to my Media Center PC, none of this freeware nonsense that’s not directly supported by anybody but geeks that have a hard time explaining something in terms normal people can understand and you complain abut Ebonics?

    I want this soley for the FIA GT, failing that, I can still get… Soccer matches, piff so what.

  79. Steeeeev says:

    Hi Stephen Michael

    I am hoping you can help me since I haven’t any response from your tech team since my first email to them 2 WEEKS AGO. Clearly they must be snowed in with complaints, your new service is a shambles right now, but 2 WEEKS?! PLEASE.

    I have tried everything to get into Setanta i for 2 WEEKS now. I have downloaded Silverlight. I have downloaded Autobahn. Occasionally (twice in 2 WEEKS) I get in, but most often i get the old ‘Region blocked’ message.

    I’ve missed 9 games I wanted to see now in the past 2 WEEKS. I paid your company money for a service that you’ve taken away. You moved the goalposts on SO MANY loyal setanta subscribers and it’s left a really ugly, bitter taste in our mouths. Add to that a ‘Customer Support’ team that doesn’t provide any advice in 2 WEEKS and you’ve got some really upset people to deal with.

    So Stephen. Please. Tell me how to get around the ‘Region Blocked’ message before I miss yet more games. It’s not much but it’s about the least you could and should do.

    Bitter and disappointed….

  80. Glenn says:

    To Stephen Michael,

    Count me as another unhappy Setanta (soon to be ex) customer. I can’t use the service even at low quality without it freezing every 5 seconds. No response from your support weeks after I contacted them. Maybe you will take notice if I post here.

    Then today, finally, I got an email from Setanta. The credit card that you used last time to renew my subscription (without asking) has expired and you need a new number.

    Guess what? That’s not going to happen.

  81. Richard says:

    I too have complained (several times) about the aspect ratio bug and been ignored. I think they believe (as do some HD broadcasters) that the vast majority of people simply do not notice or don’t care about aspect ratio problems. I find incorrect aspect ratio instantly noticeable, and literally unwatchable. I will be an ex-customer of Setanta quite soon if they can’t correct this problem.

  82. Sean Smith says:

    I’m having the same problems as a few above – in normal and high quality settings, the picture moves in slow motion while sound runs as normal.

    In low quality, I get constant a constant irritating `stop/start` that is wearying after a while.

    I preferred the old service – it wasn’t quite as clear, but at least it streamed smoothly.

    Think I’ll cancel.

  83. ulster_red says:

    WOW, i had to work all day yesterday, so i set the player to record the Man Utd-Boro game, and lo and behold it did! I was able to watch it last night with no problem. Hopefully all the other problems will be sorted soon.

  84. Dave G says:

    still having some issues with the feed stopping and starting on High Quality
    Here is my ONE QUESTION to STEPHEN MICHAEL
    How in the hell does my Setanta-i continue to stop start when viewing in HQ while my FREE online P2P coverage from ?????(no way im giving you the name of the service) runs without any stop starts???

    That is poor…piss poor
    And I’m not just on here to hate on Setanta…I love having it to be honest
    I love the fact that I can watch Games and Football Matters on demand now…and I love the expanded Setanta News feeds…BUT the fact that I can piss off to the web and get better feeds of your service for FREE than the one I HAVE PAID YOU FOR!!…well….it’s a bit piss poor isn’t it?

  85. Caleb Borcher says:

    Mr. Michaels,
    If you really are monitoring this, my only question is when will the refund plan be rolled out? You have pulled the subscription out from under the feet of the Mac folks, and that is just dishonest. You didn’t have to stay away from Flash apps (rugbyzone.com, the site that destroys your own as far as quality and dependability have many of the same competitions and they use Flash based apps) but you did and now I can’t use your service. That’s fine. I started my yearly subscription in Jan., and 5 months later I can’t use it. I’ll give you a free month. You give me 50% of my money back and we can call it even. You need to be far and just give those of us who cannot use your product anymore our cash back. That way, if you can get around to making it available to us again, we might resubscribe. However you cut it, giving someone 5 months of service at the price of 12 months is robbery. Its unethical, and you should be ashamed for covering your butt instead of taking it on the chin and offering a refund.

  86. brn442 says:

    As a former ITVN subscriber (what a joke that was) I was used to frozen screens, poor picture quality etc. Setanta i is a vast improvement from their former platform. The audio and video quality is much better. You can actually see the blades of grass at Anfield. It would have been nice if Setanta promoted or warned about the switch and gave their subscribers the option of the old platform incase they couldn’t use the new one. I too had problems loging on to the Liverpool / Arsenal match but its working now. The fact that I just bought a new computer may have something to do with it, god only knows how much RAM this new silverlight app uses.

  87. Dear All,

    Firstly, I want to reassure you that I am still monitoring this thread and we remain absolutely committed to resolving any outstanding problems fast.

    A few specific comments in response to some recently posted issues:

    1. Geo-Detection. Following this problems experienced in Week 1 of the new service, our provider made a number of changes and this appears to now be working for the vast majority of customers. If you are still experiencing geo-blocking problems then please contact us at (for US customers) us-setanta-i@setanta.com as there is a user level fix that we can apply.

    2. Aspect Ratio. We are aware of aspect ratio problems on some Setanta-i content and this is being addressed and will be resolved imminently.

    3. Customer Service response times. Our Customer Service team has now cleared down all backlogs and is responding to all queries in a timely manner. I apologise if this has not been your experience over the past few days, and I will be investigating that further, but I am confident that any further support emails you send will be responded to promptly.

    4. Refund policy. This is always done on a case-by-case basis but we will of course be taking appropriate steps where customers have experienced problems and have not been able to use the service for which they have paid. This obviously also applies to any users with older Macs who cannot access the new platform.

    5. Streaming quality. Obviously there are a huge number of factors that affect internet broadcasting and all I can say here is that we remain committed to working with any individual customers who are experiencing video quality issues. Please be assured that we are using an enterprise class content distribution solution and have not spared any expense in seeking to deliver the best possible experience. To the extent that is not working for a minority of customers, we are as annoyed as you are and will stop at nothing to get the situation resolved.

    Although the vast majority of our users are now having a good experience of Setanta-i, I appreciate that is no consolation to those of your who are still havign difficutlies. Please be assured that we don’t want to leave any customer behind and we will continue to work to resolve the outstanding issues as quickly as possible. In the meantime, thank you for your support and patience.

    I will continue to stay in touch with you all on this thread.

    Yours faithfully,

    Stephen Michael
    Director Of New Media
    Setanta Sports Group

  88. Dave G says:

    Fair play then…at least you are up on it, gotta give you credit for that
    Like I said eariler….I love having my Setanta i, but the kinks could have been ironed out in the summer rather than in the final stretch of the season…poor judgement there for sure.
    Loving the Setanta News feeds…and football matters etc etc on demand….class!

  89. Vic says:

    Stephen Michael, any idea why on my PC (on IE, firefox AND safari) I am unable to watch live channels, and on demand content doesn’t work either – the video plays at about 3/4 speed whilst the sound plays at full speed so they get out of sync, and then after 20 seconds or so, both start jumping? Any idea how to fix it?

    Thanks very much,

    Victor

  90. bda says:

    Stephen Michael, I’ve been subscribing to Setant-i/Setanta Broadband for the past 3 years and while I’ve often found the product to be a tad inconsistent, I do have to say that on the whole I have been more than satisfied with it. It has proved to be an invaluable medium for keeping up to date with many sporting events. However, since the upgrade I have been unable to view any content whatsoever due to the geo-blocking issue. I have sent at least 10 emails which have gone unheeded or, even if acknowledged, not followed up on until the issue was resolved.
    After reading your most recent post, I have just emailed using the address you provided. This will be my final effort. If the issue remains unresolved through this weekend then I will be requesting a refund. I will also discontinue recommending your service to people I know.
    I find it extremely strange that a company of Setanta’s stature and size has left me with no choice other than to air my views in such a public forum. I work in the service industry and I cannot comprehend nor accept such inadequate customer service.
    Can you answer me a few quick questions: will the GAA Championship be available on the U.S. edition and the Global edition? Will this be pay-per-view and available free to annual subscribers? Can users move seamlessly between U.S. edition and Global edition?

    I look forward to your reply.

  91. oracledba says:

    anybody else still experiencing the same problems with the united-city game? its amazing that there are still deley/freezing issues with this product.

  92. Thomas says:

    Yet another pointless Setanta experience, despite the fact that it was scheduled, No Manchester derby was broadcast.

    What am I paying for Mr. Michael ?

    Unreliable in the extreme, every-time I log in, something else screws up …. thank god for the free streams, …. and why is some putz in the third world, in his bedroom on his cheap pc and router, a more reliable broadcaster that Setanta ?

  93. pwm55 says:

    I believe Stephen Michael monitors this thread? question Mr Michael why don’t your staff answer e-mails? do you consider that after 3 weeks of being unable to access your new improved (allegedly) Setanta i is acceptable? in my case I cannot login as your new site states that I am not a customer despite the fact I paid a one years subsciption and a recent notification that my account had been transferred, recieved when I could not login. Despite numerous e-mails including head office (what a joke that is no repsonse other than automated replies will respond in 5days guess what no replies) I am still unable to login, in any business taking monies without providing the product is illegal. Don’t look to me for any reccomendations or renewal of an account (LOL) judging by numerous blogs Setanta will be a name of history as customers vote with their feet (wallet).

  94. bxtzd3 says:

    so if i get all the comments straight, its the live feeds that is the issue? i personally would be watching the on demand. in the us cant get any rugby and after tasting the world cup, i want all i can get. so what is the real deal being theres no other ooption other than sat tv. and i have cable

  95. Peter says:

    Oh good, I thought it was just me having issues. I can’t access this at work and at home it’s atrociously slow. I’m happy to advance but this is poor.

    More than anything, customer service response time remains staggering. I actually need to cancel my subscription via the online platform and had planned to get it instead through direct tv but this is genuine food for thought. I have sent 6 emails over 2 weeks to Setanta and have received no reply. How can there be no phone number? Is that even legal?

    Peter

  96. Dave G says:

    Man U/Man City game was stop start in High Quality (piss poor that!) but settled down in normal quality….so all in all not too bad I guess, but its still very disappointing to have to deal with that at all.
    Still a big fan of Setanta though :)

  97. oracledba says:

    i realize that the newcastle-boro game is pretty worthless but its stunning to me that when i try to watch it on setanta i am now getting 500 Internal Server Errors -

  98. Dave G says:

    piss poor…Sello Tanta you are losing me as a fan
    For f**ks sake…can’t watch Newcastle/Boro …so had to go to ESPf**king N 360 to watch Sheff Utd/PNE not a bad replacement mind, but I logged on there and was watching the game in less than 15 seconds!!!!!

    FFS Setanta…get a grip!

  99. oracledba says:

    now i am getting a message
    “this content is only available to subscribers” which i have been for 2 years

  100. Safa1976 says:

    Hey Oracleba… i am having exactly the same error messages. I had them a few weeks back as well…it’s a poor showing really and i don’t think the gae is worthless at all…there are two sides there battling to stay in the premiership and who ever loses is pretty much relegated..I think it would be a great game if we could see it!!

  101. J says:

    I am getting the exact same messages.
    These clowns had the balls to send me an e-mail about 2 weeks ago telling me that my credit card had expired. They are trying to auto bill me for a service that I cannot see.
    Of course they have not replied to the mail I sent back.
    Probably too busy pissing themselves laughing at the quality of their service.
    Is Mr. Michael still employed I wonder?

  102. schayzelden says:

    i just want to watch the game :(

  103. schayzelden says:

    @oreacledba: exactly the same thing here btw, you aren’t alone. Setanta, what a load of ****

  104. J says:

    I think they have written a random error generator into their code.
    Now getting ‘content not available in your region’.
    That’s the third one I got.
    I expecting the next one to tell me I was an idiot to pay for a yearly service that I only got to watch for 8 months.

  105. Dave G says:

    Mr Michael I want answers!
    You have had more than enough time to sort this out

    It is OBVIOUS that your system cannot handle the traffic…
    You owe me an extra month on my subscription at the very least

    Piss Poor today and I don’t hold out much hope for the weekend games at this rate as we get to the final few matches….should I log on tomorrow and “camp out” so that I can watch on Saturday?

  106. chris says:

    Gentleman can i suggest you do what many here in the UK are doing and unsubscribe.! I must admire your patience but enough is enough unsubscribe before you become an unsecured creditor. You have been warned !

  107. Thomas says:

    arrrghhh … what a bloody waste of time, first I wasn’t a subscriber, then an 500 code remote server error, then I’m in the wrong region, then sorry there is something wrong with the player.

    Setanta can’t even decide on how to lie to me. Dismal service, criminally poor planning, non-existent technical support and no signal. Save your bullshit for the subscribers Mr. Michael, I’m back to the free streams, and I’m done with your “service”.

    Class action coming soon, I’ll keep you informed

  108. Cory says:

    Like everyone else on this site, I too have had significant issues with the launch of Setanta-i. I had the unfortunate luck to subscribe to Setanta Broadband about 2 weeks before the launch of the new service (I bought the $150 year package…ughhh). For those 2 weeks it was glorious… all the soccer and rugby I wanted. Then, the new service launched and I have not been able to view any content since. First, the system would send me to the “Global” edition. Customer serivce finally replied to an email I sent (2 weeks after sending it), directing me to a site that would force the system to send me to the US version. This would allow me to log in; however, the site would then tell me that the streams are not available in my region. This has gone on for weeks (despite more than 10 emails to Setanta customer service). Customer service finally wrote me telling me they are working on it and that a technician would contact me directly to help resolve it. That was about 1 week ago and no contact yet.

    Now the website seems to think I’m in the UK (as opposed to the Global site – not sure if I should view this as progress or not?).

    I can appreciate the difficulty with new product launches; however, I, like others, don’t quite understand why this was done at such a crucial point in the EPL season.

    I like the service (or at least the idea of it). I truly hope that Setanta can alleviate the geo-detection issues SOON and that it will make an effort to compensate its customers for all of the downtime.

  109. chris says:

    Thomas

    If you are thinking of a class action against Setanta you better be quick ! You and others could be spending good money against a Company which no longer exists.

  110. Glenn says:

    To Stephen Michael,

    I sent a support request in the middle of April. No response as of today. If that’s what you call a ‘timely manner’ then time moves in a different manner for you than it does for me. I can’t check out if any progress has been made recently since my subscription expired May 5.

    Oh well, I’m sure you won’t miss one customer – plenty more where I came from, right?

    3. Customer Service response times. Our Customer Service team has now cleared down all backlogs and is responding to all queries in a timely manner. I apologise if this has not been your experience over the past few days, and I will be investigating that further, but I am confident that any further support emails you send will be responded to promptly.

  111. Vic says:

    I too am yet to receive a reply to my email of several weeks ago complaining about my problems and trying to get them solved by Setanta. All I want is to watch all the Premiership football matches without any glitches. I’ve paid for that – I don’t understand why this change was brought in without allowing people to first confirm their PC/laptop could support it!

    Anyway, next year Setanta only have one football package so they’ll be getting (I believe) 28 matches in the whole season. That’s less than 1 a week – I probably would have cancelled my subscription even if the service worked flawlessly and exceptionally…

  112. bxtzd3 says:

    i guess no more answers. what a piss poor company. sad that when your the only legit site to get these sports in the us, direct tv sucks, that you would not care about customer service. even to get more subscribers.

  113. oracledba says:

    another week still the same problems – hate to complain but this is really ridiculous – judging from memory usage it seems autobahn.exe is the culprit – i am still trying to understand the timing and poor nature (forced install of silverlight/autobahn with no prior notice) of this upgrade – setanta ruined a perfectly good and functional product – with the old version, i could have multiple applications open at once – not any more – watching the united game is painful – it is probably for the best that setanta is losing the football packagesq

  114. bxtzd3 says:

    i spoke to setanta us yesterday and got some good info, they agree about the poor email with setanta-i and how the new program was brought up. he also said that it has been getting better each week and that it should be outstanding once it is fully worked out. this is from a guy who really has nothing to do with the broadband portion of setanta, do to it being run by a different comp. what made me believe him was he said give it 1-2 weeks before enrolling and it should be better. accourding to him the broadband is not loosing licensing rights, the programing in europe is. so with that im going to see in 1-2 weeks. and to prove a point not many people are posting here so mabe he is correct.

  115. @Stephen Michael – I first really appreciate that you have shown courage of coming to this thread and reply.

    But a simple question by me is Why your customer care never replies? I am using Setanta Broadband from last year and never had as bad experience as Setanta-i . It is simply not usable. Will you show some courage to refund everyone money for last few months for all the pain we are facing. Why I should pay when I can not watch the match that I want to watch ? I think if you don’t fix the issues in next few weeks or few months , your number of subscribers will go downhill quickly. Atleast I will cancel mine soon and will demand a refund.

  116. Chris says:

    I emailed setanta-i twice to cancel my montly subscription and got no reply.
    Instead they have charged my credit card for another month of (dis)service.
    I’m disputing the charge with the credit card company.

    Chris

  117. Their customer care is rubbish , as simple as that. They don’t care anymore about us all. I am also going to cancle my account subscription today.

  118. riley says:

    hello,
    i am very dissapointed that my email asking you for further info for you product, has gone unanswered. do you not want any more subscriptions? why is it that one would have to beg for an answer? i have contacted setanta tv and they are also clueless as to why you refuse to be prompt in returning email. i would love to subscribe, but why would i give money to a company that has no tech support to answer questions, or a phone number. answer this email and i will subscribe instantly.
    1- what benifit does a yearly sub have over a n monthly one?

    thats it, big question. it is now up to you.

  119. riley says:

    well if they are still looking at this site maybe they will see the above here.

  120. Martin W says:

    I subscribed to Setanta Broadband and had very little streaming problems. When Setanta-i first launched, it was perfect. The quality is never perfect up close but there were no technical problems. However, over the past few weeks, I too have had problems with streaming. The image and sound stop and start every few seconds. I tried to watch Man U matches recently and they were ruined. Today, I tried to watch the Newcastle match against Villa, a do or die match for Newcastle, but the stop-start and skipping of the streaming was maddening.

    A few weeks ago this message appeared on this board from Stephen Michael,
    Director Of New Media, Setanta Sports Group:

    “Streaming quality. Obviously there are a huge number of factors that affect internet broadcasting and all I can say here is that we remain committed to working with any individual customers who are experiencing video quality issues. Please be assured that we are using an enterprise class content distribution solution and have not spared any expense in seeking to deliver the best possible experience. To the extent that is not working for a minority of customers, we are as annoyed as you are and will stop at nothing to get the situation resolved.”

    I’m in the minority? I have broadband through Time Warner in the New York City area. I had sent an email to complain on May 10. This was my message: “I am watching the Man U Man C match and for the first time with Setanta, and perhaps now because of Setanta-i, I am experiencing constant interruptions, every few seconds the screen freezes and then catches up. It has never happened before. Please correct this as soon as possible. It is very frustrating.”

    FIVE DAYS LATER I received this non-commital, standard reply:
    “Dear Customer, Thank you for your email regarding problems that you experienced during our recent broadcast of Manchester United vs Manchester City on Setanta-i. This email is to confirm that we have received your complaint. We will be writing to you again with an individual response as soon as our investigation has been completed. In the meantime, please accept our sincere apologies for the problems you have experienced with the service – we fully appreciate the frustration and disappointment caused.
    Yours sincerely, Ian, The Setanta-i Team”

    I have received no personal follow-up. Is anyone else, who hasn’t yet cancelled, still experiencing the same problems? With FSC sharing matches with Setanta, we need a good quality service, which I thought at last was beig offered by Setanta Broadband. Yes, I can record. Yes, it’s great having a full screen. But what is being done about the streaming????

    I am extremely disappointed.

  121. B. Harvey says:

    The new Setanta-i site is complete rubbish as far as I am concerned. I have had no response to my concerns about the diffiiculties I am having watching rugby games from Canada. I have the best high speed internet available through my provider yet the new system has had so many glitches compared to the old one. Had I know then what I know now about Setanta’s plans to alter their broadband subscription plans, I would have cancelled my annual renewal. They simply cannot deliver on their conract for what I’ve paid them for. I still would like a refund for this year or I wouldn’t even consider setanta-i in the future. As an avid rugby enthusiast with no prior problems accessing pay per view six nations games etc, I can’t see myself watching any of this spring’s British Lion’s games live online. I don’t even know if it’s possible to access pay per view games (if they even exist anymore for us annual subscribers). It simply has become a pathetically run service that I will not tolerate if they don’t sort themselves out quickly. Brian

  122. hugh says:

    I agree with all about the rotten service of Setanta broadband since they
    changed the website. The screen seems cramped over to the side and I see
    no icon to adjust the internet speed. The video is herky jerky ie it stops and
    starts during the game all the time. I paid 100 english pounds for this rubbish.
    Unbelievable. I requested a refund and they did not reply. I am disgusted with
    this lousy company.

  123. chris says:

    Reports circulating here in UK is that Setanta have defaulted on 3 million payment to Scottish Premier League. Could this be the end of this Company ?

  124. R O'Hearne says:

    Well to add to all things. It does not look like annual subscribers will get any free PPV content as they were promised.Is that not against the law? I am a GAA fan, annual subscribers were promised all live GAA championship matches free on PPV. Nothing yet this champinship season and the competion is down to the regional semi-finals already. They sent a letter out couple weeks ago indicating coverage will begin at the quarters last weekend. The GAA league finals were promised to be available live and they were not. This is the primary reason I subscribe annually. The World Cup qualifiers coming up this weekend, are not even posted in the right catagory, they are in past events and there is only an option to buy even those with an annual subscription account. I used to think Setanta Broadband was the best investment I have made with respect to being a Football, GAA and Rugby enthusiast but I am quite at odds with that sentiment now. I am hoping for some type of compensation, at least an extra month, as in these times 150 dollars is a lot of money to me if not always. I am trying my best to be patient but it is getting more difficult.

  125. bxtzd3 says:

    i have been lucky enough to have found this before paying any money, but if i did and had all these issues i would call my credit card co and see what can be done. the service you payed for is not what was explained and its your right to be reinbursed

  126. Frank says:

    I have the same problems with veiwing the new setenta player. Found a phone # 646 274 4988 in NY which i am going to call every five minutes until i get some answers. Have used Setenta for nearly two years and up untill resently have been happy.

    • bxtzd3 says:

      that is a number for the tv. i already went that route as i stated before. there a different company from the net and there just as pissed cause the phone keeps ringing and they cant help. its a dead end. of course if you do get answer post them here.

  127. chris says:

    UK newspapers are now predicting the demise of Setanta within next 7 days.

  128. chris says:

    UK newspapers today are reporting Setanta could go bust in the next 7 days.

  129. David says:

    I am in the same boat as others who wanted to watch the GAA this weekend. It is the only reason I get the broadband service
    I live in a city where I cannot head to the pub on a sunday morning and watch
    I can watch the GAA on Tuesday nights delayed there if I wanted too
    Asking me to wait until tuesday is like asking Don Cherry to wait until then to hear about the hockey scores from the previous Saturday nights matches

    And what gives with having to pay for the Ireland soccer game I thought that was included in the price

    Many Thanks for this conversation here

  130. David A says:

    I just paid for a year subscription just to see internationals and CL games next season but looks like they are going under. Hopefully, ESPN can do us a favor and step in now.

  131. ok says:

    They’re not responding to requests to cancel the monthly subscription.

    No better than ITVN sadly. It will be interesting to see if they go the whole fraudulent route of double-billing, as well as not canceling cc charges to their Luxembourg address, even after ceasing to operate.

  132. David says:

    604-472-1122 The number for Setanta Canada Please call and ask what is going on with their broadband service
    Out of BC

  133. David says:

    So I spoke with Setanta US after a few phone calls and I got an email back from them
    What I was told is if that you subscribed annually after 20 April 09 YOU WOULD NOT GET PPV EVENTS as part of the package and they would have to be bought seperatly.
    They do not have the license to show the GAA live on Broadband yet but are working on it
    I have an email address for the person in charge of broadband for those that want it

  134. The Gaffer says:

    I spoke with Setanta this afternoon, and they said the best way to contact them regarding issues with Setanta-i is via the customer service form on their website at:

    http://www.setanta.com/us/Contact-Us/

    Note: When selecting the drop-down menu from under the “Choose Platform” section, select ‘Cable In US’ or ‘Satellite’ and do not select ‘Setanta By Broadband.’

    This way, Setanta US will be able to track the issues and will pass along the issues to the higher-ups at Setanta I.

    Cheers,
    The Gaffer

  135. chris says:

    why are my posts being deleted advising the latest position with Setanta as reported by UK newspapers ????

  136. geez says:

    how do i cancel my subsrcription?
    this is a joke …
    anyone got any tel numbers ill call em 300 times a day….

  137. David says:

    This was just taken off the Setanta website

    It’s easy to sign up and watch Setanta online

    Subscribe now for access to the best value premium sport in high quality for only $14.99 per month or $149.99 for an annual subscription. SAVE with an Annual subscription and get inclusive access to all Pay-Per-View events -featuring more great action from Setanta Sports with extras not available on the channel!

    There is nothing here that says that PPVs must be purchased by themselves over and above the year long contract
    In fact it states that you do in fact get everything

    Now this is an email I received today from Setanta US

    Many thanks for your email regarding Setanta-i.

    If you subscribed to Setanta-i before April 20th 2009, you will still be entitled to view Pay Per View events for the remainder of your current annual subscription. However, if you purchased an annual subscription after this date you will have to purchase the Pay Per View events separately. This is due to contractual restrictions beyond our control.

    How can they get away with false advertising?
    If I dont get the answer I want tomorrow and my account not fixed up
    I will publish emails

    • David A says:

      This is definitely false advertising. I signed up a few weeks go to watch the England games this week and only to find out that I cannot. I really don’t have anything else to watch on the channel this month. I also went through the ITVN fiasco and they seem to be going down the same path.

  138. chris says:

    Setanta no longer accepting subscriptions ! Looks like the final chapter – watch the news over next 24hrs

  139. ok says:

    It will only be the final chapter if they don’t fraudulently continue to bill canceled subscriptions.

  140. Rob says:

    I tried to cancel over a month ago and have had no reply to 6 emails, and am still being billed.

    I called Setanta TV subscriptions and they say there’s nothing they can do. I asked for the name of the head of Setanta-i and they said they ‘don’t have to tell me’
    I think that just about sums up how dodgy this lot are.

    Gonna report it to my credit card company also, and no surprise they have gone bust!

  141. ok says:

    Sorry to hear of folks also getting fraudently billed. In my case the usa support even emailed me back to confirm that i was canceled, but of course they simply lied as my login is still active and the next day i was billed again, this time well within the previous months’ cycle, i.e., setanta billed *earlier* than usual. They are obviously having a laugh at this point.

    I’ve now been burned twice by broadband footie services (setanta, itvn). To say the least, I don’t recommend these services to forum readers.

    • The Gaffer says:

      Ok,

      I spoke with Setanta recently, and they said the best way to contact them regarding issues with Setanta-i is via the customer service form on their website at:

      http://www.setanta.com/us/Contact-Us/

      Note: When selecting the drop-down menu from under the “Choose Platform” section, select ‘Cable In US’ or ‘Satellite’ and do not select ‘Setanta By Broadband.’

      This way, Setanta US will be able to track the issues and will pass along the issues to the higher-ups at Setanta I.

      Cheers,
      The Gaffer

  142. David says:

    Anyone ever get an ERROR 550 msg while tring to log in
    I got one today and have no idea why
    anyone ever get one? How did you fix the problem?

  143. Mukesh says:

    I am sick of setanta-i customer service. They have no phone number where they can be contacted. I had sent them an email to cancel my subscription 12 days prior to my billing date. Later to my horror i saw that they charged me again for the subscription. I sent them an email asking for the refund and also used their stupid contact us link on setanta-i. I am yet to get a response from them. I can’t believe anybody would have the balls to ignore customer’s emails especially when it’s matters involving money and also since they live in some place where they dont have access to phone but only have internet.

  144. Eoin says:

    Well I can confirm I subscribed annually well before April 09 and none of the World Cup Qualifiers were provided for free. Only the option to buy. I think they are trying to milk everyone for what it is worth to them and trying to cut cost at the same time. It is frustrating as I am living in the states and was relying on them for WCQs and GAA Championship matches. They have no shame…… I will not resubscribe when I am up in a few months.

  145. ok says:

    Thanks Gaffer for trying on behalf of your readers. It is appreciated.

    Unfortunately, the US support do not seem to be able to help. In my case, US support did actually write back to me to say i’d been canceled, but wouldn’t ya know the next day i was billed again by Setanta in Luxembourg. So i’ve had to go ahead and dispute via the cc company.

    Such a pity as overall it was not a bad service at all, despite quite frequent, sometimes serious glitches (e.g., one game i was watching disappeared from the site – at half-time!!) .

  146. Cedric says:

    Setanta-i has let me down in the past days at the worst moment: couldn’t catch the NZ-France or Australia-Italy tests, or the Lions match vs. the Boks in Durban and I’m thoroughly angry at that! I’m getting a “We are sorry but there is currently a problem. Please try again later message” from Setanta that pops up once the Setanta-i site has loaded. What’s frustrating is I can see the menus in the background with live views of the programs! That one does it for me, I’ve had many problems in the past and have run out of patience. I won’t renew my service this fall.

  147. chris says:

    Setanta went into adminstration today

  148. mike says:

    Well, I am really glad that I have read all these comments, i was just about to sign up for this service lol! NO WAY!

  149. Eric says:

    I subscribed to Setanta-I for this year’s EPL – last week worked flawlessly, this week I am getting a “this content is not allowed in your region for the EPL matches as they show up “on demand” — Can any other US customers tell me if they can view any of this weeks games?

    Also, what is the point of having a “record” feature if everything eventually shows up on-demand?

    • waxtadpole says:

      I’m an American and while the Setanta-I user interface is good and the connections are usually reliable, the content choices are very limited. Today, for example, there are no (ie. zero) programs to watch due to “content rights.” As far as EPL matches go, if the broadcast doesn’t originate from Setanta there’s no chance to “record” it — you either watch the first airing or not at all. I dropped my satellite dish several months ago in favor of online content, and while ESPN360 and Setanta together give me a decent selection of soccer matches, it’s unlikely I’ll renew my Setanta-I subscription unless the content choices improve significantly. Unfortunately Fox Soccer Channel seems to have cut back on its EPL coverage as well, in favor of domestic leagues (MLS, A-League, etc) and ESPN didn’t see fit to include it’s new EPL offerings on ESPN360.

  150. Opeiman says:

    Same problems, written to setanta several time, no answer. Can only view if I plug directly into computer bypassing the router. Without doing this i could only view on low quality. by bypassing the router I am able to watch on high quality without the broadcast stopping every five seconds with that darn circle.Folks try that if u are wireless. Another problem I have had is “there is currently a problem, please try again later” at which point I had to leave the site and re-enter. Of course this happens during games. I have a bunch of screen shots of all the issues I have had for the past 2 months, if a setanta rep. is viewing this, contact me I would like to have a good story to tell regarding your customer service, i am assuming of course you care about your customers and wish to help then experience the true intent of setanta – i. I have been with setanta for several years, I dont remember having these issues before setanta – i came along.
    Stephen Michael thnx ahead of time for contacting me.

    Opeiman

  151. AP says:

    I googled “Setanta I Review” and the first result i get pointed to EPLTalk. I wanted to watch the Stoke v. Manutd match today and was tired of watching it from one of those pirate sites online. They’d almost always cut off mid way through the game and i’d normally have to squeeze my eyes to see where the ball is.

    Despite the negative comments seen here, i took a chance and signed up for Setanta-I today. So far, the 15 dollar fee has been worth it. Quality is excellent and it’s great to see match day discussions during pre-game and halftime. I now have Setanta playing on my laptop and FSC/ESPN2 playing on the telly; best way to spend my Saturdays. And oh, i’m based in Atlanta, Georgia.

    Just thought i’d put my thoughts down for people who are still on the border towards Setanta-I.

  152. AP says:

    Oh, and i forgot to mention that i’m viewing Setanta-I on wireless (airport express to be exact). No lag or delays whatsoever.

    Hopefully the “this content is not allowed in your region….” issue doesn’t pop up for me.

    • The Gaffer says:

      I’m right with you AP. Watching the game on my laptop via Setanta-i on wireless (Airport Express also). Great stuff, and I haven’t had a problem in months.

      Cheers,
      The Gaffer

  153. bxtzd3 says:

    for those still reading i email them through the us site and of course after i ordered direct tv with it they replied. same day. figures. direct tv gives you more anyway

  154. Matthew N says:

    Setanta-i has given me nothing but problems. If it worked right it would be amazing, but there are login problems and other technical problems. RIght now I’m trying to watch Cardiff v Swansea but it keeps telling me I need to pay first, but I’ve verified my subscription.. Don’t know what to do.. their customer service sucks.

  155. Cluedweasel says:

    From a post in May 2009;

    “2. Aspect Ratio. We are aware of aspect ratio problems on some Setanta-i content and this is being addressed and will be resolved imminently.”

    To paraphrase the late Douglas Adams, this is clearly some use of the word “imminently” of which I was previously unaware. Each match still looks like a collect of Billy Bremner clones running about the pitch. It almost makes Crouchy look wider than he is tall. That’s some feat.

    • The Gaffer says:

      Cluedweasel, yep, I’m really disappointed with Setanta-i of late. I don’t think Stephen Michael is at Setanta any longer. And I’m also upset that Setanta Xtra games are now longer shown on Setanta-i.

      Cheers,
      The Gaffer

  156. Jaime G. says:

    It doesn’t look like Setanta-i is offering Premier League content anymore. I only subscribed to watch the Review Show after I canceled my cable. Where can I watch the Review Show online now?

  157. mrblue says:

    I think that silver-light is the best framework provided by Microsoft for the multimedia purpose. Here it is explained very well http://forums.techarena.in/guides-tutorials/1356640.htm

  158. jason says:

    I have asked all my friends on facebook not to subscribe to Setanta-i, i have only been subscribing for one month and have hardly been able to view anything.
    3 emails have gone unanswered and i detest being ignored, especially when i’m paying for a product that falls far short of the promised standard.
    I see people are leaving them in their droves and i can see why, they are a complete joke.
    My subscription is now cancelled, i don’t like dealing with amateurs

  159. conor says:

    Setanta -i is rubbish don’t use it. paid $20 to psy gfor Ireland Wales and cant see the game , system failed 5 mins into the game. Rubbish

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