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Big day today. On one hand it's the second leg of the UEFA Champion's League semi final between Chelsea and Liverpool. On the other hand it's the first time I wanted to make a purchase for DRM protected streaming video. Here's how it went (and I can tell you know that I'm NOT watching the game...).

The background to this: I am a Sky subscriber, so I receive some TV channels via satellite. However I do not pay for the Sports package since I am generally not interested in that. Tonight's match however is only available on Sky Sports.

Still I wanted to see this game, and I guess i could have done the sensible thing and watch it at the pub, or - crazy me - try to watch it online. After all it's available via the Uefa website. I first visited there 15 minutes before kickoff, which is half an hour ago. Note to self: tell Uefa to update the countdown timer to the event - not everyone lives in the GMT+1 time zone...

No sooner did I hit the page when I am told: "At present this site will only work on Windows machines using Internet Explorer 6 or 7 and Firefox (with some restrictions). It is not compatible with other browsers or operating systems."

So I go ahead and fire up Parallels, booting into Windows XP. 'Half way there' I think to myself, credit card in hand.
Wow, steady, not so quick. This video is not delivered by Uefa, but via the broadcaster which is Sky. So the Uefa site tries to redirect me to a page with the following message:

"Network Error (tcp_error)

A communication error occurred: "" The Web Server may be down, too busy, or experiencing other problems preventing it from responding to requests. You may wish to try again at a later time.

For assistance, contact your network support team. "

Since my network support team wa already at the pub watching the game I tried plan B. Back to OSX and onto sky.com, testing my luck there. After a few page refreshes at the Uefa website I noticed that I needed a sky.com account. I seemed to remember that I had an account there, but not a single combination of any possible usernames and passwords seemed to do the trick. Ok, new account signup it is.

So I started the new account signup at Sky. I got past the first stage which involved title, name and so on including captcha.
NExt page, and we're onto postcode and the last 6 digits of the bank account number I use to pay my Sky subscription. WTF? I enter the correct details but the systems rejects them anyway.
The next option is the Sky viewing card number - I can use that to verify my identity. Nice one. I run downstairs, get the number, back up (this is 15 minutes into the process, kickoff time), enter the card number and... yes, rejected. Can't verify details ... yada yada.

Last option: guest account. Let's do it. The last page asks me for all my address details, DOB, mother's maiden name, favorite porn star, you name it, I entered it.

Submit.

Confirm details.

Next.

"Error:
Unfortunately, an unexpected error has occurred. Please try again."

No I won't and I hope the game sucks.

Clearly I am asking too much. Take my money, let me watch footie. Cannot be done apparently, even with Windows XP up my sleeve. Terrible, terrible experience from start to finish. A non experience. And do they really wonder why online viewing figures aren't what they expected? I see a rough road ahead for the online TV experience. Yes, you absolutely should copy what the BBC is doing. And then do the same for live content. Maybe next year, eh?

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Comments
[Add Comment]
lol
Yo REALLY deserve a beer (and a game) at the pub for going through that!

J
# Posted By Jensa | 4/30/08 9:11 PM
I would say that your woes are twofold - one is the continuing myriad of formats and clients in the market. only Apple seems to have a viable end to end solution but my experience with them has been spotty too. The larger issue in my opinion is a lack of an identity management framework to reflect and support your interactions with Sky and others both on and offline. Until that is in place I fear we are stuck with ad-supported content in all channels.
# Posted By Jim W | 5/1/08 3:57 AM
A very unfortunate affair... Pity that you missed the match. Two points I would makes here though:
1. Not sure of your reference to DRM here as you didn't get close to either paying for or accessing the actual DRM'd streams? Therefore even if the streams had been DRM free and available securely in any format (WM/Real/Flash)you still would not have seen the game...
2. Maybe I missed something but why boot back into OSX (from WIn XP) halfway through, when you were already aware that the live streams were in WM format with DRM? Even if you had successfully completed the 'new account signup' you would have been blocked from viewing as WMDRM is not supported on OSX?
# Posted By KJQ | 5/2/08 4:14 PM
hi KJQ.
1. I'd argue that without DRM I would not have had to go through the whole signup process. But yes you have a point. My pain was twofold.
2. I didn't actually boot back into OSX. Since I had Parallels running I could switch back and forth.

Cheers

Stefan
# Posted By Stefan Richter | 5/2/08 7:36 PM