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Toggle apologises for match disruption, hands subscribers SG$10 back for glitch

In a bid to appease outraged football fans, Toggle is taking SG$10 off the subscription charge for every active Toggle 2018 FIFA World Cup Russia Pass holder. This comes after a glitch occurred on Toggle’s streaming service during the FIFA World Cup 2018’s Sweden-Switzerland match on Tuesday night.

According to a report by The Straits Times, ‘angry and disappointed’ customers lashed out on Toggle’s Facebook page, demanding refunds and critising its customer service.

In a statement to Marketing, a spokesperson from Toggle explained that the issues experienced by Toggle customers during the second half of the Sweden-Switzerland match on Tuesday night occurred at around 11.15pm and we fixed it before midnight. However, by then the game was over and customers were disappointed.

“We fell short of the standards we set for ourselves and of our commitments to our customers. As a gesture of goodwill, we are taking $10 off the subscription charge for every active Toggle 2018 FIFA World Cup Russia Pass holder,” she said. She added that Mediacorp will email subscribers to inform them of how this will be processed.

As for the cause of the disruption, she explained that the technical team identified a bug in the software of a piece of equipment as the cause of the partial disruption. The team has also isolated the problem and taken appropriate measures to prevent recurrence, she explained.

The statement also added that since the glitch, no other streaming issues were faced and “Toggle remains committed to providing a great experience for all our customers during the games and beyond.”

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