ATTN: MOA TECHNICAL SUPPORT

[billysellas]

Hey all- just wanted to drop a little info and try to explain something.
— I can only speak for myself but I’m sure I’m not alone

— When we bring an issue to your attention through chat. I normally do for ppv and loading issues. We tell you our issue. Then we are told to do the same “troubleshooting”. Assume we have already done that. Then, one person who goes by the name “hector” (in chat), will literally tell me the issue I’m having is just me. That everything is working fine. I then proceed to tell him and send him pictures of the issue. He then again tells me it’s my issue. It’s on my end. I explain to him again, that every other streaming service I use is working fine. My internet speed is over 1 gig. I am using the device they recommend for their app. But he still insists it’s my issue. Then after we go around for 10 minutes, he MIGHT actually take a look and say “I fixed the link”. Which is what I told him the entire time.

— here is my point As a customer, I do not want to waste my time talking to someone. If I am taking the time to say there is an issue. Maybe believe us

Thank you

[Arthur]

@billysellas

Hello Billy,

Regarding your report, if the issue originated from our end during the PPV, we would typically expect a significant increase in traffic; however, no one else reported any problems throughout the event. I sincerely apologize for the situation you encountered.

To be candid, there are times when issues can arise on our end, but we addressed them promptly. There’s no shame in acknowledging a mistake if it happens. I reviewed the conversation last night between you and Hector, and I noticed that some information was lacking from Hector's side. I apologize for that oversight.

For major PPV events, we implement several backup streams to ensure smooth streaming. Some of these streams operate in FHD quality, which may cause issues during peak times due to ISP throttling. That’s why we also provide HD backup sources. I hope this clarifies the situation.

Thank you for your understanding.

[billysellas]

@Arthur

Thank you for the reply. Please review more of our conversations between hector and I. You will see that it is a pattern of his to blame the customer, then find out it was on the Moa end. Not exactly professional.