Overview
- Users reported widespread access failures to ViX streams during the World Cup, with a major disruption linked to the Colombia vs. Uzbekistan match on June 17 that left many Prime Video viewers unable to see the game.
- ViX says the error was caused when Amazon Prime Video inserted an incorrect signal into the distribution channel and that its teams communicated with Amazon from 20:05 until the service was restored around 20:57.
- Profeco contacted ViX, invited affected subscribers to file formal complaints and had received 36 complaint emails by the morning of June 18 as it requested a detailed incident report from the company.
- ViX told regulators that 1.6 million people watched the match without problems on its app and other channels, while Prime Video acknowledged the fault and offered apologies to affected customers.
- Regulators and the two companies are negotiating responsibility and possible compensation, and the case highlights the risks of relying on third-party distribution for exclusive, paid live sports streams.