I-Follow & VPN Blocked

Today I paid my 11 Euro's to watch City play at Bristol.

As usual I paid and got through to the 'Live Match Centre'.

After just five minutes I was cut off and told that I was not eligible to watch the game!

I tried to log back in several times with no success.

I then approached i-Follow support to find out what the problem was.

An e-mail exchange then followed.

Thank you for contacting iFollow Support.

Our records indicate that you are making use of a VPN.

This is not permitted on the service under the terms and conditions.

When our system detects VPN usage the account is blocked from accessing live content.

This is likely the reason you are unable to access this fixture.

Please ensure any VPN is turned off before accessing iFollow as it will prevent you from accessing content.

Please let us know if you would like further information or clarification.
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VPN usage is not permitted under section 2.8.11 of the terms and conditions:

https://www.efl.com/iFollow/terms-and-conditions/

We cannot provide a refund for problems experienced when using VPN software and can only advise that you disable this to avoid problems accessing the live games.

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We do not permit VPN usage as the live content we provide is subject to different licensing restrictions depending on the territory that you are based in.

As VPN software can be used to alter your location you cannot use it on our service and we make this clear in our terms and conditions.

If you are experiencing problems because you are using this software please disable it.

We will not be providing a refund in this case and we would advise against making further purchases if you are using VPN software when accessing the service.

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Finally after a polite but frank exchange I received this....

The terms and conditions have to be agreed to during registration so we would advise you to read them in full if you have not done so.

A refund for your match pass has now been initiated. Please allow 5-7 working days for your bank to process the funds.

No further refunds will be provided for problems experienced when using a VPN with the service in future.

 

Nord

 

What I would say is that I have had a VPN for several months. Never had a problem. They accepted my payment. I watched for several minutes and was then cut off. They apparently can detect if you have a VPN, so this is really a heads up, caveat emptor so to speak!

 

I suppose the big thing is, how do they know what system I am using. 'Our records indicate that you are making use of a VPN'.
Is this a breach of my rights to privacy?

 

Nope it was NordVPN (same as @borderlescott ) which I paid an annual subscription for.

 

I have watched a game several times in the past no problem…..until today.

 

This was the final e.mail before they changed their position and offered a refund.

I started this thread primarily to alert others to the potential hassle and loss of facility.

I was very unhappy with the way the I-Follow/EFL dealt with it. In effect ‘spying’ on me, and ‘invading my privacy’, encouraging me to reduce the level of protection that a VPN offers, which really annoyed me.

I haven’t broken any law and if we were still in the EU, I do not think they would be able to put in restrictions which meant there were different standards in different parts of the EU.

Here you go….

‘I now understand that buried in the terms and conditions you apparently have this clause. So the only way I can watch, is to turn off the safeguard and protection that the VPN offers? That leaves my accounts more vulnerable to being attacked. I paid my money in good faith, i-Follow took it. You have not provided the service. So as you refuse to provide me with what I have paid for, make a full refund.

You should have a facility to block payments of all subscribers who use a VPN, rather than accepting the money and then blocking people.

That is reasonable, balanced and proportionate.

If you are not at a level which this can be authorised, then pass it onto someone else.

Regards’