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Club News

iFollow update - common issues resolved

7 September 2017

Over the past few weeks fans have seen the launch of iFollow Brentford, a new take on Bees PlayerHD which has facilitated by the EFL. This new solution for fans to follow The Bees retains our well regarded audio commentary led by Mark Burridge but also introduced a new live video stream for fans based overseas.

We are well aware that there have been some early challenges which we are working hard on with the EFL, ensuring they’re very clearly aware of the problems subscribers to iFollow Brentford are encountering. Admittedly the customer service received to date hasn’t been up to our standards, the EFL assure us that this is of the highest priority and have recently confirmed a number of changes to help remedy this.

In addition the EFL will be releasing updates to the website platform that will increase the ease for subscribers to watch/listen, these updates will be released across this month.

As can be expected with any new technology there are some unforeseen errors and technical challenges, we’ve worked with both the EFL and our Official Club App partners InCrowd to summarise a few of the more recent ones specifically related to our app which you can find below:

  • Q. Why does the app not know if I have a valid subscription?
  • A. After registering via the club website, you need to link your account in-app. To do this, select ‘Settings’ from the menu and select ‘Link Account’. By selecting the switch next to your club badge, you can use your subscription credentials to log in and access the content that you are entitled to.  
  • Q. Why can I not hear sound out of my device? 
  • A. Unlike some apps, the app will respond to the phone's physical settings, rather than mute being overridden when a user attempts to access sound. Therefore, please check your device’s mute switch is not set to ‘silent’ and that the volume is turned all the way up. 
  • Q. Where can I find the live commentary/video?
  • A. Upon accessing the app, select the menu. From here, you can choose the option with the televised logo, which will take you to the media options. As well as a ‘Video on demand’ or ‘YouTube’ option, you will also find a ‘Live’ tab. If you scroll to this, the live coverage options that your subscription entitles you to will be available here.
  • Q. I can find the commentary/video but why won’t the stream work when I click the audio/video button?
  • A. In most circumstances, the app has not been granted permission to access your location, so therefore cannot comprehend which level of subscription that you are entitled to. When you first accessed the app, it would have asked whether you wanted to enable location services or not. If you cannot remember answering ‘yes’ to this question, you should delete the current version of the app that you have. You should then redownload this from the App Store or Google Play Store (depending on your device being either iOS or Android) and ensure you allow the location to be accessed upon your first time of reusing the app.
  • Q. Why can’t I stream on my TV?
  • A. Due to Premier League and EFL restrictions, the app is not able to be directly linked and streamed to a television via Chromecast, or other digital media players.
  • Q. How do I access my old PlayerHD account?
  • A. As of the end of last season, the PlayerHD app ceases to exist. Your account should have been closed down by EFL, with only your new subscription and login credentials valid for this season.
  • Q. How do I access the live stream on a desktop/laptop?
  • A. Go to the match centre any time within 30mins of kick-off and select the relevant option to activate the audio or video stream where appropriate

In addition to these points we’d also like to remind subscribers that there is comprehensive list of Frequently Asked Questions available for your reference online here {hyperlink to the Club FAQs page}.

If you have any further questions please direct these to ifollow@efl.com and include enquiries@brentfordfc.com

To access iFollow Brentford either download the our official app from the App Store for iPhone or the Play Store for Android and connect to your account through ‘settings’, which can be found in the menu or login via brentfordfc.com.

Season Passes are available for UK and Ireland fans at £45 and International fans for only £110. If you can’t commit to the season just yet, the Domestic Monthly Pass for £4.49 is available while those abroad can watch the match live for only £5 on a pay-per-view basis. Find full details and subscribe online now.


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