ViX, the streaming platform broadcasting the 2026 World Cup, faced a wave of user complaints due to technical glitches that disrupted the viewing experience for many football fans. These issues prompted the Mexican consumer protection agency, Profeco, to intervene and demand a detailed report from the company.

Since the tournament’s opening ceremony, subscribers reported difficulties logging into their accounts, delays in live streams, and poor video quality. The most significant disruption occurred on June 17 during the match between Uzbekistan and Colombia at Estadio Ciudad de México, when the broadcast signal was interrupted for approximately 23 minutes.

Many users expressed frustration over the 999-peso fee for the ViX package covering all 104 World Cup matches, considering the service interruptions and subpar image quality. On social media, some even argued that paying customers should have the right to access alternative streams with better quality, highlighting the dissatisfaction with the platform.

In response, Profeco issued a statement on social media confirming it had contacted ViX to request a comprehensive explanation of the service failures. The agency also opened official channels for affected users to file formal complaints via phone at 55 5568 8722 and 800 468 8722, available from 9 a.m. to 7 p.m., and by email at quejas.telecom@profeco.gob.mx.

This intervention underscores the importance of reliable digital infrastructure during major events, especially as streaming becomes the go-to option for many viewers. While challenges like these can be frustrating, they also highlight the need for transparent consumer protections and responsive service providers in Mexico’s evolving media landscape.