Singaporean Mandopop singer JJ Lin broadcasted his Sanctuary Finale concert online on July 10, 2021.

Many who streamed Lin's virtual concert through SISTIC's platform experienced severe lag and a frozen black screen due to technical difficulties.

SISTIC later announced that it will be offering refunds, as well as an opportunity to view the event at a later date.

Lag and black screens for many who streamed via BookMyShow's platform

Besides SISTIC, fans were also able to purchase tickets and stream the virtual concert via BookMyShow, according to concert organiser Isotope Productions.

Although at least one viewer said that BookMyShow's platform "streamed a lot better" than SISTIC's site, others claimed that they experienced lag.

Others asked if they could get a refund and attached screenshots of their black or frozen screens.

One user attached a video showing the choppy live stream footage:

No refund to be issued

When a customer reached out to BookMyShow to request a refund, the platform said that only those on SISTIC's viewing platform experienced technical difficulties during the show.

They added that the customer might have faced "external factors" during the live stream that was not within their control.

Thus, BookMyShow would not be offering a refund or playback option.

Here's a closer look at BookMyShow's email reply.

Another customer who purchased tickets to watch the concert on BookMyShow's platform via KrisFlyer also received a similar response.

Mothership has reached out to BookMyShow and will update the article once we receive a response.

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Top photos via BookMyShow/Facebook