Let me get right to it. We had a significant disruption in our service last night from around 8pm – 9:15pm ET coinciding with the premiere of Yellowstone Season 5. Everyone at Philo feels truly terrible about letting our subscribers down in such a big way, and we’re deeply sorry. We created Philo because we wanted to make a TV service people loved, and failing at that last night for so many was painful for all of us.
For fans of Yellowstone and The Walking Dead who were eagerly anticipating new episodes last night but couldn’t watch them in real time without interruption, or any of our subscribers just looking to relax and enjoy their favorite shows, we let you down and we understand your frustration with us. Despite months of planning for what we understood would be a huge night of viewership, we’re disappointed that we were unable to fully predict all the different stress points our systems would be under at scale and make sure we could handle that additional load. We love TV — especially the excitement that comes from watching live. Gathering with others — friends, family, fellow fans; together in person or in spirit — for the return of a series you’ve been waiting to watch for months (or even days) should be a celebration. It’s why we wake up each day so passionate about what we do at Philo. We were right there with you all last night, until we fell short.
If you are still hoping to watch the new episodes of Yellowstone and The Walking Dead from last night, they are available to watch on demand now. Additionally, we will be reaching out over email in the coming days with either a discount code or extended free trial for subscribers that bill directly with Philo or through Roku. If you are subscribed to Philo through Amazon or Apple, we are limited in our ability to offer you a discount, but we’d like to help out. You have the option to switch to billing with us directly, and our support team is available to assist you with that process.
If you’ve been with us for years, I hope you’ll recognize this as a rare situation we will work tirelessly to correct. If you’re new to Philo, I’m deeply sorry that this was your first impression — we aspire to do much better and hope you’ll give us the chance to prove that to you. Again, our deepest apologies for letting you all down.
— Andrew, CEO