A three-minute advert break during a Women’s Champions League game was not scheduled, says Disney+.
Arsenal and HB Koge were drawing 0-0 in the second half on Tuesday when coverage was interrupted.
It was one of several technical issues during the coverage, which fans said was “gimmicky” and “undermines” women’s football. One guest was a dog with 137,000 Instagram followers.
“We are aware that our customers experienced an unintended interruption during the second half of the match on Tuesday evening,” Disney told BBC Sport.
“This was a technical issue and our team is taking steps to ensure it does not happen again.
“This was not an intended ad break and we understand the frustration this disruption caused to our customers watching the game.”
Arsenal won 1-0 in their first game of this season’s competition thanks to a stoppage-time Mariona Caldentey penalty.
Disney’s coverage also featured a vegetable platter being served and a rotating floor.
Alex Scott hosted the first show of the season, alongside former England forward Lianne Sanderson, content creators Alex Bailess and Tyra Mills, and a dog called Barley Boy.
There was no explanation for his presence on set other than his Instagram following.
It was the second season of the Women’s Champions League to be broadcast on Disney+. Matches are produced by ESPN.
New this season is “The Hangout”, described by Disney as a live studio show billed as a “new match-day experience for fans, delivering pre-match build-up, half-time analysis and post-match reaction”.
In a media release before the first round of fixtures, Disney said: “The Hangout will combine expert analysis with fresh perspectives and fan engagement.”
However, the evening was marred by a series of technical issues – from players waiting to be interviewed but unable to hear questions from the studio, to a rotating floor that appeared to have a mind of its own.
There were also camera shots with cushions blocking the view of Scott, and audio synchronisation problems.
Italian reporter Roberto Perrone, in Milan for Inter Milan’s match against Swedish side Hacken, also encountered audio problems.
When the sound returned, viewers were shown a non-football-themed quiz, with questions ranging from types of pasta to Italy’s biggest city.
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