topic Re: Loss of subtitles on itv in What's On

Loss of subtitles on itv

Vcki — Thu, 23 Jan 2025 15:56:04 GMT

I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions

Re: Loss of subtitles on itv

caesarome — Thu, 23 Jan 2025 17:16:55 GMT

@Vcki

What TV service do you have so is it Sky+, Sky Q, Glass or Stream ?

Re: Loss of subtitles on itv

Anonymous — Fri, 24 Jan 2025 01:14:08 GMT

@Vcki wrote:
I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions

Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD.

Re: Loss of subtitles on itv

KevNewMedia — Fri, 24 Jan 2025 12:39:29 GMT

Hi @Vcki

Thank you for joining the Sky Community.

We've passed these details to our Support Teams to make them aware of the problem.

You may wish to consider joining our accessibility service, here are the details of their website where you can message them directly and have a look at the services we provide 😀

Re: Loss of subtitles on itv

xenon81 — Fri, 24 Jan 2025 14:04:03 GMT

@Anonymous wrote:
@Vcki wrote:
I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions
Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD.

Can't see why. A transponder move should never cause a loss of subtitles (even temporarily).

Re: Loss of subtitles on itv

Nplp — Fri, 24 Jan 2025 20:16:26 GMT

Havi g exactly the same problem - any cause or solution?

Re: Loss of subtitles on itv

Nplp — Fri, 24 Jan 2025 20:23:35 GMT

Im experiencing exactly the same problem, subtitles on all other channels fine - shortcut subtitles button showing 'off' and unable to change, but 'on' on all other channels. Tried itv 1 live tv on itv x on my phone at the same time as on the Sky glass - subtitles fine on the phone, but not on the glass. Exactly the same issue of no subtitles on itv1 on Sky puck.

Re: Loss of subtitles on itv

Vcki — Fri, 24 Jan 2025 20:37:51 GMT

Tried everything, seems it is not just me having the same problems with JUST ITV not allowing to "turn ON" the subtitles, all other channels fine just ITV, what can cause this or is it something you are able to help fix, we rely on subtitles when hearing impaired, I don't do bsl, please ITV we NEED this.

Also how can I connect to an employee rather than a robot when they can't pick out the problem I need help with!

I need to reduce my bill with no longer being employed due to permanent ill health, can someone help me when my text relay is not working with you!!!

Re: Loss of subtitles on itv

Annie+UK — Fri, 24 Jan 2025 20:44:48 GMT

This forum is primarily customer-to-customer help

You could email viewerR@sky.uk (Viewer Relations Team)

Use the following link for contacting Sky: CONTACT

A phone number is given on a link on the page linked to below (click on the "Need more help?" drop down):

There is also Sky's How can we help? page
(make sure the correct country is selected at the bottom of the page)

Re: Loss of subtitles on itv

Nplp — Fri, 24 Jan 2025 22:30:50 GMT

have uncovered a temporary solution if you get itv x on your tv and put on live tv I am getting subtitles on that - just watched News at Ten this way.

Re: Loss of subtitles on itv

Anonymous — Sat, 25 Jan 2025 12:14:23 GMT

@xenon81 wrote:
@Anonymous wrote:
@Vcki wrote:
I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions
Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD.
Can't see why. A transponder move should never cause a loss of subtitles (even temporarily).

I was thinking that the move to a new transponder may be treated like a new channel? Also seems like a misconfiguration on ITV's part.

Re: Loss of subtitles on itv

Nplp — Sat, 25 Jan 2025 19:44:26 GMT

Another evening of discrimination and inaccessibility. Adding this to the lack of Bluetooth connection to hearing aids and cochlear implants that I uncovered when first purchasing Sky Glass adds insult to injury. The usefulness of Sky Glass to someone with hearing issues is appalling- clearly we are so small in number and our purchasing power negligible we are not worth consideration by Sky in their development of new products.

i bitterly regret purchasing Glass and am looking forward to the day I am out of contract and can take the Glass to the dump and buy a tv and switch to Virgin.

Re: Loss of subtitles on itv

Debs19671 — Sun, 26 Jan 2025 14:53:19 GMT

I have sky stream and was able to get subtitles until few days ago now they have disappeared

Re: Loss of subtitles on itv

Nplp — Mon, 27 Jan 2025 10:32:12 GMT

i have emailed Sky and ITV and am awaiting a reply. When, and if, I receive a reply I will post the substance of them on here. What is clear is that this is an issue now affecting a growing number of people and I find Sky and ITV's current silence on a matter they should be aware of and, be proactive with regards to, illuminating with regards to their approach to inclusion. (removed)

MODERATOR NOTE: Inappropriate content removed.

Re: Loss of subtitles on itv

jennywren48 — Sun, 26 Jan 2025 18:20:20 GMT

I have lost subtitles from ITV for 4 days now. I have it on all other channels.

I have a hearing problem and need subtitles. I've tried switching everything off and back on ( I have Sky glass ) but it won't reinstate the subtitles. Sky said to contact Itv

Re: Loss of subtitles on itv

Annie+UK — Sun, 26 Jan 2025 18:25:06 GMT

@jennywren48 wrote:

I have lost subtitles from ITV for 4 days now. I have it on all other channels.

I have a hearing problem and need subtitles. I've tried switching everything off and back on ( I have Sky glass ) but it won't reinstate the subtitles. Sky said to contact Itv

So what did ITV say?

Re: Loss of subtitles on itv

Nplp — Sun, 26 Jan 2025 18:33:23 GMT

Deathly silence so far - with hearing issues our communication options take longer to get a response than a hearing person gets. Which is why issues like this that would not have occurred with basic product/ service planning is so frustrating and drives us to despair.

Re: Loss of subtitles on itv

KevNewMedia — Mon, 27 Jan 2025 12:55:05 GMT

Hello Everyone

Thank you so much for your patience whilst we worked through this technical problem.

Our support teams have confirmed that they believe the problem to be now be resolved.

Can I ask you to check and make sure it's showing for everyone now? If it's not, you may need to switch the device off at the plug and back on again.

Re: Loss of subtitles on itv

Nplp — Mon, 27 Jan 2025 13:04:02 GMT

Many thanks - away from base at the mo so will check later and confirm one way or the other so as to give an indication if it's working amongst those having the problem.

Re: Loss of subtitles on itv

Nplp — Mon, 27 Jan 2025 15:13:50 GMT

Subtitles back - thank you.