Selecting Subtitles using Sky Remote

[Newambient]

I have been accessing Subtitles OK for some time now using the remote. Suddenly it has changed .When I press ? On the remote I get the-Audio On/Off, Subtitles On/Off and Help. I toggle to Audio no problem but when I try and toggle to Subtitles it jumps straight to Help. The toggle will no longer rest on Subtitles. Have I pressed something by mistake. The only way I can now turn subtitles on/off is going into settings.

[Mark39]

Have you tried restarting your Sky box, by switching it off at the plug for a few minutes?

[Newambient]

Mark39 thanks for your suggestion. I unplugged the box for about 10 minutes but no change. I have tried using the remote with the subtitles turned on and off at Settings but it still wont settle on subtitles using the remote. I think this might have happened when I turned English On at help -it was Off. But I have tried turning English On/Off but it still makes no difference. I will just have to call Sky .I hope they will be helpful.I understand that if I use my landline there will be no cost.

[Mark39]

@Newambient I've not used the subtitles option before, so just to be clear: you're pessing ? and AD is highlighted. You press rignt and ot scrolls straight to Help, rather than stopping and highlighting Subtitles? 

I've no idea why it's doing that, I'm afraid. I don't know if it's something that @DaveAccess can help with?

Calls to Sky are free if you have a Sky landline or mobile, otherwise they're charged at the national 03xx rate (not a premium rate), often included within a call package's free minutes.

[DaveAccess · Accepted solution]

Hi @Newambient and thanks @Mark39 for the tag.

Sorry that you're experiencing issues. I wonder can you please clarify what is happening, step by step.

You press the ? button, and the quick settings window pops up.

The cursor lands on Audio Description.

You press the right arrow. The cursor should land on Subtitles. But you're saying it skips over Subtitles?

FYI there has been a change in the latest software, where Subtitles is no longer On/Off, but instead is Off / English / Welsh, if one of those languages is available.

The setting in this window is now temporary, and reverts to off when you change the channel. In order to turn subtitles on permanently, you must go to the Accessibility section of the main Settings (Home > Settings > Accessibility > Subtitles), or switch them on with Voice Control.

Were subtitles definitely available on the channel where you were attempting to do this?

Are you having any other similar issues with the remote control?

Can you confirm the software version?

Many thanks,

Dave

[Newambient]

Dave thanks for your advice. Your information about the changes was really useful. When I toggle to subtitles after pressing the ? button as you say I get 2 options English and Off. English turns subtitles on and Off turns them Off. These options show in the help column which I why I thought the remote wasn't working properly. The Software version I am using is Q160-000-29-00L (5 bac bis). Could you advise me further? I notice that beside the Software Version is SET UP. Should I do anything with this. I have been a Sky TV user for 2 years now and I have assumed that the software updates have been done by SKY and no input is needed by the customer. Or is the SKY Box like an IPAD where you need to install the update ?

[DaveAccess]

Hi @Newambient 

Glad this clears it up for you, and I have fed your experience back to the team.

Yes you are on the latest software, and software updates do take place automatically, generally in the early hours of the morning. So no action is required from the user.

From time to time a software update may be missed, for example if a box has been disconnected, so there is a way to do it manually too:

https://www.sky.com/help/diagnostics/updating-sky-box/updating-sky-box-software

But you don't need to do this as you are up to date.

HTH,

Dave