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Discussion topic: Subtitles (again)

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This message was authored by Beads69 This message was authored by: Beads69

Subtitles (again)

Sky Stream (puck only) question:

 

Can anyone please confirm whether the "subtitles not working" on TV Guide channels has been fixed by either the QS014 or QS015 firmware updates?

 

Cancelled Stream in Jan 23 'cos of  no subtitles (QS013) but keen to get it up and running.

 

Many thanks!

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This message was authored by gszab1 This message was authored by: gszab1

Re: Subtitles (again)

@Beads69 

Yes, this has been fixed in QS014 and working well in QS015 too.

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Subtitles (again)

Posted by a Superuser, not a Sky employee. Find out more

@Beads69 The subtitles work perfectly on Sky content (live and on demand) but not within the individual Apps.

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This message was authored by Yen This message was authored by: Yen

Re: Subtitles (again)

I got Stream two days ago and there's no subtitles for any channels (QS015). Rebooting made no difference.

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Subtitles (again)

Posted by a Superuser, not a Sky employee. Find out more

@Yen You might need to turn them on in settings or using your remote.

 

Be on a sky programme and press the 3 white dots on your remote.  The 2nd option is subtitles.  If it is off turn it on  and subtitles will show in all programmes where they are available.  They may take 5 seconds or so to start.

 

You can also turn them on in Settings > Accessibility > subtitles.

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This message was authored by Yen This message was authored by: Yen

Re: Subtitles (again)

Thanks for you reply. I tried both things many times and it didn't work. The subtitles are on but they don't appear on the screen

Beads69
Topic Author
This message was authored by Beads69 This message was authored by: Beads69

Re: Subtitles (again)

Hi all,

 

Update 7th March.

 

Was in touch with Sky support again today and according to their internal information, this issue remains outstanding for some Stream subscribers even on QS015.  I was then advised to postpone switching from HD to Stream for the time being.  I was promised they will issue me with an update in two weeks.

 

Very disappointing but then we've all got used to this with Sky products over the years...

This message was authored by Yen This message was authored by: Yen

Re: Subtitles (again)

Thanks for the update @Beads69

I tried the factory reset but got "This page is restricted" error while linking the account so now I also don't have any channels. Been in touch with sky and they're resolving the issue. 

If there's no subtitles after the reset I'll be returning it.

Pretty frustrating experience so far.

This message was authored by Kirsty+S27 This message was authored by: Kirsty+S27

Re: Subtitles (again)

Posted by a Sky employee

Hi all,

 

We are aware of an issue with subtitles on new pucks however I have been advised that a factory reset should allow them to work. However if there are pucks that are existing that are having this issue please let us know. 

 

@Yen As you've done the factory reset and can't link your account the next steps is to call in which I can see you have done. Let me know if you continue to have issues. 

 

Thank you. 

Kirsty

Community Manager
Beads69
Topic Author
This message was authored by Beads69 This message was authored by: Beads69

Re: Subtitles (again)

Hi @Kirsty+S27 

 

Thx for your post, but I can confirm that my puck did not restore on-screen subtitles after a factory reset.  So I then cancelled my Stream subscription and reverted back to satellite +HD.  I still have two pucks here but with no subscription am unable to re-test their functionality even after two firmware updates (QS014/QS015).

 

It is a shame that we cannot have stream and TV subscriptions concurrently - even if only for a short period to verify functionality.  Neither I nor the Sky support specialists I have spoken to wish to go through another try and revert pallava.

 

The only source of information on this therefore is via Sky support specialists by telephone, whom as I have noted above found on the internal information board, that the issue remains outstanding for "some" pucks as of March 7th 2023.

 

Anything that could be done to accelerate a definite solution that could then be broadcast to the community would obviously be very gratefully acknowledged.

 

For reference (if it helps):

 

Puck info:

  • Build version (was QS013 before cancellation) now QS015.006.00P
  • Hardware model IP061-ef
  • Serial Number IP04SK5223303695G
  • UI version  20.255.015.04
  • Platform version 6.0p8s1

 

This message was authored by Artisans This message was authored by: Artisans

Re: Subtitles (again)


@Kirsty+S27 wrote:

Hi all,

 

We are aware of an issue with subtitles on new pucks however I have been advised that a factory reset should allow them to work. However if there are pucks that are existing that are having this issue please let us know. 

 

@Yen As you've done the factory reset and can't link your account the next steps is to call in which I can see you have done. Let me know if you continue to have issues. 

 

Thank you. 


All instances of subtitles where three lines are on screen at once are still broken. It's still not fit for purpose.

This message was authored by Cara51 This message was authored by: Cara51

Re: Subtitles (again)

I have had intermittent problems with Subtitles for over TWO YEARS  now!  I  have alternately been told by 150 "Sky Glass Priority Tech Experts" that Sky Glass provides subtitles for ANY programmes that provide them and that Sky do NOT offer subtitles for all possible programmes, just some of them.  I have my TV Guide set to highlight which programmes have subtitles but OFTEN they are NOT available at all, or the show starts with them and then they disappear, or the show starts WITHOUT subtitles and then suddenly they appear halfway through!  

Sky Glass Tech Experts now (=Jan 2024) tells me that this is a problem "Our other viewers are NOT reporting" -- contrary to what is shown on Sky Community!

This message was authored by Cara51 This message was authored by: Cara51

Re: Subtitles (again)

THIS IS A COMMON PROBLEM!  Don't let Sky tell you otherwise!

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