loss of subtitles

[pjohng]

After watching BBC I player, if I turn my tv of I loose my subtitles and have to reboot to get them back.

[peter-marlow+1966]

Have you  turned  the subtitles off? Press the button  with the  three dots on the remote  to check  if the subtitles are off

[MarkGoldsmith]

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@pjohng wrote:

After watching BBC I player, if I turn my tv of I loose my subtitles and have to reboot to get them back.

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If you turn the subtitles on in IPlayer they will only be on in IPlayer.

When in any of the on-demand apps they have there own subtitles settings so subtitles would need to be switched on in each of the apps individually.

If you want subtitles for the live channels or Skys on-demand content then you would need to press the (...) button on the remote, scroll to subtitles and turn them on. Note doing it this way and the subtitles will turn off when you change the live channel or the on-demand programme ends. To turn the subtitles on permanently so they persist between live channels and Skys on-demand content you can do this from the settings menu on your Sky Glass.

[pjohng]

Hi I am afraid this does not work if I go to terrestial tv and press the three dots it says subtitles are on and you cannot change that. Only rebooting the sky puck will bring back the subtitles.

[Exiled-in-HH]

You can not access Terrestrial TV in the UK on a Sky Puck. The aerial socket on a Sky Puck only works in Italy🤔

Are you using a Sky Puck or Sky Glass TV?

[pjohng]

Sorry I  meant live tv

[MarkGoldsmith]

@pjohng i've escalated your post to the Sky Messaging Team, as you have tried all the obvious troubleshooting options.

The messaging team should be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

You may need to refresh your browser for the chat bubble to appear.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
"https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147"


When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. Please note this isn't a live chat so replies may not be instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @pjohng.

[pjohng]

Thank you 

[pjohng]

I have been contacted  by sky who suggested  I do a factory reset of my puck.It seems this has worked.

Thanks everyone for your contributions.

[Addie15]

Hi there! Glad to hear it's now resolved. I will close this invite now, but if you have any issues in the future, please do not hesitate to reach out. Thanks.