Sky stream no subtitles

[SuperJohnG]

As has been covered very many times, father in law has just gotten sky stream but needs subtitles Ive followed the power off fix a few times with no success. The next fix is to complete a master reset, which I'll do tonight. 

Is there any other steps that i need to take before then or pretty much just left with that option?

[MarkGoldsmith]

@SuperJohnG What issue are you having with the subtitles. The way the subtitles work and are activated will depending on the source app of where the broadcast is being watched. For example turning on subtitles for live channels and Skys own on demand programmes is different from turning on subtitles for shows within IPlayer or ITV X.

[Fothergill1]

@SuperJohnG Before you take any drastic action like a factory reset I assume you have turned the subtitles on at Settings > Accessibility > Subtitles.  This will give subtitles for Sky programmes but the Apps (iPlayer, ITVX etc) all need subtitles turned on from within the app.  Unfortunately each app achieves this by different procedures.

Also, subtitles can be turned on or off for specific programmes you are currently watching by selecting the button with the 3 white dots (just below the power button) on your remote.  Your selection will turn off when you change channels.  If there is no subtitle option it means the specific programme is does not have them available.

[SuperJohnG1]

Yes via the normal route::

Settings > Accessibility > Subtitles.

It's on/off. The power off at mains, then 5 mins after power back on off stanby but still no subtitles. He's not using apps currently, this is directly on sky stream. 

[MarkGoldsmith]

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@SuperJohnG1 wrote:

Yes via the normal route::

Settings > Accessibility > Subtitles.

It's on/off. The power off at mains, then 5 mins after power back on off stanby but still no subtitles. He's not using apps currently, this is directly on sky stream. 

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I'm guessing this is affecting all channels and not just some channels/shows which theoretically may not have subtitles available.

Before trying the factory reset, have you spoken with anyone at Sky about this issue? We  an escalate this to the sky messaging team if you'd like who I guess may be able to assist a bit further.

[Fothergill1]

@SuperJohnG1  I would have suggested escalating your post but unfortunately Sky will only talk to the account holder whether by phone or an online chat.  Consequently this option would not work.  Hopefully someone who uses subtitles will be able to offer you some additional information.

Good luck.

[MarkGoldsmith]

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@Fothergill1 wrote:

@SuperJohnG1  I would have suggested escalating your post but unfortunately Sky will only talk to the account holder whether by phone or an online chat.  Consequently this option would not work.  Hopefully someone who uses subtitles will be able to offer you some additional information.

Good luck.

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Good point @Fothergill1 😀

[kp50]

So got sky stream last week but have no subtitles but have tried settings but still no good 

[SuperJohnG1]

They will talk to me asI have the password, but I havent discussed with them yet. 

It's affecting allk channels. 

My father in law has had a stroke, hence speaking and hearing is an issue hence why we need subtitles. 

[MarkGoldsmith]

@kp50 whats the source of the show you are watching? Is it from one of the live TV channels or something on-demand? (if so what app)

[Fothergill1]

@kp50  Check your settings at Settings > Accessibility > Subtitles.  This will give subtitles for Sky programmes but the Apps (iPlayer, ITVX etc) all need subtitles turned on from within the app.  Unfortunately each app achieves this by different procedures.

Also, subtitles can be turned on or off for specific programmes you are currently watching by selecting the button with the 3 white dots (just below the power button) on your remote.  Your selection will turn off when you change channels.  If there is no subtitle option it means the specific programme is does not have them available.

If you have done all this and are still having issues post back here and we can get your post escalated for a online chat.

If you do find a solution (whether through escalation or not) please post it back here as I am aware that some others are having a similar issue.  In particular @SuperJohnG1 on another thread but his post can't be escalated.

[Fothergill1]

@SuperJohnG1 I have posted to another similar thread and tagged you so that you can find it.  I don't feel comfortable escalating your post as I imagine I would be in breach of Superuser rules as I am aware that you are not the account holder.

You could try phoning Sky and explaining the situation but I suspect it wouldn't help.  But possibly worth a try.

EDIT - Apologies I forgot to post the link - see HERE

[satellitebadger]

I had the same problem - it seems like a widespread bug.  A factory reset was the only thing that fixed it. 

[PSC133]

Do subtitles ever work on newly supplied pucks straight out of the box???

This has been an ongoing problem ever since the puck was introduced and it is incredibly irritating for people such as myself who rely on them.  All my 7 pucks (6 original and 1 replacement) had to have a factory  reset.  

If all new pucks exhibit this problem then customers requiring subtitles should be warned about having to perform a factory reset before setting up their apps!

[Kelsingra · Accepted solution]

Hey all,

Thank you for joining the Sky Community forum!

Sorry to hear that you have problems with the subtitles and thank you for taking the time to let us know about it.

We've escalated the problem to a Specialist Team, who advised us that factory reset will resolve the problem.

Please try the following steps to reset your device:
(This will delete your Playlist and sign you out of any TV apps, including Netflix.)

1. Press Home on your Sky remote.
2. Keep pressing down and select Settings.
3. Select System Management then Resets & updates and Factory reset.

After this you will be able to enjoy the TV programs with working subtitles, but in any case it still does not work after the factory reset, please let us know! 🙂

Thanks,