Subtitles paramount plus. HD plus skybox

[SteveA11111]

Can anyone advise why I have no subtitles on The Agency   Lots of different languages spoken and no translation??

thankd

[Tom-W19]

Hi @SteveA11111 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[DARKDEALX]

I am also in agreement with SteveA11111, i'd watched this last night and was extremely disappointed that no subtitles were being shown for when Arabic and Russian languages were being spoken.

I'd already deleted and re-downloaded the episode to see if it will make a difference, zilch to that. As also doing a rebuild, so zilch to that.

This is Sky forcing legacy Sky+HD box customers over to Sky Q?

Surely, a dubbing issue is there and why would that episode become available if that is an issue of epic failure for people to comprehend the storyline narrative. I wish that this program had its own building subtitles when languages are being spoken.

[DM-1]

Same problem...large sections of significant narrative completely incomprehensible...even with subtitles activated...all the English dialogue and sound effects subtitled, but none of the Arabic or Russian dialogue

[DARKDEALX]

Sky, we're still waiting on a response for this?

[caesarome]

This is a customer helps customer forum so it is unlikely you will see a response here but there is an email address you can contact them on about this - viewerR@sky.uk

[Exiled-in-HH]

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@DARKDEALX wrote:

Sky, we're still waiting on a response for this?

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That will not come from Sky ... BYT @SteveA11111  might update this discussion with results of the referral😉

[Lisa-P1987]

We are still looking to help you SteveA11111 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[SteveA11111]

Sorry I must have missed the invite to chat

yes I (and others) clearly still need help on this 

[SteveA11111]

I have emailed viewer relations directly 

[SteveA11111]

reply received from Viewer

Relations

Good afternoon Steve,

Thank you for your email to Sky regarding Paramount+ content on the Sky+HD box.

We are aware that the versions provided by Paramount on the Sky+HD box are missing the subtitles during foreign language scenes. This has been reported to Paramount for them to resolve.

As this content does not belong to Sky we do not have an ETA on when this will be resolved.

One resolution would be for you to upgrade your older Sky+HD equipment to the Sky Q, Glass or Stream service where you will have access to the Paramount+ app. There are no issues with this content on the Paramount+ app.

Should you wish to discuss this option please contact Customer Services 

Thanks again for taking the time to contact Sky.

Kind Regards,

David

Viewer Relations

[DARKDEALX]

@SteveA11111  SteveA11111,

Many thanks in providing the response by Viewer Relations.

Who else, feels the following:

While we appreciate Sky's acknowledgment of the issue and that it has been reported to Paramount, their response raises several concerns that I would like to address:

Accountability for Service Quality:
As a Sky customer, I pay for a service that includes access to Paramount+ content via the Sky+HD platform. Whether the content originates from Sky or a third party (Paramount), the ultimate responsibility for ensuring the service meets acceptable standards lies with Sky as the service provider. Passing the issue off to Paramount and offering no ETA on resolution is unacceptable. Sky should be actively engaging with Paramount to resolve the issue promptly, not leaving customers in limbo.

Forcing Upgrades as a “Resolution”:
Suggesting that the resolution is for me to upgrade to newer Sky equipment (Sky Q, Glass, or Stream) is problematic. The issue at hand is a service flaw with Sky+HD, which I am paying for, and upgrading to another platform incurs additional costs that I should not have to bear to access a functional version of the service. This feels like an opportunistic upsell rather than a genuine resolution.

Lack of Commitment to Legacy Systems:
Sky+HD remains a widely used platform, and Sky has an obligation to ensure that it delivers the same quality of service promised to all customers, regardless of the platform they use. Failing to address this issue on Sky+HD undermines trust and loyalty among long-term customers.

What I Expect from Sky As A Customer:

1. A timeline or regular updates on when the missing subtitles issue on Sky+HD will be resolved.
2. A clear commitment from Sky to work with Paramount to address this issue promptly and ensure parity of service across all platforms.
3. An assurance that I will not be pressured to upgrade my equipment at my own expense to access the functionality I am already entitled to.

[Nigel631]

Got the same problem. Initially thought it was because we were not supposed to understand the Arabic language sections but the extended dialogue at the end of episode 4 rendered that implausible. It does indeed seem like yet another ruse to make us upgrade to another system, presumably more expensive. As someone who struggles with technology at the best of times, this is truly aggravating. I don't want a new system as it will be another thing to try to master. How about Sky considers its older customers a little more?

[DARKDEALX]

@Lisa-P1987 

May I ask, how is it logical  the latest episode has  the issue resolved, but the affected is still outstanding. 

All this non-sensical talk in needing to upgrade this and that is just a poor reflection on the service being received and what is being paid for.  

[TimmyBGood]

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@DARKDEALX wrote:

Lack of Commitment to Legacy Systems:
Sky+HD remains a widely used platform, and Sky has an obligation to ensure that it delivers the same quality of service promised to all customers, regardless of the platform they use. 

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I suggest that's your personal expectation, but not at an actual 'obligation'.  Legacy technology platforms losing functionality is hardly unusual, and Sky+ HD, no matter how much you prefer it and wish to continue using it, is very much a legacy system based on Sky+ which is now approaching a quarter century in age.