Loss of subtitles on itv

[Vcki]

I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions 

[caesarome]

@Vcki 

What TV service do you have so is it Sky+, Sky Q, Glass or Stream ?

[ZyloKai]

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@Vcki wrote:

I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions 

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Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD. 

[KevNewMedia]

Hi @Vcki 

Thank you for joining the Sky Community.

We've passed these details to our Support Teams to make them aware of the problem.

You may wish to consider joining our accessibility service, here are the details of their website where you can message them directly and have a look at the services we provide 😀

[xenon81]

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@ZyloKai wrote:

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@Vcki wrote:

I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions 

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Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD. 

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Can't see why. A transponder move should never cause a loss of subtitles (even temporarily).

[Nplp]

Hi

Havi g exactly the same problem - any cause or solution?

[Nplp]

Hi

Im experiencing exactly the same problem, subtitles on all other channels fine - shortcut subtitles button showing 'off' and unable to change, but 'on' on all other channels. Tried itv 1 live tv on itv x on my phone at the same time as on the Sky glass - subtitles fine on the phone, but not on the glass. Exactly the same issue of no subtitles on itv1 on Sky puck.

[Vcki]

Tried everything, seems it is not just me having the same problems with JUST ITV not allowing to "turn ON" the subtitles, all other channels fine just ITV, what can cause this or is it something you are able to help fix, we rely on subtitles when hearing impaired, I don't do bsl, please ITV we NEED this.

Also how can I connect to an employee rather than a robot when they can't pick out the problem I need help with!

I need to reduce my bill with no longer being employed due to permanent ill health, can someone help me when my text relay is not working with you!!!

[Annie+UK]

This forum is primarily customer-to-customer help

You could email viewerR@sky.uk (Viewer Relations Team)

or

Use the following link for contacting Sky: CONTACT

A phone number is given on a link on the page linked to below (click on the "Need more help?" drop down):

There is also Sky's How can we help? page
(make sure the correct country is selected at the bottom of the page)

[Nplp]

Hi

have uncovered a temporary solution if you get itv x on your tv and  put on live tv I am getting subtitles on that - just watched News at Ten this way.

[ZyloKai]

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@xenon81 wrote:

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@ZyloKai wrote:

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@Vcki wrote:

I have my subtitles on everything but for some reason itv is the only program that the subtitles button is OFF and no option to turn on,all other channels are fine, only started this morning, I rely on subtitles with being hearing impaired, any suggestions 

---

Recently, some ITV1 HD channels moved to new frequencies. This may have resulted is subtitles being removed/unavailable temporarily from ITV1 HD. 

---

Can't see why. A transponder move should never cause a loss of subtitles (even temporarily).

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I was thinking that the move to a new transponder may be treated like a new channel? Also seems like a misconfiguration on ITV's part.

[Nplp]

Another evening of discrimination and inaccessibility. Adding this to the lack of Bluetooth connection to hearing aids and cochlear implants that I uncovered when first purchasing Sky Glass adds insult to injury. The usefulness of Sky Glass to someone with hearing issues is appalling- clearly we are so small in number and our purchasing power negligible we are not worth consideration by Sky in their development of new products.

i bitterly regret purchasing Glass and am looking forward to the day I am out of contract and can take the Glass to the dump and buy a tv and switch to Virgin.

[Debs19671]

I have sky stream and  was able to get subtitles until few days ago now they have disappeared 

[Nplp]

Hi

i have emailed Sky and ITV and am awaiting a reply. When, and if, I receive a reply I will post the substance of them on here. What is clear is that this is an issue now affecting a growing number of people and I find Sky and ITV's current silence on a matter they should be aware of and, be proactive with regards to, illuminating with regards to their approach to inclusion. (removed)

MODERATOR NOTE: Inappropriate content removed.

[jennywren48]

I have lost subtitles from ITV for 4 days now.  I have it on all other channels.

I have a  hearing problem and need subtitles.    I've tried switching everything off and back on ( I have Sky glass ) but it won't reinstate the subtitles. Sky said to contact Itv