I have the very same issue on my android phone. Subtitles are turn off on the virgin box but every time I try the app the video has subtitles on, making it unwatchable. Mind you, at least it works on my phone, my iPad it does work at all even though I registered twice. I am not very impresses with the quality of the apps. They seem very very temperamental to the point I would say they are unusable as a service.