Audio description & voice over are off but there is voice over on tv virgin stream

[lisa33]

Voice over won’t turn off it’s on itv1 + 1 virgin stream.  I’ve been through settings and accessibility, audio description is off and voice over guidance is turned off but I turned them both on and off to make sure and I’ve turned them off using the microphone on the remote (even though they are off and I have never turned them on) it’s ruining any programme I watch as it’s loud and is describing things or actions on the screen, has anyone found a fix? 

[newapollo]

Hi lisa33 

Have you tried using the contextual button on the remote control  the button with 3 dots on it just above the channel up/down button)?

Pressing that button gives a number of options, depending on the channel and program.

On ITV+1 one of the current options is "Audio".

Pressing that gives two further options, "English- Stereo" and "Audio Description - Stereo" 

Make sure there isn't a tick next to "Audio Description - Stereo" - if there is then highlight "English- Stereo"   and click that instead.  That should remove the voiceover.

[Ashleigh_C]

Hi there @lisa33 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry to hear that have faced this issue with your audio and a big thank you to newapollo for their help so far! Have you been able to try their advise? Is the issue still happening?

[lisa33]

Thank you for your reply, sorry for the late reply I did not receive a notification I’ve now seen an option on my post to allow notifications when someone replies, Ashleigh C below emailed me then I checked on here and saw your post.

So I note those options are available on ITV and the correct option is ticked as per your post, but on ITV plus 1 the options that come up are different they are

info, switch to live tv, subtitles, Add to my watch list, Episodes 

[lisa33]

Yes the issue is still there and I have replied to Dave stating the options on ITV +1 are different but I do have the options mentioned on ITV and on that channel the correct option is ticked, meanwhile the narration continues on ITV +1 so I can’t watch that channel as it’s annoying 

[newapollo · Accepted solution]

Hi again lisa33 

The various options displayed when pressing the contextual button can vary depending upon the program being aired. 

I've just checked on ITV+! whilst The Chase is on, and the options I described including Audio", and then pressing that shows the two further options, "English- Stereo" and "Audio Description - Stereo" 

(Sometimes only the audio described or signed versions of a programme are available such as on some BBC News programs, or programs on BBC iPlayer, or with late night repeats of programs that were screened in an earlier time slot. The audio description is built into that version and can't be removed.

[lisa33]

Brilliant thank you I’ll keep checking until a relevant programme is aired and I will let you know.

[newapollo]

Hi again @lisa33 

Are there any particular programs on ITV+1 that are affected, and if so please can you list them.  I'll then check on my VM set top box when they are airing, and I'll also check them on Freeview. If the Audio Description is on the same programs and I can't turn them off then it would appear to be that ITV have built it into that program version.

[lisa33]

This problem is only in version stream if I watch ITV1 + 1 on Freeview I don’t have this problem at all on any program, I’ve only come across it on Virgin and until last week had not watched that channel on virgin stream

[lisa33]

It seems to be every programme so at the moment I’ve tuned into Champions Full Gallop and the audio description is on and the options are as I described previously. Each time I’ve gone to check if the descriptions on the button with the three dots are available they’ve not been as you described once but I’ll check a few more and let you know - thank you for your time