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 again @lisa33 

When you click on the 3 dots button there should be the following options showing:-

Info, Subtitles, Audio, and Episodes.

You should be using the navigational button on the Stream remote to scroll down to Audio which will then be highlighted in red. Then press the OK button to bring up the two further options, "English- Stereo" and "Audio Description - Stereo"  Then if you press English-Stereo it should stop the Audio Description (AD) voice.

 I've just checked Champions:Full Gallop on Freeview and according to the program synopsis on Freeview it does have AD (Audio Description) It was turned off by default.

The program synopsis on my VM360 also showed that AD was available for that program.  I was able to use the Audio option on the remote to turn the AD On and Off whilst viewing Champions:Full Gallop

[lisa33]

Thanks but as I said before I only get the options I mentioned earlier on every programme info, switch to live tv, subtitles, Add to my watch list, Episodes, there’s no audio option when I press the 3 dots button what is VM360 I’m using a virgin stream box it’s a small hand size box unfortunately there’s no option here for me to attach a pic of the options or my little stream box, I can’t attach a link on here either but you could google virgin stream or meet stream from virgin media.

https://www.virginmedia.com/tv/stream

Maybe that’s why I don’t have the same options as you, it’s really limited.

[lisa33]

Thanks but as I said before I only get the options I mentioned earlier on every programme info, switch to live tv, subtitles, Add to my watch list, Episodes, there’s no audio option when I press the 3 dots button what is VM360 I’m using a virgin stream box it’s a small hand size box unfortunately there’s no option here for me to attach a pic of the options or my little stream box, I’ve managed to attach a link on here.

https://www.virginmedia.com/tv/stream

Maybe that’s why I don’t have the same options as you, it’s really limited.

[newapollo]

Hi again @lisa33 

I'm as up to date as I can be with the Stream box, it's basically the same as the TV360 box except for two main differences.

The Stream box, as it's name implies, streams the TV over the internet.  The 360 box doesn't use the internet for the TV programs, instead  it uses a coaxial cable to provide the TV channels. The TV360 is able to record TV programs on it's inbuilt hard drive. The Stream box doesn't have a hard drive, and so can't record programs

Both boxes have the same interface, and are currently running software version 5.12 of the Horizon operating system which is Liberty Globals (VM's owners) inhouse entertainment system

As far as I was aware, both boxes have the same options in the menus. They even use the same remotes so I would expect the same options to be available using the contextual (3 dots) button as well.

Here's a link to info about the /virgin-tv-360 box

main 360 box

.

[lisa33]

Thank you, not sure what’s up with mine then 🙂

[lisa33]

So I’ve found a post by a user named SAKATA that user posted in February 2024 that after a year there had been no resolution only difference was they were having AD description on channel DAVE, they had toggled everything to off in accessibility which included AD and voice over guidance, I think I’ve tried everything now and since I found that other post with the same problem it looks like there is no fix - thank you for trying but I’m giving up now and I’ll use Freeview for ITV 1 + 1 going forward 

[newapollo]

Hi again @lisa33 

I've just read that thread and can see it was suggested that they try the settings in the TVGO app and TVGO web browser to see if that gave the option to turn off AD.  I see it didn't work for SAKATA and other users on that thread, but it's something you could try if you haven't already.

There is another option that you could try such as either performing a soft reset and/or a hard reset. 

Unplug the USB from the back of the box and then hold the power button on the front of the box while  plugging the USB back in. (Keep hold of the power button while doing this)

Keep holding the power button in when the Welcome screen appears for 5 to 10 seconds and then let it go. 

A menu will appear. Now tap the power button to select which reset option (hard or soft) you prefer. I would try the soft reset option first, and if that fails try the hard reset, because if you have added programs to your Watchlist you might have to set them up again if you perform the hard reset.

Then hold the power button again for 5 seconds on the option you selected option to reset it. 

[lisa33]

Thank you, so I did a hard reset as I’ve no watch list  and I’ve checked in settings AD is off and is off on Virgin go too I’m just watching The Chris McCausland show and AD is still speaking  describing what they are doing when they’re not speaking options on the 3 dots button are Info, Subtitles, add to my watch list, Episodes

[lisa33]

Thank you, so I did a hard reset as I’ve no watch list  and I’ve checked in settings AD is off and is off on Virgin go too I’m just watching The Chris McCausland show and AD is still speaking  describing what they are doing when they’re not speaking options on the 3 dots button are Info, Subtitles, add to my watch list, Episodes when I chose info there was a few options along the bottom one was audio and subtitles when I chose it is said off 

[newapollo]

drat

Sorry to see even that didn't work, but thanks for trying. My 360 box still has all four options when pressing the context button - Info, Subtitles, Audio, and Episodes