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Forum Team (Retired) Josh_RW
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Message 11 of 68
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Re: Subtitle language on Virgin TV Android app

Hi BWG,

 

Thanks for posting!

 

I'm sorry for the trouble.

 

This issue is currently under investigation. I'm going to pass this over to the team to aid them but I'll need more details if possible.

 

Can you tell me the following:

  • What programs have you seen the subtitle issue on?
  • Does it only affect certain programs or all?

 

Speak soon

 

Josh


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BWG
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Message 12 of 68
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Re: Subtitle language on Virgin TV Android app

Hi,

It happens with all programmes. Use case is:

1) Record programme on V6 box
2) Stream recorded programme to Google Pixel 2, Android 8.1 using the Virgin Media TV app (latest version downloaded from Google Play Store)
3) Enable subtitles

The example image I've include is a screenshot from the British TV drama series "Delicious". However the same issues occurs on all recorded programmes streamed to the Pixel 2. The captions on the Pixel 2 are set to English in the Android settings.

Screenshot_20180126-201115.jpg

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Forum Team (Retired) Josh_RW
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Message 13 of 68
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Re: Subtitle language on Virgin TV Android app

Hi BWG,

 

Thanks for the details!

 

I've passed this over to the development team to aid their investigation. We'll get in touch with an update as soon as we can.

 

All the best

 

Josh


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Leesylou80
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Message 14 of 68
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Re: Subtitle language on Virgin TV Android app

I have exactly the same problem. My V6 box displays English subs as does my Samsung S8+ but my Pixel C tablet (which used to be totally fine) is displaying chinese subtitles. I've uninstalled and reinstalled the app loads of times, check every single setting and even done a full factory reset on my tablet, not even keeping any previous settings but nothing fixed it. My S8+ runs Android 7.0 and my tablet is Android 8.1. 

 

VM keep saying that they've never heard of this problem so have no idea how to fix it. This, I think, means that they won't be investing any resources to fix it anytime soon! It's great. Everything was PERFECT with the "All in one" app and i didn't mind the price hike involved in getting the V6 box but now, it really annoys me!!

 

One other frustrating thing is that when you go into "help" within the app, you are sent to a page which says "oh crikey, we can't find that page"!! Says it all!!

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Forum Team (Retired) Josh_RW
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Message 15 of 68
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Re: Subtitle language on Virgin TV Android app

Hi BWG and Leesylou80,

 

I'm sorry again for the trouble, we have a team investigating this.

 

To aid in their investigation could you both provide me with your TiVo Service Number (TSN)? you can find this by selecting:

  • Home
  • Help and Settings
  • System Info
  • System Info

Speak soon

 

Josh


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BWG
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Message 16 of 68
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Re: Subtitle language on Virgin TV Android app

Is it ok to post the TSN in this thread? No security implications?

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Forum Team (Retired) Josh_RW
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Message 17 of 68
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Re: Subtitle language on Virgin TV Android app

Hi BWG,

 

Yes, posting your TSN is perfectly safe. you can PM it to me if you're still unsure.

 

Speak soon

 

Josh


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BWG
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Message 18 of 68
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Re: Subtitle language on Virgin TV Android app

Hi Josh,

I pm'd you the TSN.

Thanks

Brian

 

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Forum Team (Retired) Josh_RW
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Message 19 of 68
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Re: Subtitle language on Virgin TV Android app

Hi Brian,

 

Thanks for that, I'll pass it on to the team and get back to you with any progress.

 

Speak soon

 

Josh


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Leesylou80
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Message 20 of 68
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Re: Subtitle language on Virgin TV Android app

Hi,

Many apologies - I am away until next Tuesday (13th) so I cant check this. Please keep this thread open though and as soon as I get back, I will let you know. Its not accessible via the app by any chance? Just to speed it along.

Thanks,
Lisa
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