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BWG
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Subtitle language on Virgin TV Android app

Hi,

I'm streaming shows recorded on my V6 box to a Google Pixel 2 Android phone. When I tap the speech bubble icon at the top of the screen the subtitles appear but they are in a foreign language. If I watch the same show on the V6 box directly the subtitles are in English (which is what I want). Does anyone know why the Virgin TV app is showing the subtitles in a different language (Cantonese or Mandarin as it happens) and how I change them?

Thanks

BWG

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Message 2 of 43
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Re: Subtitle language on Virgin TV Android app

No takers from Virgin Media on this one?

My wife's iPhone displays the subtitles in English so I guess the problem is:

1) A bug in the Android app

2) A setting on the Google Pixel 2 phone 

I'm stumped at the moment. The language settings on the Pixel 2 (running Android 8.1) appear correct.

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Superuser
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Message 3 of 43
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Re: Subtitle language on Virgin TV Android app

Was it the same show on both devices, and are the characters spaced the same across both devices in the subtitles shown?

The subtitles come from the channel provider, so unless that channel has multiple language subtitles, I have no idea how it's then showing in a different language, unless it's a font issue and the Pixel 2 is doing a character replacement using a different language font rather than a translation.

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I work for Virgin Media - but all opinions posted here are my own
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Message 4 of 43
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Re: Subtitle language on Virgin TV Android app

The subtitles are in English when streaming the same recordings from the V6 box to an iPhone or a Samsung Galaxy S6. The problem only seems to occur on the new Google Pixel 2 which is running Android 8.1.
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Superuser
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Message 5 of 43
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Re: Subtitle language on Virgin TV Android app

It's going to be a difficult one to pin down, mainly due to the fact that pretty much no-one else that posts here has that particular device and / or Android version yet.
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I work for Virgin Media - but all opinions posted here are my own
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Superuser
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Message 6 of 43
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Re: Subtitle language on Virgin TV Android app

Can you check Settings > Accessibility > Hearing > Google subtitles (CC) ?

Is it switched on and if so which language is it set to?

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I work for Virgin Media - but all opinions posted here are my own
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Message 7 of 43
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Re: Subtitle language on Virgin TV Android app

Thanks but I've tried that. The interesting this is that changing the accessibility setting makes no difference at all. For example if I change the language, font colour and even switch the captions off, the Virgin TV app displays the subtitles just the same! I've tried restarting the phone after changing the settings and clearing the app cache but it makes no difference. 

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Message 8 of 43
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Re: Subtitle language on Virgin TV Android app

I spoke to a member of the Google Support Team today. He/she was unable to resolve the issue and asked me to check with Virgin Media whether the Virgin TV app is compatible with Android 8.1.0.  Can anyone from VM confirm whether this is the case or not?

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Message 9 of 43
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Re: Subtitle language on Virgin TV Android app

Earth calling Virgin Media! Can someone official please confirm whether the Virgin TV Android app is compatible with Android 8.1.0:

1) If Yes I will investigate further from the Google Pixel 2 side

2) If No can you say when the app will be patched to make it work correctly with streamed subtitles 

On Google Play it says:

An Android mobile or tablet running Android OS 4.4 & above with WiFi internet

https://play.google.com/store/apps/details?id=com.virginmedia.tvanywhere&hl=en

If it doesn't work correctly with 8.1.0 that should be highlighted.

 

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Message 10 of 43
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Re: Subtitle language on Virgin TV Android app

Can VM provide an official answer on this forum? If not how is the issue resolved?
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