With subtitles, they can be in two places on the screen. Typically they are at the bottom of the screen, but can be rendered at the top if the bottom of the screen has other information, such as an information banner.
On the virgin box if the subtitles are rendered at the bottom, then all lines of the subtitles are displayed.
If the subtitles are rendered at the top, then the first line of the subtitles is never displayed.
So if the subtitles are on two lines in the following format
Line 1: And welcome back today to the shop with Bob
Line 2: and Jane
Then the virgin box will just show "and Jane"
If there is only one line, then nothing is ever displayed.
Thank you for your reply. We are using the v6 TiVo box and we have noticed the same issue on multiple channels including:- Animal Planet, Sky One, Yesterday, BBC One, BBC Two, Discovery.
To check if the problem was with the original source, I recorded the same program from Yesterday and BBC One on a freeview box and the v6. In all cases when the subtitles were at the bottom of the screen, then subtitles were displayed correctly.
Once the subtitles moved to the top of the screen, then where there was just one line of subtitles seen on the freeview box, no subtitles are seen on the v6. Where two lines of subtitles are seen on the freeview box, only the second line is seen on the v6.
I have heard nothing back and I believe it's because Virgin Media just don't care about subtitling. Use your search engine of choice and use the words "virgin media subtitling" and see the number of hits about subtitling not being properly supported.
Now that the extra channels that we got over the initial Covid-19 lockdown have gone, we now have the same channels as Freeview. So we are now using the Freeview box instead as that does support subtitling properly. And we use the LG TV's catchup apps instead of using Virgin Media as those display subtitles while Virgin Media have never bothered to support subtitles.
There was a report in 2011 where Virgin Media had a plan to support subtitles on catchup starting with iPlayer, but looks like it never got any further. I've just tried looking for the report and I'm not finding it to link to this reply.