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Now TV - lack of subtitles via the Now TV app provided by the BT YouView set-top box

AE2023 — Sat, 04 Mar 2023 17:33:48 GMT

We have a BT YouView set-top box and we use this to access Now TV services via the Now TV app. A member of our household has hearing loss and needs to view english language subtitles when viewing Now TV programmes. We have found over the last year that Now TV programming (such as a number of Sky Atlantic shows on Now TV - ‘The Last of Us’ and ‘The Time Traveller’s Wife’) do not have subtitles available via the app provided by BT YouView. We understand that subtitles are available when viewing Now TV via other apps and platforms. Can you please provide an update on when this omission/ issue will be resolved by BT/ YouView? If you cannot provide an update on this support board, please provide a contact email where we can pursue this matter. If the issue needs to be raised with Now TV (and not BT/ YouView) can you please supply a contact email at Now TV.

We take the issue the providing accessibility for viewers with hearing loss very seriously, so can we request in advance that you investigate fully and, if you cannot provide a remedy, please supply the information and contacts so we can escalate to those who can provide a solution.

Re: Now TV - lack of subtitles via the Now TV app provided by the BT YouView set-top box

zulu17 — Sat, 04 Mar 2023 21:46:24 GMT

As I understand it from previous threads on this subject.

It's the responsibility of the app owner (NowTV) to provide subtitles within their app .

The Now TV content is delivered to the YouView box in a different format to content from other providers. The YouView box doesn't currently support subtitles in that format, which is why the Now TV app doesn't currently offer them.

Re: Now TV - lack of subtitles via the Now TV app provided by the BT YouView set-top box

AE2023 — Sun, 05 Mar 2023 09:48:37 GMT

Thanks. I shall follow up with Now TV