What is going on with subtitles on TV? Popular feature goes missing

Channel 4 has come under fire for its ongoing lack of subtitles leaving hearing impaired viewers struggling to follow its programmes.

A charity has now written to Ofcom calling for regulatory action and describing the situation as a “complete dereliction of duty.”

The National Deaf Children’s Society (NDCS) called the delay in fixing the problem “completely unacceptable” and it said it had asked the broadcasting watchdog to step in and resolve the issue.

In Ofcom’s response, a spokesman said the organisation shares the “concern” of NDCS.

What happened to my subtitles?

The first hint of trouble came on September 25 when the Red Bee Broadcast Centre in White City was hit by a problem which took networks, including Channel 4 and Channel 5 off the air.

Red Bee Media handle the playout services - including subtitles - for Channel 4 and Channel 5. The compoany said that the disruption was due to an “activation of the fire suppression systems”.

Suggestions are that the fire sprinkler systems damaged sensitive equipment.

As well as Channel 4, some programmes on Channel 5 were affected and there have been reports of poor audio syncronisation problems, although that may be unrelated.

When will subtitles return to Channel 4 programmes?

On Tuesday, Channel 4 announced that subtitles, sign language and audio description may not return to some of its services until the middle of November after its output was repeatedly disrupted following a technical issue that arose last month.

Red Bee Media, which handles playout services for Channel 4 and 5, previously revealed that the “activation of the fire suppression system” last month at its broadcasting centre triggered audio and picture problems.

The NDCS said the issue left many of the 12 million deaf people living in the UK unable to access the broadcaster’s TV programmes and news services.

In the letter, the charity expresses “grave concern at the protracted absence of subtitles from Channel 4’s content” which it says is having “a very direct and detrimental impact on young deaf viewers.”

As you may already know we're still experiencing problems from a serious technical issue and we're really sorry that not all our systems are working properly yet. You can find a full update here👇 and send any questions to @4Viewers https://t.co/g7gdqC17Gk

— Channel 4 (@Channel4) October 18, 2021

“We consider a satisfactory resolution of these issues is now long overdue and needs to be addressed as a matter of the utmost urgency,” it says.

Mike Hobday, director of policy and campaigns at the National Deaf Children’s Society, said: “It’s simply unacceptable that Channel 4 is unable to provide subtitles for its viewers.

“We’re hearing from numerous deaf children and young people who are deeply frustrated at not being able to watch their favourite programmes with their family and friends.

“If there was no sound on TV, there would be a national outcry.

“Until recently, Channel 4 has been widely celebrated as a force for good in the disability sector, promoting and advancing disability awareness, equality and inclusion.

“However, the failure of its planning and the weakness of its response leaves us wondering whether accessibility remains a priority.

“Reinstating subtitles quickly would mean the welcome return of programmes that have effectively been ‘off air’ to deaf people for weeks. It would also send the message that young deaf people are valued viewers too.”

A statement from Maia, a deaf 16-year-old from Sussex, said: “I am missing vital moments in Channel 4 shows, especially The Great British Bake Off.

“It makes me feel frustrated that I can’t laugh at any of the jokes, let alone understand what is happening.”

Gogglebox will be one programme not offering subtitles tonight

Since Channel 4 has announced the issue is likely to not be resolved until the middle of next month, it means programmes like Gogglebox will again see no full access services when it airs tonight at 9pm.

In its announcement on Tuesday, Channel 4 said it has begun to trial new methods of delivering subtitles during some programmes and subtitles are being added to some shows such as Gogglebox and The Great British Bake Off on its All 4 streaming platform.

However full access to subtitles, sign language and audio description “might not be available until the middle of November”, it added.

“We know that this will be incredibly disappointing to everyone, but we do need to get this right.”

The National Deaf Children’s Society wrote to Ofcom calling for regulatory action (Yui Mok/PA)

An Ofcom spokesman said: “We share the NDCS’s concern about these problems, which are causing deep upset and frustration.

“Channel 4 did not have strong back-up measures in place, and it should not have taken several weeks to provide a clear, public plan and timeline for fixing the problems.

“We have met Channel 4 to express our concerns and ensure it meets its timings for restoring subtitles, signing and audio description.

“We will then consider any further action.”

Channel 4 apologised to viewers in a statement

The broadcaster said it would “like to apologise to viewers for not currently being able to provide access services.”

“We realise how frustrating this is for our viewers and we have been in helpful discussions with RNID to aid our communications around the issues,” the statement added.

“This week, we will start making some of our most popular programmes available on All4 with subtitles.

“We are also currently testing a completely new system to provide subtitles, audio description and sign language services.

“However, this is a complex, sequential process and needs to be done without compromising our broadcast capability. Therefore, it is likely that full access services will not be restored until mid-November.”