Harrogate deaf woman feels like she's "back in the pandemic" due to C4 subtitling issues

Subtitling, audio descriptions and signed broadcasts have been unavailable on Channel 4 since the end of September

Author: Natalie HigginsPublished 26th Oct 2021

A deaf woman from Harrogate has told Greatest Hits and Hits Radio that Channel 4's subtitling issues have made her feel like she's "back in the middle of the pandemic".

It's been nearly five weeks since fire safety systems were triggered at Red Bee Media’s west London headquarters, damaging the equipment which provides access services.

BBC and Channel 5 were able to get their back-up systems working shortly after, but Channel 4's failed. Since then more than 500 complaints have been logged by Ofcom.

Channel 4 have said subtitles, audio descriptions and signed broadcasts are expected to be unavailable until mid-November.

Chloe Marshall from Harrogate is deaf and has been unable to watch some of her favourite shows.

She said: "Subtitles are something that I rely on and it's important for me to have them so I know what's going on. I feel like I'm back in the middle of the pandemic where everyone was wearing masks and I couldn't lip read.

"For them to say we have to wait until mid-November is like a kick in the teeth. If it was the sound that wasn't working it would be fixed straight away.

"I'd like to know if there is someone who is deaf who is working there. That way, they'd have a better understanding of how urgently millions of people need it.

"Even when the subtitles do come back, does it mean the previous shows will had subtitles added or will it just be shows from when the day it has been fixed? They haven't been very clear."

Chloe's partner is having to explain to her what is going on in the programmes

In a series of Tweets, Channel 4 said it was starting to introduce subtitles to popular programmes on its on-demand service, but that was “a very labour-intensive process".

It continued: "We know this isn’t good enough, but it’s a start.”

They said: "Channel 4 has been able to restore subtitles for viewers with the collaboration and support of our partners, Red Bee Media, Arqiva, Freeview, ITV and the BBC, for which we are very grateful.

"Additionally, Channel 4 is grateful for the ongoing advice and support of RNID in speaking to our deaf audience during this time."

The provider haven't yet confirmed an exact date for when the service will resume in mid-November.