Channel 4 admits access service system 'failed' after evacuation in apology

Channel 4 has issued an apology to viewers for its ongoing lack of subtitles, audio description and sign language services, admitting that its cause is the evacuation incident on September 25.

The public service broadcaster has shared that when it transferred to the emergency back-up, the ‘system that was meant to provide access services, also failed’.

Channel 4 has insisted that its engineers ‘have been working around the clock to fix the problem’ as ‘a priority’.

The statement on Channel 4’s website reads: ‘We are really sorry that viewers still can’t watch our programmes with subtitles, audio description or sign language support. We know how important these access services are to you.

‘We have always been committed to supporting viewers with hearing or sight impairment very seriously, and realise how frustrating it is that you can’t enjoy your favourite programmes.

‘The reason we can’t currently provide access services is because of the severity of the incident on Saturday 25 September 2021. When we transferred to our emergency back-up, the system that was meant to provide access services, also failed.

‘Our engineers have been working around the clock to fix the problem. It is a priority for Channel 4. However, it is a complex process and will take some time.

‘However, when access services are fully restored, Channel 4 will make sure that all the programmes that you have missed will be available to watch with subtitles, audio description and sign language support.’

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