Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,808,952

members

12

online now

1,954,682

discussions

Top

Poor Closed Captioning / Errors.=

Frequent Visitor

Poor Closed Captioning / Errors.=

I checked HBO and was referred back to you.  They are responsible for CC on HBO GO, but recommended I contact you for any On Demand captioning issues.

 

I'm catching up on Westworld. Last week I watched episode 2, and am watching episode 3 tonight.  I have to say that the closed captioning on these two shows is APPALLING.  Enire lines of dialogue are missing.  Sometimes, part of a dialogue is missing with one or two words showing up and the rest of the words are just blacked out.  Words are misspelled.. They are broken up into segments that have no relationship to real words.

 

For example:

dialogue said "... there must be a way ..." and the text was "be a wa y ..."

character name is "Dolores"  and the text was "Doloes"

dialogue: "I have to get home"    text: "I ha to ge me"

dialogue:  "I promise"     text: "I prome"

dialogue:  "someday soon"     text: "somedason"

dialogue:  "can't cook s--- without a fire"     text looks like this:  

nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn

nnnnnnnnnnnnnnwithout a firennnnnnnnnn  (nblank, blacked out area)

and on and on and on ...

 

This is unacceptable.  What are you (Comcast) going to do about this?

 

Service Expert

Re: Poor Closed Captioning / Errors.=


GaijinSue wrote:

I checked HBO and was referred back to you.  They are responsible for CC on HBO GO, but recommended I contact you for any On Demand captioning issues.

 

I'm catching up on Westworld. Last week I watched episode 2, and am watching episode 3 tonight.  I have to say that the closed captioning on these two shows is APPALLING.  Enire lines of dialogue are missing.  Sometimes, part of a dialogue is missing with one or two words showing up and the rest of the words are just blacked out.  Words are misspelled.. They are broken up into segments that have no relationship to real words.

 

For example:

dialogue said "... there must be a way ..." and the text was "be a wa y ..."

character name is "Dolores"  and the text was "Doloes"

dialogue: "I have to get home"    text: "I ha to ge me"

dialogue:  "I promise"     text: "I prome"

dialogue:  "someday soon"     text: "somedason"

dialogue:  "can't cook s--- without a fire"     text looks like this:  

nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn

nnnnnnnnnnnnnnwithout a firennnnnnnnnn  (nblank, blacked out area)

and on and on and on ...

 

This is unacceptable.  What are you (Comcast) going to do about this?

 


can you change the 'device' and see if captions have the same issue? For example if you were watching a TV using a set top box watch same part of show on a desk/laptop at https://tv.xfinity.com/ site or watch using the xFinity TV app on a smart device. 

 

the point of this would be to determine if this is an equipment problem or the actual streamed data CC problem. 




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Admin1

Re: Poor Closed Captioning / Errors.=

Hi GaijinSue -- This issue will need to go to our Accessibility team. Accessibility handles all Closed Captioning issues. They can be contacted the following ways:

 

Customers can also get help and support online at xfinity.com/accessibilitysupport




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon