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Hi JodieNJ -- Thank you for bringing this closed captioning issue to our attention. Close captioning issues are handled by a dedicated team. You would want to contact them directly to report this issue. You can do so by email at Closed_Captioning@comcast.com, by phone at 1-800-266-2278, or fax at 215-286-4700.
As mentioned in our private messages, since the device you are discussing is not a Comcast product, if you are having difficulties with it performing correctly, you must contact the device manufacturer.
This is not a Comcast issue that we would be able to assist with, as the audio from the cable box is functioning correctly without the TV Ears.
Well... after some reasearch it seems that the newer Comcast boxes use a protocol called XMP for their remotes that the various Learning Remotes for PC's don't do a very good job with. There might not be a great alternative PC Learning Remote that works with X1.
I may have found an alternative though... hopefully this works for you.
You can download software that enulates Android on your PC. Once you have an Android emulator, you can install and use apps that were meant for an Android phone or tablet on your PC. Comcast offers an app called the "XFINITY TV X1 Remote" that is meant to be used on phones, but I just tested it on a Android emulator on my PC and it works great to control my boxes.
Here is what I did:
1) Downloaded LeapDroid onto my PC - here's the link to that software: http://leapdroid.com/
2) After it installed, I clicked on the Play Store icon and signed in with my Google account (or you can create a new one for free if you don't already have one).
3) Once in the Google Play store, I searched for "XFINITY TV X1 Remote" (it's a red icon that has a microphone on it) and installed it
4) I launced the app, selected the box I wanted to control and was able to use all major functions of the box using the on screen buttons, arrows, and controls from my computer.
Let me know if you get it to work... it's pretty cool... I think I'm going to end up using this method of controlling my cable box every now and then.