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user_ac6f7e
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Tuesday, September 27th, 2022 5:38 AM

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Closed captions keep turning off

My wife is deaf so closed captioning is vital for us. Since we got a new box, the closed captioning will turn itself off when live tv/demand is paused for a few minutes or when we switch from live to demand and vice-versa. We've turned it on with the down arrow options and the settings options. Neither one keeps the CC on until we want it off. This hasn't happened before until approximately a week ago. Anyone else?

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2 years ago

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XfinityJeniece

Official Employee

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2.4K Messages

2 years ago

Hey there, thanks for reaching out through Xfinity Forums! I completely understand needing Closed Captioning on, and we definitely want to help ensure this is not being shut off! You have reached the right place.

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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user_80dd5c

Visitor

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1 Message

2 years ago

This happens to us as well, multiple times per program, every day, any channel. Some shows no longer show captions at all. It's very frustrating when you're trying to enjoy a show but you're hard of hearing.

1

XfinityMichaelC

Official Employee

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4.1K Messages

Hello, @user_80dd5c! I apologize to hear that you are having this issue as well. Have you gone into the options of your cable box to make sure the closed caption is set to on? For more information about the different ways to turn closed captions on and off please have a look at this support article: Turn Closed Captioning On or Off on X1

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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darsword

New Poster

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3 Messages

2 years ago

It’s happening to me as well, and yes, in my setting it reads closed captioning on. It happens on live TV, DVR, all channels. If I pause, when I turn it back on, the cc is gone.

2

CCLysa

New Problem Solver

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617 Messages

Hi there @darsword

 

Thanks for reaching out and letting us know about the closed captioning issue. Let's dive into this further and see what we can do to get this resolved.

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

I no longer work for Comcast.

2 years ago

0

shelli886

Visitor

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2 Messages

This does not work. At all it keeps telling me how to turn it on. I already know how to turn it on. It’s always on. The problem is it keeps turning itself off. Why is this not being understood by Xfinity?! This is a glitch that needs to be fixed

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2 years ago

shelli886

Visitor

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2 Messages

2 years ago

Going on your chat forum doesn’t work at all. It doesn’t understand that the close caption is turning itself off it keeps telling me how to turn it on. I know how to turn it on. The problem is it is turning off. This is unacceptable for the hearing impaired#%^**%##}}~>>%%####~~~

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Night_Owl

Visitor

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1 Message

2 years ago

The response from Comcast here is disappointing.There should be a solution that customers coming here looking for answers can implement without going to chat or at least an acknowledgement that this is a real issue that Comcast is working to solve. The original post here is from 2 months ago. We turn CC on and 10 minutes later it stops working again...when no buttons have been pushed and the same program is still playing. Closed caption is definitely already on when this happens. 

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CCTimothyA

Problem Solver

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785 Messages

@Night_Owl Thank you for reaching out and bringing this to our attention. I can see how this would be frustrating, as someone who also uses CC. Is this happening on all the boxes? 

 

I no longer work for Comcast.

2 years ago

0

DavidK93

Visitor

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1 Message

2 years ago

I'm experiencing the same problem.  I watch almost exclusively recorded content on my DVR, as opposed to live or on demand, and I usually watch with CC.  If I pause a show for more than a few minutes, the CC will stop displaying.  When I go into Device Settings, CC is still "on," even though no captions were displayed anymore.  I have to turn it off and back on, and then CC will display correctly again.  Obviously, I shouldn't have to do that.  I'm not sure how long this has been happening; I think it used to happen occasionally, but it seems like a more recent issue that it reliably happens with--as far as I can tell--any program on any channel after a long pause.  The affected DVR is my only Xfinity device.

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XfinityLinda

Official Employee

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1.4K Messages

Hello, @DavidK93. Thank you for connecting with us! Since this is almost a 3-month-old thread, we ask for you to please create a new post, so we may assist there. Thank you! We look forward to your new public post.

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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