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user_b5c0de
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Visitor

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12 Messages

Sunday, June 6th, 2021 8:07 PM

Closed

Peacock closed caption

All of a sudden, Peacock shows are displaying closed captions despite the fact that it says there are none.  I can't get rid of them.

Question

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Updated 

4 years ago

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This conversation has been merged. Please refer the main conversation:

Peacock Closed Captioning

user_JosephC

Problem Solver

 • 

369 Messages

4 years ago

Hello and Happy Sunday, user_b5c0de! I hope you’re having a great weekend so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs! Going forward, I'm truly sorry to hear about the closed captions issues you're having with our Peacock streaming application. To confirm, are you noticing this happens when you stream our Peacock app on multiple devices, or is it just limited to one in particular? Thanks again for your patience!

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user_b5c0de

Visitor

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12 Messages

We only use Peacock on the TV.  That is where it is happening.

4 years ago

0

user_JosephC

Problem Solver

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369 Messages

Ok, got it, and thanks for clarifying! And are you using Peacock through our X1 cable box with your TV or did you download the app from your TV's app store directly? Also, have you tried disabling the closed caption feature from your TV settings as well? 

4 years ago

0

user_b5c0de

Visitor

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12 Messages

We watch through the cable box.  CC settings are off on both Xfinity and TV.

4 years ago

0

XfinityAntoine

Official Employee

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1.4K Messages

Gotcha! Can you download the app on a mobile device do see if you're able to duplicate the issue? Just trying to narrow down if it's an app issue or an odd issue with your particular account/user profile.  

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
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
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

4 years ago

0

user_b5c0de

Visitor

 • 

12 Messages

4 years ago

I downloaded the app onto my Fire tablet, but apparently can't access Frasier or Cybill, which are the shows we watch on Peacock.  Maybe because the app doesn't know we get it through our Xfinity account?  I started streaming SVU Organized Crime, and no subtitles showed up on the Tablet.

3

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XfinityAntoine

Official Employee

 • 

1.4K Messages

Okay so no subtitles on the tablet, but subtitles are being forced on the boxes. This is starting to sound like an account issue. I definitely want to dig a little deeper to get to the bottom of this for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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
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
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

4 years ago

0

user_b5c0de

Visitor

 • 

12 Messages

Okay.  Did it (I think).

4 years ago

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

You sure did! I answered you back! 

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
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
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

4 years ago

0

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