U

Monday, November 20th, 2023 8:06 PM

Closed Captions out of sync on ABC shows

For the past few weeks, I have noticed that the closed captions for ABC network shows are about 15 seconds to a minute behind the actual show. This makes them unusable. I see this, when looking at shows that were recorded for XFINITY stream. I also have seen at least one on-demand show for ABC that was similarly out of sync. This makes me think that something is wrong with the network feed to XFINITY. For what it’s worth I live in Sacramento. Has anybody else seen this?

Official Employee

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1.1K Messages

7 days ago

Hi, @user_kh9bi4. Thank you for reaching out to the forums and creating a new post. I see you, like many others, rely on closed captioning to be in sync and performing as expected. I understand that recently you've seen some trouble with ABC. Generally, that information does come in from the network. Have you perhaps tried troubleshooting by turning it off and on? To confirm, this is only with ABC and no other network correct?  

4 Messages

Yes, just ABC. 

remember, this is happening on recordings in the cloud as well as on demand so it really doesn’t have anything to do with my local unit. I have turned it on and off many times

Official Employee

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1.1K Messages

7 days ago

It certainly is odd you see it on your cloud recording and via the stream app as well. If there was an issue with the system, we'd likely see it across all the networks. Regardless, it's clear there is a hiccup somewhere. I'm sure this hasn't been easy to deal with, and I can understand what a headache this may be. Is this happening on every title or does it happen at random? @user_kh9bi4

4 Messages

7 days ago

It happens on every primetime show on ABC. It does not happen on the ABC Evening News. It does happen on some shows broadcast nationally during the day like The View. It does not happen on locally produced shows. 

Official Employee

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1.5K Messages

Thank you for this information @user_kh9bi4. This may be a programming failure from the network to provide Close Captioning. Not all programming is required to display Closed Captioning under the FCC rules therefore it may not work properly on every channel on every show. That being said as someone who has hearing loss I know how important Close Captioning is to individuals. Have you tried to disable and then enable Close Captioning on your box? I have found this to help small issues I have run into myself from time to time. https://www.xfinity.com/support/articles/x1-closed-captioning is a link that will assist with turning closed captioning on and off on X1 boxes. I have a shortcut on my Voice Remote and you can see how to do this with the link: https://www.xfinity.com/support/articles/program-accessibility-shortcut-x1-remote 

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4 Messages

Your reply does not appear to indicate that you are understanding what I am saying. This is not a matter of close caption being on or off. It is a matter of a large delay, rendering them unusable.    As I have indicated, previously turning them on and off, does nothing to solve the problem

Official Employee

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95 Messages

@user_kh9bi4 We do, and again we don't impact the content or its captions. That will come from the networks, and they're in charge of how it all syncs up. The details you posted, point to that single network, as the delay is not present on all channels or happening to the box in general. You can try to go beyond simple restarts, and choose a System Refresh to ensure the device settings and content are updated, with the steps here https://www.xfinity.com/support/articles/x1-reboot-my-set-top-box. If the system sees more issues, it will help suggest a tech visit or further troubleshooting :). 

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
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