U

Visitor

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15 Messages

Fri, Aug 13, 2021 1:15 AM

closed captioning ahead of audio

I hope someone who has the power to do something about this issue will actually read this.

In recent weeks I've noticed that on some programs the audio will drift behind the captions the longer the program continues. So, at the beginning of the program they will be in sync, but by the end the captions will appear well ahead of the audio. The longer the program, the more out of sync they get by the end of the program.

This has nothing to do with the set top box, or Comcast working in the neighborhood, or any at-home issue. Calling Comcast to speak to a rep to address the issue is a waste of time. Entry level reps are trained to handle problems in flowchart fashion based on the equipment in your home. If they don't solve it, they may escalate the issue to the next level, or perhaps send out a technician. Neither will fix this issue.

The same issue exists if you stream these programs on any device, thus proving that the issue is not the equipment - the issue is with the source material; that is, the movie or tv show file itself being watched or streamed.

It so happens that I have some experience transferring movies to digital format, and a common issue is that once transferred the audio portion may finish sooner than the video. To fix it you would have to detach the audio from the video, then multiply the audio by some random percentage... 101%... 102%... somewhere in between... tinkering with it until the audio length matches the video length to get them back in sync.

My theory is that some department or some 3rd party contractor has been tasked with adding captions, and they've been taking the audio and running some software on it that adds captions, but then neglecting the important step of ensuring that the overall length of the audio matches the overall length of the video.

I'm just a Comcast customer and have no idea how they handle such processes internally, so I wouldn't know who to tell to get this fixed. Since calling or chatting with customer service is a waste of time, I went to the local Comcast branch and told my tale to someone on staff. As luck would have it he had an audio video background himself and knew exactly what I meant. I accessed their wifi on my phone and showed him the issue, and sure enough, there it was... again proving that it has nothing to do with the equipment in my home.

He said he would email someone with the power to do something about it. I can only hope the problem gets fixed. I'm sure my wife and I are not alone in saying that closed captions are an important part of the viewing experience, especially as we get older and our hearing continues to decline. It's extremely irritating to see several seconds in advance what a character is going to say, and makes for a very frustrating overall experience.

If you want to see for yourself, 2 movies I know of that have this problem are "Let Him Go" and "The Little Things", though there are many more. I believe I've also seen this issue when viewing programs in progress when scheduled on cable channels, and not just On Demand. Incidentally, I had wondered if perhaps the issue was with the studio that released these movies, but those 2 movies are from different studios. Also, this issue does not exists in third party platforms Netflix and Amazon Prime. All the data so far suggests it's an issue in house that Comcast has to solve... and I hope they do soon.

Bulkington

Gold Problem Solver

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508 Messages

5 m ago

@user_91f566 , you have articulated - and explained - the problem beautifully!

I have also experienced this issue with live and On Demand programing.  Most frequently with PBS shows.

Xfinity, I am hopeful you will work to improve the quality of your product.  I look forward to your reply.

(edited)

Harry3667

Contributor

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94 Messages

@Bulkington

Definitely, and more often than not the PBS programming.

Official Employee

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482 Messages

5 m ago

Hello, @user_91f566! Thank you for posting here on our forums to bring this to our attention. I'd love to look into the email/ticket that was escalated to see what the status on this is. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

Visitor

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15 Messages

@XfinityStephanieB
 
I sent a Direct Message as you described, and chatted with a rep there. A message was left yesterday saying "the ticket is still open and being worked on." I just checked the movies that had the issue I described, and so far nothing has changed. Meanwhile I got an email "Reminder To Accept Solution" telling me to go here and click "Mark as Accepted Answer". I find that irritating, given that the issue is as yet unsolved.

I just want to remind you and Xfinity as well that this issue doesn't just affect me... it effects EVERY XFINITY CUSTOMER that uses closed captions... and I imagine that must number in the thousands. I'd bet my life that others have called or chatted to complain, but hit a brick wall when no solution via those channels was available. I know because that's the first avenue I tried, and got nowhere - those reps treat problems in flowchart fashion as if the problem exists somewhere in the customers' homes or equipment. But as I have described, in this case it's a supreme waste of time because the problem exists not on your customers' end but on YOUR end.

I will NOT mark this as the Accepted Answer until someone gives me an answer that's acceptable... which obviously won't happen until the problem is FIXED.

Official Employee

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264 Messages

Hi David, I wanted to follow up and let you know the ticket is still open. We will continue to follow up. 

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

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15 Messages

@XfinityAshley  - above you will see that I was initially directed to start a chat via Direct Message, which I did. So far that has yielded no results. Several people have responded to that thread, but no one appears to be doing anything about it. The most recent rep, Amir, said, "After looking into this on my end I am not seeing that this is a wide spread problem so it's safe to say you and maybe a small handful of customers are/have experienced this, with that being said I'd like to isolate this problem so that we can find out what's causing the delay. To begin our journey could you please provide me with your full name and street address here?" I did provide that info, but as I said, that won't do any good. The problem is not in my home or on only my equipment. The problem is system wide. The problem is on YOUR end, not your customers' end. It's systematic. Anyone who turns on captions for certain On Demand programs is having the same issue. They begin in sync, and as the program proceeds, the captions get further and further ahead of the audio.... several seconds ahead. Go see for yourself. Watch "The Little Things" On Demand - turn on the captions, watch the beginning, then skip ahead to the end. Then tell me if I'm wrong.

Amir seems to think only "maybe a small handful of customers" have experienced this. But I'd bet that's because you've heard only a few complaints about it. And I would bet that the reason for that is because if they bothered to call or chat with customer service to fix it, they would have reached a dead end. And that's because your customer service assumes the customer's complaint is due to customer error or a problem with the equipment in the customer's home. They troubleshoot in flowchart fashion to try to solve the problem, but since this issue is YOURS and not your customers', that turns out to be an utter waste of time... which this has been for me so far: an utter waste of time. But I just figure I've come this far, so I might as well continue following up until something solves the problem.

Visitor

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15 Messages

@XfinityAshley I went to my computer, selected "The Little Things" On Demand, fast forwarded it to later in the movie, and took a video of it on my phone with the captions on so that you can see how far out of sync it is. Apparently this bulletin board doesn't allow attachments, so I had to upload it to Google Drive. Here's the link https://drive.google.com/file/d/1wDg9SBWdR2SbSCVSL5iuXjkOFl_klqaY/view?usp=sharing

Now try it on your end. If it happens on your end, too, then the problem can't be only mine... EVERYONE would have the same problem. I'm just apparently the only one who's trying to get you to do something about it.

Visitor

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1 Message

4 m ago

This is stupid, I'm paying you at least $100/month more than I should be and could watch live TV remotely with another provider, and you can't correct this...????

Official Employee

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319 Messages

I am so sorry, @user_cb0ef6 I am not quite sure what you mean. You are trying to watch live tv at someone else's home? What do you mean by "another provider" exactly? If you would like to talk to me directly, you can also send me a DM to let me help you. 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer 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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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15 Messages

@XfinityJosephB it's quite obvious that what user_cb0ef6 meant by "another provider" is another service provider; i.e., one of your competitors, such as Verizon Fios. And he's right... we pay a small fortune for Xfinity services, and you should be able to correct such issues.

Here's the latest, by the way. I used the Direct Message feature in the upper right as I was instructed. From August 6 to the present they have been ZERO help. Over a dozen different reps have seen the thread, and not a one of them were helpful.

I get that you've all been trained to follow a certain protocol in flowchart fashion, but sometimes you have to think and act outside the box.

One thing was clear: I would make no progress until I had a tech out to my home to see it for themselves. So, today a tech came, I showed him, he was pretty shocked, he tested my theory at other locations and found out I was correct: Xfinity has a system wide issue with CC getting several seconds ahead of audio on certain On Demand programs.

I've done about all I can now. I guess I'll just have to check in from time to time to see if the problem has been fixed.

Bulkington

Gold Problem Solver

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508 Messages

4 m ago

Looking for an update.  Has a ticket been submitted, the issue elevated?

Visitor

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15 Messages

@Bulkington , that's a good question.

Hey, @XfinityJosephB and @XfinityAshley and @XfinityStephanieK ...we, and probably hundreds of others, would like to know what progress has been made on this issue that affects ALL YOUR CUSTOMERS who turn on captions when they watch HBO On Demand. So far it appears nothing's been done.

(edited)

Bulkington

Gold Problem Solver

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508 Messages

3 m ago

Last night I watched The Rookie 401, 402 (ABC) and AHS 1001 (FX) On Demand and the timing of the closed captioning was perfect.  Is this progress?

Selections from CBS, PBS, TNT and The CW had the CC progressively getting ahead of the program - the commercials, too.

Please communicate Xfinity's (hopefully ongoing) effort to correct this problem.

New Poster

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2 Messages

@Bulkington i have same exact issue....i watch on my laptop, with headphones because it is easier to hear and see...this is beyond frustrating

Visitor

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15 Messages

3 m ago

@Bulkington - the caption issue is not on all networks. I'd only noticed it on HBO On Demand (several but not all movies, and also The Sopranos series). The same programs while viewing on TV as scheduled while in progress do NOT have this issue, so it's an On Demand issue. I haven't checked to see it's been fixed, but since I've heard nothing from anyone, I'm guessing it has not been fixed. Reps in this thread @XfinityJosephB and @XfinityAshley and @XfinityStephanieK did not respond to my last entry here.

I do understand that companies everywhere are short-staffed. But the problem is... and I find this EVERYWHERE... that they are not setting expectations. Ignoring the problem at hand is not going to make it go away. No one has set any expectations as to who would look into this, and by when I may expect resolution, or at the very least, expect follow-up correspondence. All I've gotten is a lot of people passing the problem on to someone else... that, and being ignored. It's extremely frustrating.

New Poster

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2 Messages

3 m ago

Perfectly stated. I started noticing this same issue too over the past few months and it is extremely frustrating. Wind up having to turn cc off half way thru most shows as the captions wind up two sentences ahead of the audio. Happened tonight while watching On Demand shows on HBO and on AMC. Please try and fix this soon as many of us rely heavily on closed captioning. Thank you.

Visitor

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15 Messages

@m4creations thank you, but don't get your hopes up. Reps in this thread @XfinityJosephB and @XfinityAshley and @XfinityStephanieK are ignoring me. Earlier on I was told to start a "direct message", which I did, and I've gotten nothing but lip service. 15 different reps have responded in that direct message thread, and every one of them acts like they're seeing it for the first time, saying they're sorry for my inconvenience and can they have my name and service address. Actual service on the issue has been non-existent.

Visitor

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1 Message

3 m ago

I'm having the exact same issue watching the movie SWAT on AMC today

Official Employee

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290 Messages

@user_dc16f2 I am very sorry to hear you are having troubles with the closed captioning as well. We are here to assist. Are you still experiencing issues on AMC today? 

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
Bulkington

Gold Problem Solver

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508 Messages

2 m ago

Last night I watched PBS's Grantchester on Masterpiece 607 On Demand and the CC was timed correctly.  Also watched an episode of The CW's Nancy Drew (303) from a few weeks ago and the CC got ahead of the dialog but the most recent (306) addition to On Demand did not have that problem. I'm curious to see if 306 is still okay once it's reloaded with a shorter run time after 11/19.  Here's hoping...

11/24: the CC for the recently added "42-minute" 306 is timed correctly as was the original 56-minute version.  So "they" haven't fixed what's already posted but the new is OK.

(edited)

Visitor

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15 Messages

2 m ago

@Bulkington I've been back and forth for a few months now with another department via Direct Messaging about this issue. It's been very frustrating. Over a dozen reps have participated, but each one asks for my name and service address as if they're starting at square one. The most recent message from them is the most promising so far: "Our engineer team has put this in a National issue ticket, and linked your ticket to it directly. The team is working directly with all partners to ensure this is resolved as quickly as possible. We will monitor the ticket and reach out as soon as we have an update on the ticket. The team did indicate if you have the HBO Max App available to watch via your cable box or smart device, the closed captioning is not out of sync via the App."  I do appreciate that at the very least they add to the thread once in a while to say they haven't forgotten about it, unlike reps here who have flat out ignored me. It's been about 6 months since I first noticed the issue, so obviously progress is slow. I checked a few movies just now that had the issue before, and so far nothing's changed.

Official Employee

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73 Messages

Hello! I am very sorry about the issues you have been experiencing. I'm happy to look into this for you! Could you please send me a private message with your full name and full address? Our team can most definitely take a further look at this issue.

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.
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Visitor

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2 Messages

2 m ago

I've been trying to watch The Walking Dead World Beyond on AMC on-demand, and have been having the same issues. When the episode is about 2/3 in, the captions are off by a good 2-3 seconds. It's quite frustrating, and I've found a lot of threads like this one online, but none of them seem to have a solution.

Visitor

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15 Messages

@ef2000 yup.... the longer the affected program, the more out of sync the captions get. I'm sorry I'm not here to tell you it's been fixed. I've gotten the runaround about it for months now. I'm told their working on it, and I understand they probably have bigger fish to fry and are short-staffed like everyone else, but for it to play out for this long and not set expectations with customers is completely unacceptable. At the very least they should include some message on our monthly statements explaining they're aware of this issue and it may take some time to resolve.

Meanwhile I suggest you set your DVR to record it instead of watching it OnDemand. Affected programs that I have watched appear to be unaffected during the course of real time programming. The Sopranos is one such program, but HBO ran a marathon of the entire series to promote "The Many Saints of Network", so we managed to get all episodes on our DVR. It used surprisingly little space, and the captions are perfect. Also, apparently captions are supposedly in sync when you watch them on demand within the production company's app (in this case HBO... in your case AMC if they have their own app) vs. Xfinity OnDemand. I hope that helps.

Tcalg

Problem Solver

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205 Messages

2 m ago

I would just like to chime in to say that I am also experiencing this issue specifically with episodes of The Walking Dead: World Beyond and Fear The Walking Dead on AMC consistently.  I can't say I've seen this issue much with other shows and channels.

I had another issue with AMC On Demand's closed captions a couple years ago, so I think there is something specifically going on with them.

Visitor

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1 Message

2 m ago

This explanation of the issue is so perfectly articulated and further explains masterfully the complete incompetence that comcast has demonstrated (from an organizational level) in dealing with issues like this.  Read the whole thread.  It's infuriatingly accurate.

XfinityGina

Official Employee

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413 Messages

I'm truly sorry to hear this is happening @user_2138dc.

 

The best thing we can do is to gather information from the customers experiencing this issue so that we can create tickets, it's documented and the teams that work on the captions and/or syncing can do so. We want to get this resolved for you and everyone in this thread! We understand how important the closed captions are! 

 

If anyone in this thread has not already tried the following steps, please do so: 

Audio Doesn't Match Picture

To troubleshoot this issue:

  1. Verify/disable the SAP/MTS switch for the TV, DVD, VCR or other connected device.
    • Locate the device's SAP or MTS setting. This could be:
      • A button on the device's remote (not the universal remote).
      • For TV Adapters using the TV Adapter Remote, press the LANG button.
      • For TV Adapters using the XR2 remote, press the xfinity button, highlight Audio Preferences, then press OK to change the language preference.
      • An SAPMTSStereo/SAP, or Stereo setting in the device's onscreen guide or menu selection.
      • An SAP or MTS toggle switch on the TV, VCR, etc.
    • For SAP or MTS, change the setting to Off or Normal.
    • For Stereo/SAP or Stereo, change the setting to Stereo or Normal.
    • If you have multiple devices connected between the TV Adapter or TV Box and the TV, it may be necessary to check the settings on each connected device.
  2. If the issue is still occurring, verify the Default Audio Track setting on the video device guide.
    • For TV Boxes:
      • Go to the Main Menu.
      • Select Setup.
      • Select Audio Setup.
      • Set the Default Audio Track to the desired language.
    • For TV Adapters with an on-screen guide:
      • Press the INFO button.
      • Highlight Setup and press 5 or ENTER.
      • Highlight Audio Setup.
      • Select the desired language.

If these issues do not resolve the syncing issue, please use the instructions listed earlier in this thread to send us a direct message so that we can begin the process of opening a ticket. 

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.
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Visitor

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15 Messages

@XfinityGina firstly, I appreciate your offering a fix. However, your replying only to this one user in the thread means he/she's the only one who saw it. I started this thread, and I'm only just seeing your solution for the first time. Next, your solution is to make changes on the set top box. But as I have said many times, it's not just the set top box, and it's not just any one person's home. The issue is not just on TV set top boxes... it's everywhere: on phones, on tablets, on computers... everywhere. This has already been verified by me and even by Xfinity employees. I demonstrated it at an Xfinity store on YOUR own system. Everything about this issue suggests that it's system wide, and not a problem that your customers can fix on their end. You (Xfinity) have to fix it on yours, period. Stop putting the onus on us to fix it, because we can't. If you really want to help, then read the entire thread to know what's going on, and see the Direct Message thread I already started months ago (that's also going nowhere) for more details.

Visitor

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1 Message

2 m ago

Here it is almost 4 months after user_91f566 skillfully explained the problem of CC and audio not synching. I can find no solution to this problem which is driving me nuts. Has it been solved and I just can't find it?  

Visitor

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15 Messages

@fish3792 thanks for the kind words. Much to my surprise, I see that the issue has finally been fixed on two movies ("Let Him Go" and "The Little Things") that I had initially specified as examples of the issue. The last time I checked them was not more than a few weeks ago, so it's a recent fix. But I have no idea as to the how many programs have been fixed overall.

Official Employee

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577 Messages

Hi, @fish3792. I am sorry to hear your issues are still ongoing. Are you noticing this with all content, certain shows, movies etc? Have any of steps listed on this thread helped at all? 

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Official Employee

 • 

422 Messages

@user_91f566

That’s great that two of the programs you specified have cleared up! Will you let us know if you continue to see this on other programs, please?

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

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15 Messages

@XfinityDevinC as a matter of fact, yes... I noticed the issue yesterday with "Hitman" OnDemand.

Forgive me for saying that Xfinity reps here... and in Direct Message where I also have a very long thread on this issue... are handling this issue all wrong. I've seen you all putting the onus on your customers to troubleshoot and correct this, and to report the issue because, as I've seen reps say, the more tickets, the more action. It is not your customers' responsibility to fix your issues. The responsibility is yours.

I can't be more clear about what the problem is. I can't be more clear about the fact that the issue exists not just on my own personal set top box, but also on every device, and not just in my home, but everywhere. I HAVE PROVEN THIS TO XFINITY EMPLOYEES. The issue is SYSTEM WIDE. There is NOTHING your customers can do to fix it. YOU ARE THE ONLY ONES WHO CAN FIX IT. It affects ALL YOUR CUSTOMERS, and I'm sure that THOUSANDS of them turn on closed captions while watching OnDemand. Just because you're only hearing from a few of us, doesn't mean the problem is only happening for us. It's happening for everyone.

Go see for yourself. Watch "Hitman" OnDemand here https://www.xfinity.com/stream/entity/4974792491557135112 - you'll see that at the start of the movie caption are in sync, but as you go closer to the end the captions get several seconds ahead of the audio. How am I supposed to fix that on my end? I can't. Xfinity has to track down the problem, and fix it themselves.

Official Employee

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68 Messages

@user_91f566

Thank you for reaching out to our Xfinity Support team, here, on the community forums. We always want to foster a positive and kind atmosphere here in the Xfinity Forum. Please keep the first rule of our forum guidelines in mind when posting.

https://comca.st/32rkcow

I would be happy to review the current issue with you, and create a ticket on your account , if needed. Could you please send our team a direct message with your full name and full address? Thanks!

To send a "Peer to peer" message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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

Visitor

 • 

1 Message

15 d ago

Here to say I have the same issue. Thank you, OP for articulating it so well. Too many programs and movies to list that I have experienced this issue with. Sometimes I end up taking the CC off because the timing is so wrong that it becomes distracting rather than helpful as it’s meant to be. I’ve read the thread and see that to date there is no resolution; with several Reps requesting the same info over and over as if to start from the beginning. Extremely frustrating. I will continue to follow in hopes the issue gets resolved, but I won’t hold my breath. Figure it out, Comcast/Xfinity! 

Official Employee

 • 

554 Messages

@MissZari

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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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