Tcalg's profile

Problem Solver

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191 Messages

Thu, Jun 24, 2021 8:48 PM

Fox's "Next" s01e04 has an audio glitch

Fox's "NeXt", s01e04 "FILE #4" has a glitch which causes the audio to go completely silent approximately 23 minutes into the episode, for approximately two minutes.  Additionally, the closed captioning is not working for this episode.  This episode is not available on Fox's own website.

Accepted Solution

Tcalg

Problem Solver

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191 Messages

1 m ago

Apparently, only certain replies can be marked "solved", so I'm posting this just so I can mark it solved.

Official Employee

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282 Messages

4 m ago

Hi, thank you for bringing this to our attention! I would be happy to place a ticket for our Advanced Technical team to get this episode fixed up. I am not seeing that this episode has been assigned to the team yet. I would like to gather some personal account details from you as a contact for the group. 

 

Can you send me a private message with your full name, name of account holder (if different), and address? To send a private message click the chat icon in the upper right corner. Once prompted, send the message to our shared handle "Xfinity Support". We look forward to hearing from you!  

Tcalg

Problem Solver

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191 Messages

4 m ago

Sorry, but the chat function is not allowing me to send private messages to you.  I'll try again if you can give me more information about how to make it work, but I don't really think it's necessary given the fact that the problem is not with my equipment or wiring.

Official Employee

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174 Messages

Sending us a private message would allow us to do some troubleshooting on your services. We won't ask you to provide us with any private details in public, so we would need a private message so we can get in and see what we can do to fix this for you. 

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
BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

For me, this episode loses audio beginning at 24:53 and remains silent until the commercial block at 26:27. Closed Captions appear for some of the commercials, but not for the program.

ETA: "NEXT" s01e04 when viewed with the beta Stream app on Roku, and on the Stream app on my Android phone, has the same audio gap & missing CC problems.

(edited)

BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

To send a private message to Xfinity Support:

  o Click "Sign In" if necessary

  o Click the "Peer to peer chat" icon or https://forums.xfinity.com/peer-to-peer-chat

  o Click the "New message" (pencil and paper) icon

  o The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

  o  - As you are typing a drop-down list appears. Select "Xfinity Support" from

  o  - that list. When you do an "Xfinity Support" graphic replaces the "To:" line.

  o Type your message in the text area near the bottom of the window

  o Press Enter to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Tcalg

Problem Solver

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191 Messages

4 m ago

Thank you for the helpful information, BruceW.  I found the chat function, and when I got to "Type the name of a person", I typed "ComcastAnna", but it said "No result found".  I sent my private info to ComcastJoeB instead.

Official Employee

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524 Messages

Hello! We have not received a private message yet. Please follow these steps to reach a member of our team so we can further assist:

 

Click "Sign In"
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
BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

@Tcalg wrote: "... I sent my private info to ComcastJoeB instead."

That may not have gone through. When instructed to send to Xfinity Support, always send to Xfinity Support

Tcalg

Problem Solver

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191 Messages

4 m ago

Sorry.  I didn't realize that "Xfinity Support" was literally the username that I was supposed to type into the chat box when it asked "Type the name of a person".

In the previous versions of Xfinity Forums, sending private messages directly to Comcast employees was fine.

BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

@Tcalg wrote: "... In the previous versions of Xfinity Forums, sending private messages directly to Comcast employees was fine."

The change is regrettable. The new (since March 15) "private message" procedure is not explained very well, and the "Type the name of a person" text should have been changed months ago, but here we are. Even worse, most Employee profiles no longer have a "Send Message" link, but some do. Do those work? Who knows . . .

dcfox

Contributor

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379 Messages

@BruceW  Agree the send a message to "Me"confuses a lot. Some do actually explain it properly and others don't.

BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

"Xfinity Support" says they have verified the audio problem in "Next" s01e04 and think it may be corrected in 24-48 hours.

BruceW

Gold Problem Solver

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22.9K Messages

4 m ago

9 days after the problem was initially reported, and 5 days after Xfinity Support said "will get this taken care of within 24-48 hours", "NEXT" s01e04 is still missing closed captions and still has an audio gap.

Tcalg

Problem Solver

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191 Messages

4 m ago

I never received any indication from Xfinity support that this would be taken care of.  In fact, I had a telephone chat with Advanced Support on Wednesday, and I laid out the problem for them much as I have here in this forum.  They wanted to send a repair technician to my home.  Seriously.  I declined, of course, and they said they'd keep looking into it.   But the fact that they think a home visit would be appropriate makes me think they don't really understand the problem.

Tcalg

Problem Solver

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191 Messages

3 m ago

It looks like things are moving on this...

Episode 4 seems to now be available, with audio and captions fully restored, if you watch it on:

  • The Xfinity Stream website using a web browser on a PC.
  • The Xfinity Stream app on an Android phone.

However, episode 4 has disappeared, and cannot be watched at all, if you're using:

  • Xfinity On Demand on an X1 cable box.
  • The Xfinity App Beta on a Samsung Smart TV.
BruceW

Gold Problem Solver

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22.9K Messages

3 m ago

@Tcalg : The episode appears to be available at the moment only through "TV Go" (counts against your Internet data plan). This may be a different set of servers from those used for On Demand and the Beta App (programs viewed using those do not count against your Internet data plan).

(edited)

BruceW

Gold Problem Solver

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22.9K Messages

3 m ago

2 and a half weeks after the problem was initially reported, and 2 weeks after Xfinity Support said "will get this taken care of within 24-48 hours", "NEXT" s01e04 is still not fixed. Only the "TV Go" versions are available. What is the problem? Why are the On Demand and Stream Beta App versions missing?

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