ANSWERED: How to get Xfinity Accessibility Assistance?
Xfinity customers who use accessibility services — including Closed Captioning, audio description and Voice Guidance — have access to a specially trained and dedicated customer support team through Comcast's Accessibility Support Center for Customers with Disabilities.
Xfinity customers who use American Sign Language (ASL) have access to a dedicated customer support team through our ASL Support Center. If you're a new or existing customer, you can contact us by videophone to reach a Comcast representative fluent in ASL.
How can the Comcast Accessibility Support Center for Customers with Disabilities help me?
The Comcast Accessibility Support Center for Customers with Disabilities can assist with:
- Closed Captioning
- Enabling or disabling Audio Description
- Voice Guidance
- Braille bills, large-print channel lineups
- Ordering and pairing an XRA Large Button Voice Remote or large button Xfinity remote control
- Assistive technology, such as:
- Xfinity web remote eye tracking and pairing Bluetooth hearing aids
- Sip and puff
- Hands-free software (e.g., Dragon Naturally Speaking)
- Type to Talk
- Troubleshooting Xfinity TV, Internet or Voice for our customers with disabilities
Contact the Accessibility Support Center for Customers With Disabilities
You can reach the center between the hours of 8:00 a.m. and 11:00 p.m. ET, seven days a week, by:
- Calling 855-270-0379 and saying “Accessibility” or describing the issue (e.g., “large-button remote,” “Audio Description”).
- Using our accessible chat service.
- Emailing firstname.lastname@example.org.
- For self-service assistance and frequently asked questions, text “Accessibility” to 266278.
You can also get help and support online at xfinity.com/accessibilitysupport.
Accessibility Help Videos on Xfinity X1
X1 makes it easy to get Accessibility help and support right on your TV.
- Press the A key on your Xfinity remote to get to the Help screen. The A key is a triangle shaped button just above the number 1 key.
- Use the arrow keys to navigate the X1 Help screen. The second row of items has several folders that contain help videos on different products or topics.
- Use the right arrow key to find the Accessibility folder at the end of the Help Videos row. Press OK key at the center of the directional arrow pad to enter the Accessibility folder.
- Use the up and down arrow keys on your Xfinity remote to explore the Accessibility help video titles.
- Press OK to watch the video you’ve selected.
Finding the Accessibility Settings Menu
The easiest way to get to the Accessibility Settings menu is by pressing and holding the microphone button on your Xfinity Voice Remote and saying "accessibility."
The microphone button, which starts voice control, is either located three rows up from the OK button and is shaped like a slightly indented rectangle, or is located five rows up from the bottom of your remote and is shaped like a circle, depending on your Voice Remote model. Learn more about your Voice Remote.
You can also press the B key on your X1 remote control to open the Accessibility Settings menu. The B button is shaped like a square on your remote.
Additionally, you can get to Accessibility Settings from the main menu.
- Press the xfinity button on your X1 remote control. The button is located five rows down from the top center of the remote. Then use the arrow keys to go to Settings, represented by the gear icon to the far right on the menu. Press OK.
- Use the up and down arrow keys to go the Settings menu. Select Accessibility Settings and press OK on your remote.
Using the Accessibility Settings Menu
In the Accessibility Settings menu, you'll find options like:
- Closed Captioning: On/Off: Select this and press OK to turn Closed Captioning off or on.
- Closed Captioning Options: Includes font size, color and style, background color and opacity, and more. Select Closed Captioning Options and press OK to change these readability settings.
- Audio Description: On/Off: Select this and press OK to turn Audio Description on or off. By turning Audio Description on, you'll hear audio-narrated descriptions of key visual elements such as actions, facial expressions, costumes or scene changes on shows that have Audio Description available.
- Voice Guidance: On/Off: Select this and press OK to turn the talking guide on or off. With Voice Guidance, you'll hear on-screen text and options spoken aloud to help you move through screens. You can also turn Voice Guidance on or off by pressing the B key (the square button on your remote) twice at any time. Learn more about Voice Guidance with the X1 talking guide.
- Voice Guidance Options: Change how fast Voice Guidance speaks on-screen text and options.
- Audio Language (SAP) Reset: Clear the last audio language you selected for any program you're watching. Learn more about Secondary Audio Programming (SAP).
- Enhanced Text Readability: Change the text size of the on-screen guide.
- X1 Tips and Tricks: Browse tips and tricks related to accessibility.
- Find Shows with Audio Description: Browse a collection of described shows and movies.
- Adaptive Remote: Turn on the Adaptive Remote option to control your TV on your mobile device or computer browser. Pressing OK on your remote will take you to a page explaining how you can get to the web portal.
As more accessibility features become available, you'll find them in the Accessibility Settings menu. Options available under this menu are also available elsewhere in the Settings menu.
Please note if you’re using any third-party applications within X1 or Flex, most of your accessibility user preferences will not be observed once you launch the app. However, you can enable the app’s own accessibility features, which will vary within the app.
Accessibility Help Videos to Assist X1 Customers with Disabilities - https://www.xfinity.com/support/articles/x1-accessibility-videos
Find the X1 Accessibility Settings Menu - https://www.xfinity.com/support/articles/x1-accessibility-settings-menu
Comcast's Accessibility Support Center for Customers with Disabilities - https://www.xfinity.com/support/articles/accessibility-services
Braille, Large-Print and Screen Reader-Friendly Xfinity User Guides - https://www.xfinity.com/support/articles/braille-large-print-screen-reader-welcome-kits
How to Request a Braille or Large Print Bill from Comcast - https://www.xfinity.com/support/articles/braille-or-large-print-bill
What is the Xfinity Accessibility Assistance Large Button Remote? Overview and Programming Codes - https://forums.xfinity.com/t5/TV/ANSWERED-What-is-the-Xfinity-Accessibility-Assistance-Large/ta-p/2991524
Xfinity Accessibility YouTube Videos - https://www.youtube.com/playlist?list=PLRPI7EEXsDigarAVNKgRBpKKBcNebGuco
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