flashman2's profile

Regular Visitor

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6 Messages

Mon, Jan 31, 2022 12:59 PM

Closed

Closed captioning turns off intermittently

We have a XG2V2-S cable box. Over the last few months, the captions will stop in the middle of a program. It is happening more often lately. We have to reboot the box to get the captions back. Is this an equipment issue?

Official Employee

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553 Messages

8 m ago

Hi, thank you for reaching out to our Xfinity Forums. I understand you have been having issues with closed captions. Does this feature stop no matter the channel? Do you have only one cable box?

Regular Visitor

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6 Messages

@XfinityAshley​ We have 2 cable boxes, the second box is a Pace Xi3. Yes, when captions stop, it is on all channels but not on both boxes at the same time. For example, HGTV captions will stop on Samsung cable box but HGTV captions on the Pace cable box are functioning. And the reverse will occur. Remedy has been to reboot the malfunctioning cable box. I thought perhaps we needed to replace equipment? Your thoughts are appreciated.

Official Employee

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866 Messages

Our boxes are connected where if the primary has issues it can effect the other secondary boxes, typically not in this way though. Are you noticing any other issues with the service or boxes? Is this on live TV only or DVR as well? How often is this happening?

 

I ask these questions to narrow down if it's an issue with one specific channel, or if this is an going issue with the overall box that's occuring frequently. 

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Regular Visitor

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6 Messages

Only on live TV, not occurring on DVRed programs or when we are streaming on Netflix through the primary box. About a month ago it was a multi-times a day program with the secondary box and then abated to less frequent. The primary box is now the more frequent culprit but probably not more than 4 times a week. The other issue is the captions are becoming more truncated. We realize the caption services will not follow verbal dialogue exactly but we are starting to miss three or four sentences sometimes. This is on prerecorded programming. We understand live programming is challenging for captioning services. Appreciate your continuing interest in solving our issue. 

XfinityJay

Official Employee

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447 Messages

Gotcha. We've got your back and would like to look further into this. Let's meet in DM to get started. 

 

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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

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4 Messages

2 m ago

This just started happening to me too. Doesn’t matter if it’s DVR’d or live. CC turns itself off. This is beyond annoying

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