edwardp's profile

Contributor

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260 Messages

Mon, Jun 7, 2021 9:56 PM

How to turn off closed captioning in Peacock app

The recent change to the Peacock app which introduced profiles, appears to have turned on closed captioning by default and I cannot turn this off.

Please provide EXACT instructions to turn this off. Subtitles to None, doesn't work.

X1 Box is XG2V2-P.

Thank you.

Responses

Accepted Solution

Official Solution

Administrator

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4.4K Messages

3 m ago

@edwardp 

Thank you for posting your Peacock question here. While watching a program that has closed captions enabled, hit the OK button on your Xfinity remote to pause it. Then, scroll to the left text bubble icon and select/click None. Please allow 30 seconds for the subtitles to turn off. If you are still experiencing this issues, please ensure that Closed Captioning is not enabled on the X1 box. Also, we ask that you please ensure that Closed Captioning has not been turned on on your actual TV.

For additional information on Closed Captioning on X1 please see this article.

For additional information on Peacock please see this article. 

If you are not using Comcast equipment, you can review how to turn Closed Captioning on the Peacock app here: https://www.peacocktv.com/help/article/subtitles

Please let us know if you have any other questions. 

(edited)

edwardp

Contributor

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260 Messages

@ComcastJessie  Thank you for your reply.

There is a bug in the Peacock app which needs to be brought to Peacock's attention.

If I am successful turning that off per the instructions, exit the app, wait a few minutes then go back in the app, the closed captioning is back on again.

Closed captioning on the TV and on the X1 box, is turned off in both.

Official Employee

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96 Messages

I am sorry to hear these steps did not resolve the issue. To confirm, are you seeing the closed captioning on all channels/shows that you watch? 

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
edwardp

Contributor

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260 Messages

@ComcastMary It will initially appear with the first live channel that loads in at the beginning, it's usually either The Choice or NBC News Now.

I will go into the setting and turn them off, even though None (which turns them off) is already highlighted. Then either after a box restart, or (without a restart) the next day, the closed captioning appears again.

I believe this is a bug in the Peacock X1 app which has been present since profiles were introduced. 

(edited)

Visitor

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1 Message

I cant turn off closed captioning either...and, of course, the captions show up right in the middle of the golf course or basketball court when I try to watch something. I can see the cc icon but I'm watching on TV (not my computer) so I cant "scroll down" to click on the icon as instructed by every expert trying to answer my question...my TV does not have a curser!

Visitor

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3 Messages

@ComcastJessie That doesn't work---With Xfinity you can't 'scroll down with the Peeacock app to get rid of closed captioning

Accepted Solution

Visitor

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2 Messages

1 m ago

The instructions DO work - the trick is..........

Even though NONE is highlighted you still need to click on it. 

Then wait 30 seconds BEFORE getting out of that setting.  

Next, press the resume button to get back into your program.

Visitor

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1 Message

3 m ago

This closed-captioning bug is a major problem and will murder the app if it's not fixed. It is the only way we can watch our San Francisco Giants games this weekend for some incredibly stupid reason, likely something to do with revenues than it will tank.

The instruction I found online earlier today said to "press on the remote." That was singularly unhelpful. Clear, precise directions are needed. That, or the major bug fix which should be proceeding apace.

edwardp

Contributor

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260 Messages

3 m ago

Looks like there might be some good news!

I launched Peacock just now and no subtitles appeared, when the default channel (The Choice) came up.  :)

daveingeb

Frequent Visitor

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15 Messages

2 m ago

I am having the same problem. Stupid that X-1 and comcast cannot fix this

edwardp

Contributor

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260 Messages

@daveingeb

The issue was on Peacock's end. A recent update to the X1 app fixed this problem, at least for me. I'm no longer seeing the subtitles/closed-captioning.

Official Employee

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283 Messages

Hello, @daveingeb. I wanted to check with you after our Peacock app was updated. Are you still seeing this issue? If so, I can definitely further review with you. Can you please share what box model you have? 

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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1 Message

2 m ago

I'm experiencing the same problem with the Peacock App only, can't get rid of the closed captioning. Trying to watch a show and it is very distracting......

XfinityAbbie

Official Employee

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463 Messages

@user_b547e8 Hello! I am sorry to hear you are having issues with the closed captioning staying on. 

 

Can you try the following steps to see if you can turn them off? :

 

  1. Press select or down (while watching a video)
  2. Click left to reach the speech bubble icon.
  3. Click on speech bubble.
  4. Click on a language to turn on.
  5. Click on “None” to turn off.
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
edwardp

Contributor

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260 Messages

@ComcastAbbie While I was having this issue, the directions you provided, only worked for that one viewing session. If exiting Peacock then resuming it later on, the closed captioning came back, regardless of what the setting was.

In any event, I am no longer having this problem with the Peacock app.

Official Employee

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328 Messages

@edwardp That is so wonderful to hear! Thank you for keeping us updated! Reach out if you need anything else.

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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1 Message

2 m ago

OK SO I CANT TURN IT OFF ON MY LR TV. THAT TV HAS THE MAIN BOX. THE #2 BR HAS THE SAME PROBLEM WITH A SATELLITE BOX. THE #1 BR HAS NO BOX AND CONNECTS VIA INTERNET IT HAS NO PROBLEM. IVE TRIED TURNING IT ON AND OFF BUT SOME THINGS NEVER CHANGE.   FIX THE BUG.............................

Visitor

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2 Messages

2 m ago

I see two different instructions for turning off the "Closed Caption" in Peacock.  Neither one are viable.

When I do this one.  All I get is the video status.  I do not see any way to scroll left for any kind of an icon.  And, my new X1 Remote/Controller does not have anything labeled as "OK".

"hit the OK button on your Xfinity remote to pause it. Then, scroll to the left text bubble icon and select None."

I do not know what you are talking about in these instructions.  Where do I find this "select" or "down" on my new X1 Controller???  Everything I have tried just exits the Peacock App.  So, where is this "speech bubble icon" found?

    Press select or down (while watching a video)
    Click left to reach the speech bubble icon.
    Click on speech bubble.
    Click on a language to turn on.
    Click on “None” to turn off.

This inability to turn off closed captioning is a Peacock app killer for me.

Official Employee

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155 Messages

@user_4bcf52

Hello! These instructions refer to the buttons on your X1 Remote (Down Arrow and the button in the middle of the arrows). Please, let me know if that helps!

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

I too am having the same issue on the peacock app. I cannot get rid of closed captioning on peacock... no matter what. If I scroll left I leave the app. There is NO speech bubble. This is happening on my main TV and #2 and #3. It appears to be an XFinity issue. 

Visitor

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2 Messages

While watch a show hit center button, left arrow then down arrow. The bubble icon looks like a script... click on it, scroll to none and select. It’s working... for now.

Visitor

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7 Messages

Hi,

I finally got this to work base on an email from Peacock Customer support:

Can you please try unplugging your Xfinity device from the power source and unplug your internet router for at least 60 seconds? After performing these troubleshooting steps, please launch the content you wish to watch on Peacock. To turn off Subtitles, press the pause button on your remote and this should bring up a navigation bar. Please make sure the navigation bar is selected and scroll to the left to the Text Bubble icon. Then please select Off.

This worked for me.  Hope it helps everyone else.

Brad Trygar

Visitor

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7 Messages

I would like to add that when you first click on the navigation bar, it first goes to the > button.  you need to click twice on the < button to get to the text bubble.  After that, It should show Subtitles, select NONE, and you should be set

Visitor

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1 Message

2 m ago

I can't turn off the captions either. In fact, I can't even get the (orange) highlight to move to the 'speech bubble.' The Peacock X1 app worked well initially but the captions appeared, possibly after an update to the app, and now shows are virtually unwatchable! This is a truly DUMB error...🤬

Visitor

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1 Message

Same thing for me.  This is ridiculous!!  A premium product that doesn’t work properly has absolutely no value to your customers.  Way to go Xfinity.

nosyone

Contributor

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13 Messages

Couldn't agree with you more.   Most of the recommendations include," click on the silver button in the middle."   There isn't a metal button on my remote.   Okay I tried hitting the circle in the middle, clicked on the left arrow, pushed the down arrow, and clicked on everything I could.   Nothing happened.

Official Employee

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353 Messages

Hey there, @nosyone, we definitely want to get your Peacock app working properly! Did you try resetting your box to ensure it is up to date?

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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1 Message

2 m ago

Please fix this Captioning problem - I am having the same issue while trying to watch TV series. Nothing seems to work and I am watching on my TV. My X1 Remote does nothing to clear the captioning.

Frequent Visitor

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7 Messages

2 m ago

Me too- I want to watch Olympics without captioning, please fix! 

Regular Visitor

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4 Messages

2 m ago

Nothing will get rid of closed captioning on Peacock.  It’s off on both the TV and Xfinity preferences.  I DO NOT want them.  

Official Employee

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220 Messages

Hello, @stoutporter. I apologize that the closed captions on Peacock are giving you trouble. Unplugging your TV box from the wall plate (not the back of the box), waiting 60 seconds, then reconnecting the power cord, will reset your TV box and force an update to push through. Have you tried this?

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

Frequent Visitor

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7 Messages

I am having the same problem and that did not work. I can not use the arrows to navigate to the speech bubble, either. It navigates to the list of shows underneath that instead.

Frequent Visitor

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7 Messages

OK- that finally worked, let's see if it holds.

nosyone

Contributor

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13 Messages

1 m ago

I have the xf1 solid black remote control.   No silver button.   I have tried pushing on the center button and then using the left arrow.   It will not allow me to go down to where the cc icon is.   I have tried everything and closed captioning is still on there.   Absolutely useless to me as I have vision problems that don't allow me to read the cc.   So distracting that I have given it up.

Official Employee

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350 Messages

Hey there, @nosyone. Are you having issues with CC with the Peacock app as well, or just in general with your cable? If through Peacock please follow these instructions:

 

Can you please try unplugging your Xfinity device from the power source and unplug your internet router for at least 60 seconds? After performing these troubleshooting steps, please launch the content you wish to watch on Peacock. To turn off Subtitles, press the pause button on your remote and this should bring up a navigation bar. Please make sure the navigation bar is selected and scroll to the left to the Text Bubble icon. Then please select Off.

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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3 Messages

1 m ago

I’m having the same issue. Your post is the only thing that came up on topic. 

Visitor

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1 Message

1 m ago

None of the fixes work. I can hold the pause button forever when on peacock and nothing happens. I have reset box and WiFi. Grrrrr. Please help!

Official Employee

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445 Messages

I can definitely understand the frustration! My husband turns on closed captions so I can sleep and I have to go through all the steps to turn them off when I want to enjoy my shows. I understand that you have tried the steps outlined in this thread. I just want to confirm, have you already made sure that the closed captioning on the TV itself hasn't somehow been turned on?

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

New Poster

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5 Messages

Try contacting Comcast about this problem:  Our result was that they had no idea and all the things that they asked us to do really fouled up our tv such that they determined that we needed to have a technician come out to resolve the problem two days later. 

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