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jsub
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Frequent Visitor

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16 Messages

Sun, Apr 26, 2020 8:00 PM

Netflix subtitles on X1

When watching foreign shows on Netflix, sometimes subtitles skip on certain lines. Once in a while, dialog is not subtitled, but if you skip back 10 or 20 seconds and let it play again, he subtitles display. It is frustrating when you can't understand the language and the subtitles are not consistently shown. Anyone else notice this? It only happens on xfinity netflix app, never on Netflix mobile app or other platforms.

Is this an issue that can be fixed?

Responses

MJH4767

Frequent Visitor

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8 Messages

1 y ago

Has your problem been resolved with subtitles?

jsub

Frequent Visitor

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16 Messages

1 y ago

No, if we watch shows with subtitles there will usually be a handful of lines of dialog where the subtitles won't display. And if we don't understand the language of the speech, we will rewind and let it play again, and then the subtitles are shown.

I have resorted to watching foreign dialog shows through Netflix app on my mobile phone. This problem only happens on xfinity netflix app.
MJH4767

Frequent Visitor

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8 Messages

1 y ago

Thank you!

i am using Roku Ultra to watch Netflix...I have not tried Netflix via X1 Xfinity.

jmr1959

Regular Contributor

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126 Messages

1 y ago

I have two of the first gen X1 boxes, the ones with the clock display on the front panel.

My boxes are showing the same kind of dialog skipping, and it's not just on foreign films. It's on all shows -- foreign and domestic, movies and TV shows.

This started happening several months ago, I don't remember the exact date.

The wife still puts up with it, but I've switched to watching Netflix through our Roku devices, which do not have this dialog problem.

 

MJH4767

Frequent Visitor

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8 Messages

1 y ago

Thank you!

All subtitles display fine thru my xFinity box...not sure which one I have...but it does have a clock display on the front.

New Poster

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1 Message

1 y ago

I have the same issue. Chatted with Netflix and after unplugging cable box from wall socket for 3 minutes, only to have no resolution, Netflix said to talk about it with Comcast. Clearing cache on tv settings didn't help either.

New Poster

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2 Messages

1 y ago

Had there been any response from Comcast?

New Poster

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2 Messages

1 y ago

I guess each and every time (morning, noon or night) I watch anime or foreign show (Ragnarok or mystic pop up bar for example) wouldn't cut it. LOL! Thanks for the info and suffering through customer service pushing it back onto the customer.
jsub

Frequent Visitor

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16 Messages

1 y ago

I've not seen anything from Comcast about it. I've seen others describe the same problem.
MJH4767

Frequent Visitor

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8 Messages

1 y ago

Comcast (xFinity) advised to send an Email to: accessibility@comcast.com

providing detailed information on the movie that you experienced difficulty with. Specific info regarding Day, Date, Hour/Minute Location in the movie, etc.

 

i did not think it would be worth it to try and go back to the novie and find all the details.

MJH4767

Frequent Visitor

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8 Messages

1 y ago

The problem I initially posted was not about being able to turn closed captioning on and off.

The problem was related to closed captioning not following the on screen action. Also at times the closed captioning would be missing at times.
Rustyben

Expert

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24K Messages

1 y ago

when you select a title (not episode) the menu is available on left side to change audio and subtitles. are you not seeing that menu? for example on Sabrina it offers English (CC)

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Rustyben

Expert

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24K Messages

1 y ago


@MJH4767 wrote:
The problem I initially posted was not about being able to turn closed captioning on and off.

The problem was related to closed captioning not following the on screen action. Also at times the closed captioning would be missing at times.

you can determine issue of sync if delayed by pausing the audio and watching to see if the captions continue printing on the screen 'catching up'. if this happens, the decoding device is the problem (in this case set top box).  only broadcast items and new usa productions have a requirement for subtitles. Live translations are controlled by the producer of the program (like local evening news programs). if there are no subtitles/captions. you can test an issue of missing caption diagnosis by using a parallel different device like a smart phone/tablet playing the same title.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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