Visitor
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1 Message
Purchased new movie and audio is in Spanish
I just purchased Wicked:For Good on Xfinity and the audio is in Spanish. All the settings for my tv and the movie itself are set to English. The SAP is not on by accident. I’ve restarted my X1 box twice and the movie still plays in Spanish. It was expensive and I want to be able to watch it in my language
user_o2zog5
Visitor
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1 Message
2 days ago
Same thing happened to me. I talked with an agent and they refunded my purchase, but I still am unable to watch it. I am unable to purchase the correct version to this point - if there even is one available. I have waited the 2 hour window and requested an manual refresh signal be sent to all the boxes. Still nothing.
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XfinitySara
Official Employee
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2.2K Messages
3 hours ago
@user_aj5ofp - I understand how frustrating this is, especially since you paid a premium for a movie you were excited to watch. It appears you aren't alone; it seems there is currently a known technical issue with the Wicked: For Good file on our platform where the English and Spanish audio tracks are swapped or mislabeled in the system. Since you've already tried the standard restarts and setting checks, here are two specific workarounds that other users have found successful, followed by how to get your money back if they don't work.
1. The "Audio Description" Trick
Ironically, turning on the accessibility feature for the visually impaired seems to force the English track to play.
- While the movie is playing, press the Down Arrow on your remote.
- Navigate to the AD))) icon (Audio Description) and select it.
- What to expect: The movie should switch to English, but you will hear a narrator describing the on-screen action during silent moments. It’s not a perfect fix, but it allows you to hear the dialogue and songs in English.
2. The Xfinity Stream App Workaround
Many users have reported that while the X1 box is stuck in Spanish, the Xfinity Stream App (on a phone, tablet, or smart TV like Roku/Samsung) often plays the correct English file.
- Try playing the movie from the app on a mobile device and "casting" it to your TV if possible.
3. Requesting a Refund
Since this is a confirmed "bad file" issue on our end, you are entitled to a refund. You don't even have to call; you can often do it through the app:
- Open the Xfinity App on your phone.
- Go to Account > Billing > View Bill Details.
- Look for the On Demand or Purchases section.
- There is often a "Request a credit" or "Report a problem" option next to recent rentals.
- Pro Tip: If you have to chat with a representative, tell them: "I am reporting a known issue with the movie 'Wicked: For Good' where the audio track is defaulted to Spanish. Engineering ticket has already been established for this title." This should bypass the basic "did you restart your box" troubleshooting scripts.
Please let me know if this helps!
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