New Poster
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3 Messages
britbox captions black out after about 40 minutes
I recently had my set top box replaced. Since that was done, I've noticed when I watch a show on Britbox (through the Xfinity Apps menu) the closed captions blacken out after about 40 minutes. This did not happen with the previous box. If I leave Britbox and return to watch the rest of the show, the captions come back on. I can't find anything in the community forum on this. The troubleshooting tips for box malfunction have been done repeatedly and they don't affect this problem.
XfinityChelseaB
Official Employee
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1.3K Messages
6 months ago
Hello @mcmart, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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Jeffrey_T
Frequent Visitor
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11 Messages
3 months ago
Same here. Have the same problem.
has anyone been able to resolve this issue?
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user_62qd70
4 Messages
2 months ago
I have the same question. Most aggravating.
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user_62qd70
4 Messages
2 months ago
I have the same question. Very aggravating.
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kandf
New Poster
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2 Messages
2 months ago
I have been reporting this issue for months. It’s getting worse, towards the end of episodes the captions turn black like they are redacted. Used to last 10 min or so but now 20-30 min. Apparently Xfinity and Britbox need to update the software. This is ruining our Britbox experience.
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user_62qd70
4 Messages
2 months ago
I reported this a couple of weeks ago, and the response from BritBox was to send me here. So, here I am with everyone else who has this issue and getting no meaningful asssignistance from BritBox. The only remedy I have found is to exit BritBox and re-sign in. Works for another 30 minutes or so and then I have to repeat the process.
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user_xnbohd
1 Message
2 months ago
I am having the same issue with Britbox, several different shows. Have tried power reset without improvement. What can be done to stop subtitles from going blank halfway through a show?
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JonathanA
New Poster
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3 Messages
1 month ago
I am having the same problem with BritBox. Clearly, it is not account or location specific. For me, it also happens about 40 minutes into a show. If I back out and reselected the show and continue to play it. The captions work again, usually for the duration of the show. This happened before the recent software upgrade and continues to happen with the updated software.
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user_7qidwd
1 Message
1 month ago
Same problem. Xfinity says it is Britbox problem, not Xfinity.
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wnaog2107
New Poster
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2 Messages
14 days ago
Same problem
is there an answer?
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user_twu2in
1 Message
13 days ago
Hello I'm having the same problem with Xfinity and britbox the closed caption turns to black strips after about 30 or 40 minutes. I have to exit out and go back in every 30 or 40 minutes that seems to clear it for a short time.
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user_62qd70
4 Messages
13 days ago
Ha! The most interesting thing about this thread is that it has been going on for months, and the "help desk" just keeps asking the same questions. I have a feeling the "help desk" is actually a rudimentary AI program that is designed to keep the conversation going by continually asking questions. The symptoms have been clearly stated numerous times, but nobody from BritBox has indicated that there has been any serious attempt to solve the problem. I will say that originally I needed to reset approximately every 40 minutes. Tonight it was every 15 minutes. Not a good sign. If it continues to deteriorate I will have to drop BritBox. This is an obvious result, of course, but I am guessing that Britbox is betting that this issue only affects a few users, and they are willing to let us go rather than use the needed resources to solve the problem.
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user_4evclj
9 Messages
9 days ago
I have the same problem and have previously been incredibly frustrated by trying to troubleshoot with Xfinity “help” desk. Always the same questions that just send you around in circles and nothing gets fixed.
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