britbox captions black out after about 40 minutes

Hi. The name on my Xfinity account is [Edited: PII], address [Edited: PII]; Account number: [Edited: PII]. 

When watching the Britbox app, after about 40 minutes the captioning went black. Or, more accurately, the speaking captions were black, and sometimes the sounds captioning were not. I watch Rebus and Touch of Frost which both have episodes longer than 60 minutes and having the caption black out is unwatchable for me. I also watch Silent Witness, which does not seem to have this problem, but its episodes are shorter. I tried something to fix this issue:  I cleared the local data storage (press Xfinity button on remote, select gear icon, Settings -> Privacy -> OK, then Locally Stored Data and OK to clear). I had to re-enter my Britbox user ID and password.  Next time I watched a long show, captioning blacked out after about 50 minutes. I have since changed the captioning font, but not the size as I need "Medium" to be able to read. 

@mcmart, Thank you for letting us know, I appreciate it! Please do not post your personal information in public so people don't take it and use it. Please send us a DM with your information for further help. 

Could you please post the results of the Xfinity review of this issue as I happens to me as well. 

@user_kw32pw Thank you for letting us know that you are running into the same issue. While we did not get a resolution, we found that a box swap did not fix the issue either. Please, send a DM to Xfinity support so we can work on your box.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•Click the "New message" (pencil and paper) icon

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

•Type your message in the text area near the bottom of the window

•Press Enter to send your message

I'm having the same problem with Britbox captions blacking out after about 40 minutes. Does anyone have a clue why this is happening? 

I would send you a DM (Xfinity) but can't find the icon you referenced above. Help!

Hello, @Jeffrey_T how are you? Hopefully your Sunday is going well. Are you able to share the make and model number of your box? We want to check if this is happening while using an X1 box , Xumo box or Xfinity flex box. It's never a bad idea to reset the box and make sure it has been updated from Settings. 

sorry, i missed this.  our main box is XG2v2-P - Model: PacePX022ANM.  Yes, have rebooted the box several times and it is up to date - release version 183.1.1.

Hey there, user_62qd70, thanks for reaching out through Xfinity Forums regarding the issues with your captions. We definitely want to get this resolved for you as I know how important the captions are. What troubleshooting steps have you tried already?

Hi there, @kandf! If this is still occurring, we would recommend you reset the power for your box to insure all updates are installed and see if the issue is still present. Thanks! 

I just exit the show and go back into it.  captions are fine after that for another 45 minutes or so.

@Jeffrey_T​ That corrective action works the same way for me. But, Comcast should fix this.

Reported this months ago.  It appears nothing has been fixed.  Cancelled BritBox because of this issue.  Nobody appears to be trying to resolve the issue so bye-bye BritBox.  Went to Acorn instead.

Did the same. Xfinity is useless.  NOBODY is trying to fix this issue.

Hello @user_5oa4ls, thank you for taking the time to reach out on social media. I understand your concern with Britbox, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Hello user_7qidwd, my sister-in-law always has the closed captions (CC) on, and I can already imagine how upset she would be, so I get why you're reaching out. To confirm, have you tested the CC on any other X1 Apps? 

FYI Marcos, this problem happens on my main tv that is attached to a box, but it didn't happen when I tested it on a different tv that is connected to Xfinity via wifi.

Hey there @user_q9vzkv that is quite interesting. Are you experiencing a similar result about 40 minutes or so into a program? 

@wnaog2107 Did you try the same troubleshooting to back out and restart the program?

@user_twu2in Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand the concern is regarding closed captions on Britbox. I understand that you have closed the app and then re-opened it, which temporarily resolves the issue. Have you attempted any other troubleshooting, such as using the Xfinity app to send reset signals to the cable box?

I have reported this issue for a year. I won't renew my Britbox if xfinity doesn't fix this. 

Same problem with Brit Box for the last year and they said the X1 box is not totally compatible, and it should be upgraded to a 6.6 box ....I'm not sure what that means though...

@user_4af074 The Britbox app will work on the following Xfinity boxes. 

A compatible streaming TV Box with Xumo Stream Box, Xfinity Flex service (excludes Xi5 TV Boxes), or a compatible X1 TV Box with Xfinity X1 service, including:
Xfinity X1 
XG2v2 (Non-DVR; Pace Model)
XG1v3 (DVR; Arris or Pace Model)
XG1v4 (DVR; Arris Model)
XiD (Non-DVR; Pace or Cisco Model)
Xi5 Wireless TV Box (Non-DVR; Pace Model)
Xi6 Wireless TV Box (Non-DVR; Arris or Technicolor Model)
Xumo Stream Box
Xi6 streaming TV Box
XiOne streaming TV Box

X1 TV Boxes that aren’t compatible:
RNG150
Pace Xi3
Samsung XG2v2
Arris XG1v1
Pace XG1v1

Xumo Stream Box or Flex TV Boxes that aren’t compatible:
Pace Xi5 (PX051AEI)

How does one even know what they have and what all that means!  We stream using Xfinity.  Our wifi and landline have no issues. But this Britbox closed captions problem is ridiculous.  How do we figure out what we have of that long list?  "A compatible streaming TV box"?

Greetings, @user_9z1sai! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about your equipment. You should be able to find the model number of your cable box on the product label and compare it with the models on that list.