mcmart's profile

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3 Messages

Friday, May 31st, 2024 7:57 PM

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. 

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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3 Messages

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. 

(edited)

Official Employee

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1.3K Messages

@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. 

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1 Message

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

Official Employee

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1.1K Messages

@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 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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5 Messages

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!

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?

Official Employee

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1.5K Messages

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. 

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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11 Messages

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.

4 Messages

2 months ago

I have the same question.  Most aggravating.

4 Messages

2 months ago

I have the same question.  Very aggravating.

Official Employee

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2.5K Messages

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?

 

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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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.

Official Employee

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1K Messages

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 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

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.

Frequent Visitor

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11 Messages

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

New Poster

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3 Messages

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

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?

3 Messages

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.

3 Messages

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

Official Employee

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1.5K Messages

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
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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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.

1 Message

1 month ago

Same problem.  Xfinity says it is Britbox problem, not Xfinity. 

Official Employee

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1.9K Messages

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? 

 

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

5 Messages

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.

Official Employee

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1.2K Messages

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

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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2 Messages

14 days ago

Same problem

is there an answer?

Official Employee

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1.4K Messages

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

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

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.

Official Employee

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2.8K Messages

@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 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

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.

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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