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user_5xyx8o
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Saturday, December 2nd, 2023 12:03 AM

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Closed captioning

Streaming Xfinity. Recent closed captioning was somehow turned on - just for Xfinity. Given the steps involved (going to the gear, accessibility, etc), it seems like it’s a system malfunction. We’ve tried multiple times to turn it off, but that option doesn’t appear. We’ve made a number of changes to try and get rid of or minimize it including setting the font and background to transparent. After a period of time or when the TV is turned off/on, it resets itself. Not to mention the captioning is in the middle of the screen. 
Any ideas? Anyone else experiencing this?

Question

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Updated 

8 months ago

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user_7dko1f

4 Messages

10 months ago

We are experiencing the same thing.  Just spent 2 hours trying to figure it out and no solution.

Xfinity Stream app...settings...accessability..."Closed Captioning"...defaulting to "On" and there is no way to turn it to "Off"

Definitely a xfinity stream issue.

0

user_7dko1f

4 Messages

10 months ago

You can turn the closed captioning off of whatever channel you're watching by "arrowing" over to  the CC which is "checked" and uncheck it but it's only a temporary fix for the show you're watching.

From what I can tell, Xfinity needs to make the permanant fix on the accessability page.

0

XfinityAlyssaA

Official Employee

 • 

1.5K Messages

10 months ago

Good evening and thank you for reaching out on our Community Forums with your closed captioning issues. We'd be happy to troubleshoot further. Are you still experiencing this issue?

5

0

drewm05

New Poster

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39 Messages

@XfinityAlyssaA​ Please read the thread above titled :

Xfinity Stream app on LG TVs: Closed Captions Always On 2023-11-29

Drew

10 months ago

0

user_7dko1f

4 Messages

@XfinityAlyssaA​ I am.  We have LG and Samsung Tv's.  Since end of Nov, the "closed Captioning" is always on. There is no toggle switch under "Accessability" to go between on/off.  It stays in the "on" position.  When you first click on "Accessability", The closed captioning will come up and when you click on it...the font options appear but there is no way of turning it off.  You don't even see that it's on until you click on the item below it.

Xfinity stream on computers is working fine.  The toggle switch appears but not on the "Xfinity stream" apps for Tv's.

[Edited - Removed personal details]

(edited)

10 months ago

0

XfinityJamesC

Official Employee

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1.5K Messages

Thank you for letting us know, @user_7dko1f! This is a known issue that our engineers are working to resolve, but it would help to create a ticket that will link your account to the issue. The more customers we can confirm that are experiencing this issue, the higher a priority it will become.

 

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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

10 months ago

user_7dko1f

4 Messages

Direct Message to Support initiated.  Thank you

10 months ago

0

user_GKoko

1 Message

Just adding my name to people with Samsung TV’s having this issue 

10 months ago

0

user_fjxa0u

10 Messages

8 months ago

Closed Captioning turned on automatically and the ability/selection to turnoff in the Settings->Accessibility has been removed.
This started a little over a month ago.
Reported to Xfinity and still no resolution.
[Edited: "Inflammatory"]

(edited)

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user_0vtq6c

10 Messages

Do you know if Roku stick takes care of the closed captions problem like users have reported if fixes TVAPP-00148 message?

8 months ago

0

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