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

@user_ea5e3b​ what a hassle!  try backing out of all apps, go to settings, go to device care, manage storage, select the infinity app, clear cache (i also cleared data but might not have needed to.... this will require logging back in to xfinity on the tv), then go back into xfinity... start a program, my cc defaulted to on, so pause the program, at the bottom of the screen arrow over to cc, turn it off, and then the rest of the programs started without cc on.  this must have been an update issue.... drove me crazy.... official xfinity empoyees take notice so we don't have to keep reinventing the wheel as customers.

Any fix coming out? You said it would be fixed by the 15th.  It’s still going on. 

Mine is still doing it. Also my Xfinity is still only broadcasting in 480. Almost unwatchable on the app. I have to pay for apps to watch in true HD

Thank you for reaching out using the community Forums page. I understand your frustration with this issue, and we certainly want to get it resolved for you. We did previously mention an estimated date of repair on 12/15, however we did emphasis that this was just an estimated timeframe, and the issue may be resolved before or even after that date @bottmi

What does "even after that date" mean? Can the app be fixed? Even the tech that was sent to my home couldn't fix the problem and the techs that he was trying to assist him from Xfinity couldn't help him. 

Good evening @user_gmzpx6. Are you still having issues with the CC? 

@user_chwaf4 I have something to try, I found this worked for others even after confirming the settings all showed CC was not enabled. The key is watching a live channel.

While watching a live channel, press the down button on your remote if you have one.
You should get a mini-menu on the bottom and should see the CC with a check.
Then press down again and then press right till CC is highlighted and hit OK.
That should uncheck the CC. Hope that helps.

Thank you so much. Using the down button, clicked on CC and turned it off! This was driving me crazy.

@erm54 Have you tried uninstalling and reinstalling the application on the TV?

@StellarFusion​ its a sign that the tech support is offshore. Kinda like "50 First Dates"...

@StellarFusion​ also they seem to just give stock answers and disappear...

I have the same issue CC. With so many customers having this issue obviously it’s  some sort of software issue so xfinity needs to stop asking people what have they tried to do to fix the problem and get there techs to do their jobs. Xfinity charges a lot of $ for their service and we shouldn’t be doing or solving thier  problems for them. Also they should send a notification to customers that xfinity is aware of this issue and are trying to work on it. Then again, if they send a notification to customers, they are admitting there is a problem.

Xfinity’s customer service has always been bad, but it seems they have reached new lows. They don’t  really care if they help or not. 

@drewm05​ Yeah... numerous of them just randomly show up copy/paste a response, then poof... gone.

Hello, @Kipperb. Thanks for letting us know you are experiencing a similar issue. Have you tried any of the troubleshooting steps listed on the thread? Has that helped at all? Or are you still experiencing the same issue?

Hi! While we do have a known issue that was just opened up due to a high number of customers experiencing the same result as you with the closed captioning, there are a few steps higher in this thread under user_chwaf4 that have been reported to work for some people. 

While watching a live channel, press the down button on your remote if you have one.
You should get a mini-menu on the bottom and should see the CC with a check.
Then press down again and then press right till CC is highlighted and hit OK.
That should uncheck the CC.

If that doesn't do the trick, we still have our app developers looking into getting this resolved as soon as possible. Currently, we don't have an ETR, we are monitoring and will provide an update here as soon as we have confirmation that a fix was launched.

Hello @user_c6vcgk I wanted to follow up with you to let you know our dedicated engineer/app experts are still working on the resolution. We are working to resolve this as quickly as possible, and assure you that as soon as there is an update on the fix, I'll let you know. Thank you for your understanding while I await the resolution update. 

If you didn't see this previously, one of my awesome co-workers had posted this work around: 

While watching a live channel, press the down button on your remote if you have one.
You should get a mini-menu on the bottom and should see the CC with a check.
Then press down again and then press right till CC is highlighted and hit OK.
That should uncheck the CC.

Hello, @user_c6vcgk our engineer experts are still working on the closed captioning fix, and I wanted to check in to let you know this is still being corrected and actively being worked on. I'll continue to monitor and keep you in the loop on any updates as soon as they become available. Thank you again for your time, have a good day. 

Hi again user_c6vcgk, 

We are still working on a resolution for the closed captioning issue. We will continue to check in with you periodoically to provide updates. Please let us know if you have any questions. Otherwise, happy holidays! 

Hello, @user_c6vcgk. I wanted to check in with you to let you know that our engineer experts are still working on the Xfinity Stream closed captioning fix. 

I'll continue to monitor for updates, and make sure to stay in touch with you here. Have a good rest of your day, thank you for you understanding while this continues to be worked on. 

Hi there @user_hnj5xe!  Thanks so much for taking the time to voice your concerns with the Xfinity Stream app.  We are so glad to hear from you and want to help in any way that we can to get things squared away for you.  Have you tried manually turning off closed captioning in the app settings?

Good morning, @user_5bb912! I am sorry to hear about the concerns with the close captioning on the LG TV, it certainly is not what we want for our customers. Our engineer teams are aware of the issue with the closed captioning, and are working to get it resolved as quickly as possible. Our team is estimating to have a fix out by 12/15/23, and that could change. Thank you so much for bringing this to our attention. 

Same here on my Samsung.   Almost a week already.   
what [Edited: "Language"] is going on 

Hello, @user_mvdnvb. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to the Xfinity Stream App closed caption issue. Investigating further I see that this has been reported to our engineer experts, and they are actively working to get the closed captioning for LG and Samsung TV resolved as quickly as possible. 

There is a ticket I'll be following along, and I'll make sure to follow up as soon as I see there has been an update with the fix. Here is the ticket number for reference: SI064113849. In the meantime, you can try troubleshooting tips mentioned throughout this post to see if any of those help for a temporary fix while the full fix is being deployed. 

Hello @user_mvdnvb I'm not sure if you had seen the previous reply I had just posted about this being a known issue, and our engineer experts actively working to get this resolved as quickly as possible. There is a ticket I'll be following along, and I'll make sure to follow up as soon as I see there has been an update with the fix. Here is the ticket number for reference: SI064113849.

In the meantime, you can try troubleshooting tips mentioned throughout this post to see if any of those help for a temporary fix while the full fix is being deployed. 

@XfinityJustinC​ why do only select posts seem to get a response from "...an Official Xfinity Employee."?

Quick question for this growing group; has anyone used the "Direct Messaging" icon above 'before' asked to by an 'Xfinity person'? If so what is/was your experience?

@user_42c578​ Are you still having cc issues? I am too, and have no faith in Xfinity ever fixing this...

Same issue here with my Samsung. How likely are you to recommend xfinity to your family and friends?  A deliberate mock on their phone surveys. 

@user_sn0a2d Thank you for reaching out to us here on our Community Forum. We are aware of the issue and hope to have it resolved by the 15th of this month.

@user_bvo4jy  , please take note of @XfinityXanadu comment about the known issue. Appreciate your patience!