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

This just started today 11-29-2023. Prior to today this has never happened.

Today, I turned on one of the LG TVs I have and launched the Stream app. I selected a channel and started watching - everything was OK, no issues that I noticed. About 10 minutes later I changed the channel and it still looked OK. I left the room for about 5 minutes and when I returned I noticed that closed captions were displaying on the screen!!!???

I had NOT changed any settings at all and they magically appear??

-I checked the settings in the app, still exactly as before showing closed captions are OFF.

-I checked the settings on the TV itself, and they were still OFF there also.

-I checked 5 channels, closed captions display on every channel.

-I turned on my other LG TV and launched the Stream app there, it also is now displaying closed captions...

-On the first TV, I uninstalled the app, turned off the TV, unplugged the TV and left it that way about 10 minutes. Plugged in the TV, turned it on, and did a fresh install of the Xfinity Stream app. I launched the app and logged in, still displaying closed captions even though the settings show them as off.

-And yes, I did turn them on to see what would happen, and they displayed, then turned them off again, and it still displays closed captions.

So, I assume they have made changes and did not test everything before implementing them (?).

1- I NEVER changed any settings on the TVs themselves

2- I NEVER changed any settings in the apps (any) on either TV

3-I do not have any other device connected to the TVs

4-I launched other apps (Max,Prime Video,Peacock,Brit Box,FreeVee,etc.) and they all work correctly - no closed captions

5-This just started today and as I said, I never changed anything and wasn't in the room when it started

This is really annoying and it would seem that they would notice it if they actually tested any app changes before putting them into production.

The Stream app on the TV is the latest since I just installed it today. It shows version 2.1.0, but I know most of the Stream app is really running off the servers and not on the local TV.

The LG TVs both have the latest version of WebOS that LG has put out.

- LG models 43UN7300AUD and 65UN8500AUJ

- WebOS version 5.5.0-1102 (jhericurl-jervisbay) update version 04.50.52.

Any ideas??

Thanks

Responses

U

user__br549

1 Message

1 year ago

I have this problem on a Samsung TV. It randomly showed up around 11/29 as stated.

I tried uninstalling the Xfinity app completely, reinstalling, signing in, and all CC were off by default and it was resolved. We recently had an internet outage last night while I was streaming on demand at 1:15am and now the CCs are back when they should be off.

1

XfinityBrianH

Official Employee

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1.3K Messages

@erm54 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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1 year ago

0

U

user_8y2oni

1 Message

1 year ago

Looks like all we can do is wait for the Comcast app developers to fix the default bug they installed in their latest app release.

2

XfinityJoshuaG

Official Employee

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331 Messages

@user_8y2oni So sorry to hear you're having this issue. Could you direct message us your full name and address to get started troubleshooting?

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

1 year ago

0

drewm05

New Poster

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72 Messages

@XfinityJoshuaG

I, along with others, have had this issue since at least 11/29. I was told by "an Official Xfinity Employee" on a different thread that Xfinity had expected a fix by 12/15. Here it is 12/18 and no fix.

Please explain...

1 year ago

0

U

user_89rf6t

6 Messages

1 year ago

Issue is still unresolved as of 12/6/2023.

Xfinity techs can’t resolve it apparently.

1

drewm05

New Poster

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72 Messages

@user_89rf6t An "official" Xfinity Tech posted earlier, stating that they are working on this and hope to have it resolved by 12/15.

1 year ago

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U

user_89rf6t

6 Messages

1 year ago

Still unresolved as of 12/6/2023. Xfinity techs are unable to fix. What gives?

0

U

user_vau8l6

6 Messages

1 year ago

Same thing is now happening to the Xfinity app on my Samsung TV.

2

XfinityThomasA

Official Employee

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2.4K Messages

Oh no! @user_vau8l6 - Thank you for letting us know about the Closed Captioning issues and for reaching out on our Xfinity Forums. Please know this is a known issue that we're aware of, and our engineers are working hard to get this corrected for everyone as soon as possible. We currently estimate this issue to be resolved by 12/15. Heads-up this is just an estimated timeframe, and the issue may be resolved before or even after that date.

We appreciate your continued patience throughout this and apologize for any inconvenience or frustration this may have caused.

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 year ago

0

drewm05

New Poster

•

72 Messages

@XfinityThomasA

I, along with others, have had this issue since at least 11/29. I was told by "an Official Xfinity Employee" on a different thread that Xfinity had expected a fix by 12/15. Here it is 12/18 and no fix.

Please explain...

1 year ago

U

user_nmeduq

19 Messages

1 year ago

Same problem since 11/29/23. Been in contact with Xfinity numerous times. They can't fix the issue. Tech was here today. Did not fix the problem. It is only in the Xfinity Stream App. Tried everything. Hope this is fixed by Xfinity soon!

3

XfinityRyanE

Official Employee

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1.1K Messages

Hello @user_nmeduq, thanks for reaching out to let us know that you are also experiencing this issue. This is a known issue that we're aware of, and our engineers are working hard to get this corrected for everyone as soon as possible. We currently estimate this issue to be resolved by 12/15.

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 year ago

0

drewm05

New Poster

•

72 Messages

@XfinityRyanE

I, along with others, have had this issue since at least 11/29. I was told by "an Official Xfinity Employee" that Xfinity had expected a fix by 12/15. Here it is 12/18 and no fix.

Please explain...

1 year ago

0

XfinityEva

Official Employee

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1.7K Messages

@drewm05 Thank you for your patience while we continue to work on this issue. At this time there is no new estimate date of resolution. We will continue to follow up here with more updates as they become available.

I am an Official Xfinity Employee.
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1 year ago

0

dougp70

New Poster

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3 Messages

1 year ago

I'm having the same issue on a Samsung tv. I can turn it off, but still defaults to being on at startup.

0

U

user_89rf6t

6 Messages

1 year ago

Sounds like Dec 15 is the expected resolution date. Why so long? Guess we just have to wait and see.

2

0

U

user_3w65kp

1 Message

1 year ago

I have the same issue! I have to turn off close captioning every time I turn on my TV and use the Xfinity stream app. Very annoying.

1

0

XfinityJorge

Official Employee

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2.2K Messages

Greetings @user_3w65kp thank you so much for reaching out to our team on our Forums and we are happy to help. Are you still having these issues currently and if so we are here to get this resolved.

I am an Official Xfinity Employee.
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1 year ago

0

S

scorpio112077

1 Message

1 year ago

this issue is happening on Samsung TVs as well.

0

U

user_e1nsb6

1 Message

1 year ago

Same thing is happening to me

1

0

XfinityPeterH

Official Employee

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1.9K Messages

@user_e1nsb6 thank you for letting us know. We are aware of this issue and our engineers are working on a resolution. We appreciate everyone for sticking with us and for your patience.

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 year ago

0

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user_2e3082

Visitor

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3 Messages

1 year ago

I am having the same issue on my LG tv's

0

U

user_2e3082

Visitor

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3 Messages

1 year ago

When will there be a fix for this? It's not like we really need another reason to cut the cord!

(edited)

2

U

user_89rf6t

6 Messages

12/15 was the last “target date” given by xfinity for a fix, but they also said no guarantees.

1 year ago

XfinityKassie

Official Employee

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1.7K Messages

@user_2e3082 Good morning! Thank you for reaching out to our Community Forums Team for assistance with your TV. I know it can be frustrating when your services aren't working as intended. We are working as quickly as possible to get the issue resolved. As of now, we are expecting to have this resolved by 12/15. Thank you for hanging in there with us during this time. Please feel free to let us know if there is anything else you need assistance with.

I am an Official Xfinity Employee.
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1 year ago

0

selmer_mark_vi

Regular Visitor

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14 Messages

1 year ago

I have found a partial solution, but still a pain. If you go into settings on the LG remote you will be able to turn it off. Here are the steps:

1. go to 'all settings' - next to last on list

2. go to 'general'

3. go to 'accessibility' - bottom of the list

4. go to 'closed caption' - bottom of the list

5. you are now in the menu you need. It will indicate that 'closed caption' is off. It is not for Xfinity Stream. Turn it on and the off.

6. back out of all the menus and closed caption will be off.

This will only last until you turn the LG TV off and back on. Then you have to go through above steps again.

I have found that if I leave the TV in the Always On mode you are good to go. I personally don't like to doing that.

I am in the same boat as everyone else. I called Xfinity Tech Support. They said it is caused by my LG TVs. So I called LG. They indicated no this is Xfinity's problem. They also indicated that the Xfinity Stream app is horrible. Many bugs and Xfinity doesn't prioritize fixing them. Really frustrating to pay what we do. Next step I guess is FUBO.

If anyone finds a fix, etc. - PLEASE spread the word.

P.S. - I have add other problems and go the same response. I also got the shaft on the ROOT Sports situation.

5

0

SkokieBob

Contributor

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14 Messages

There is a much easier (temporary) solution:

1. Turn on TV, Launch Xfinity, it comes up on whatever channel you were watching.

2. Press down arrow -- the lower menu choices appear.

3. Press right arrow three times to go over to CC

4. Press 'select'; CC goes off.

5. Press right arrow two times to get back to Last Watched.

6. Wait ... the lower menu vanishes in about 10 seconds.

The other 'lower menu' choices are:

AD -- turns on and off Audio Description, a monotone voice describes the action

SAP -- Secondary Audio Program, sometimes in a different language

INFO -- handy to find out the channel, the show, and the episode info

Typical that LG blames Xfinity. Why can't they work together to solve it???

1 year ago

0

XfinityMartyR

Official Employee

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2.1K Messages

Thank you, @selmer_mark_vi for offering to share the workaround to this concern. Just to let you know, our engineering team is aware of this issue, and are working toward a solution.

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1 year ago

0

XfinityMarcus

Official Employee

•

1.5K Messages

@SkokieBob, thank you for using the Community Forum, and providing a workaround option for others. This is an issue that is currently being addressed on our end, and we hope to have a more long term solution for you soon.

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1 year ago

0

ljh42

Visitor

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6 Messages

I have the same issue as well. It’s been this way for close to 3 weeks. Typical Comcast issues going unresolved…..

1 year ago

XfinityRyanE

Official Employee

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1.1K Messages

Hello @ljhodges, thanks for reaching out to let us know you are also experiencing this issue. We are aware of this and our engineering team is working on getting this resolved. We hope to have a resolution for everyone soon. Thank you for your patience!

I am an Official Xfinity Employee.
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1 year ago

0

Ptwisler

New Poster

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2 Messages

1 year ago

Issue still remains. Xfinity says it was going to be fixed by 12/15 but in true Xfinity fashion over commit and under deliver!! I think this issue, along with lag time, slow connectivity and buffering is all a plan to get us to come back to X1 or traditional cable- but it won’t work. Traditional cable is done!!!

3

XfinityMartyR

Official Employee

•

2.1K Messages

Thank you @Ptwisler for reaching out. Our engineering team is still working on this issue, and we hope to have a resolution soon for everyone. Thank you for your patience!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

U

user_svtc41

1 Message

I am having the same problem on my Samsung TV. When will it be fixed?

1 year ago

0

XfinityRay

Official Employee

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2.8K Messages

Greetings, @user_svtc41! Thanks for letting us know that the Closed Captions are always on with your Samsung TV and the Xfinity Stream app. Our engineers continue to work on this issue. I do not see an estimated time of when this will be resolved, but we are keeping a close eye on this. We will be updating the thread as soon as we have further news. Thanks for hanging in there in the meantime. I know this issue can be frustrating to go through. We always want things to work perfectly and apologize for this experience.

I am an Official Xfinity Employee.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0