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

pmmorrow22

New Poster

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2 Messages

1 year ago

I’m having the same issue and I pay way too much to be having to deal with it. I’m super annoyed and ready to drop Comcast as they have more issues than their stuff works

3

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user_ihi4an

9 Messages

I totally agree!!!

way too much and tech service impossible

1 year ago

selmer_mark_vi

Regular Visitor

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14 Messages

Same for me! Now I have to enter 20 characters to get a point across.

1 year ago

0

XfinityChristy

Official Employee

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2K Messages

@pmmorrow22 Thank you for reaching out to Xfinity Support here on our Forums! You may want to uninstall the Xfinity stream app, and then reinstall it. If that doesn't help please let us know, and we can run through some troubleshooting steps with you.

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1 year ago

0

drewm05

New Poster

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72 Messages

1 year ago

Well, I have tried to get a reply from various "I am an Official Xfinity Employee" bubble posts by posting the same question to each of them. The only responses I received were "...post removed by...", and a lengthy response via the "Direct Messaging" icon above, telling me I have "...violated... Forum Rules, and my posts were considered "...spamming..."".

I am not looking forward to calling their 1-800-useless number as I don't want to waste time I will never get back, nor lose any brain cells, just to open a work request.

It is interesting to note though, that while responses here from COMCAST are slow and few in between, they are quick to remind me of a bill that is due.

I have lost faith in the competency, and customer service in COMCAST/Xfinity.

5

XfinityEva

Official Employee

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1.6K Messages

@drewm05 It is not our intention to make you feel this way. We have set up a reminder to follow up with any updates as they are made available. If there is anything further we can assist with specific to your account you may send us a direct message.

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

@drewm05 Ditto! They were also really quick about eliminating us from ROOT Sports but very slow with any credits! Then they have now added also an extra $8.95 to my bill in miscellaneous items to make up for the credit. Wonder how long the credit will stick around.

1 year ago

drewm05

New Poster

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72 Messages

@XfinityEva When will this be resolved?

1 year ago

0

XfinityKei

Official Employee

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1.5K Messages

Hello @drewm05 Our apologies for the inconvenience this has caused everyone. We are still working to find a resolution for this. We appreciate your patience.

I am an Official Xfinity Employee.
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1 year ago

0

XfinityTy

Official Employee

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376 Messages

Hello! I hope that your weekend is going well! I wanted to check in with you to see if you are still experiencing an issue with closed captioning. I am showing that the ticket has been closed by our engineering department, and I just want to ensure that the issue has been fully resolved. I appreciate your time!

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1 year ago

0

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user_im6hqs

11 Messages

1 year ago

Any update on this issue? 12/15 has since passed, and my Xfinity Stream app defaults to closed captions on my Samsung TV. No other apps have this issue, and my Roku TV is fine.

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user_89rf6t

6 Messages

The problem still exists on my LG TV.

Haven't seen any new info on when this issue will be resolved.

1 year ago

0

XfinityAmandaB

Official Employee

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2.2K Messages

@user_im6hqs The 15th was an estimated time and not a hard date. Since this issue involves manufacturers outside of Comcast/Xfinity our team of engineers are working with them to locate the issue and come up with a resolution. At this time there is not an estimated time for a resolution but our team is working to resolve the Closed Caption issue as soon as possible.

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1 year ago

0

U

user_ihi4an

9 Messages

@XfinityAmandaB

NO

1 year ago

0

XfinityWilliam

Official Employee

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1.2K Messages

Hello @user_89rf6t. Please follow this link https://www.xfinity.com/support/articles/xtv-web-setting-accessibility-options to assist with closed captioning on Xfinity Stream Apps.

I am an Official Xfinity Employee.
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1 year ago

0

CCXanadu

Retired Employee

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300 Messages

Once we have an update from our engineers who are working on this, we'll post an update here. Currently there is no ETR set but our dev teams are aware and working on it.

1 year ago

0

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user_opwl4h

2 Messages

1 year ago

I am having the same problem on my LG TV. It is so annoying.

Can you fix it?

0

B

BergerJ

Visitor

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11 Messages

1 year ago

I'm having the same issue on my Samsung TV so it's not specific to your TV. It's easy to turn off but irritating to have to do so every single time

4

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user_ihi4an

9 Messages

Exactly

shouldn’t be this way

1 year ago

0

selmer_mark_vi

Regular Visitor

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14 Messages

I have listed the steps that on this feed that I use to stop it. It turns it off until you turn off your TV. Then when you turn the TV back on you have go through the steps again. Much better than show by show. By the way, I called LG and they are aware of the Xfinity Stream app. They get complaints everyday about it. They also indicated it is fully Xfinity's problem. Don't let them try to push it off on another company.

1 year ago

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @BergerJ, thank you for taking the time to reach out on social media. I understand your concern with the Stream app, and I'd be happy 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 “Xfinity Support”. 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

1 year ago

0

XfinityArmand

Official Employee

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2.1K Messages

Just following up with you! When you are ready @user_ihi4an, please feel free to shoot us a private message.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

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

U

user_vngmil

2 Messages

1 year ago

Well it's the 22nd and I'm still having these same issues on my Samsung TV. Have to turn it off every time we load the xfinity stream app

0

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user_l7s05o

2 Messages

1 year ago

I have the same issue with the Xfinity app and only on my LG tv. I too can turn it off every time I open the app but it is a hassle that just started a month ago. I am looking forward to Xfinity engineers fixing this issue soon.

0

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user_6phunu

3 Messages

1 year ago

The problem still exists on both LG and Samsung TVs accessing Xfinity Stream app as of 12-26-23.

0

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user_s28j2u

1 Message

1 year ago

Having the same issue on my Samsung TV. Very annoying to turn it off manually every time I turn the on. Xfinity please fix this.

1

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selmer_mark_vi

Regular Visitor

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14 Messages

Guys, don't hold your breathe. From what about after 30 years of having (where I liver there are no other options) to deal with Comcast/Xfinity it might be months before they get it fixed.

1 year ago

S

Scott_B25

3 Messages

1 year ago

Any update on this issue?

0

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user_k0qzmp

4 Messages

1 year ago

I noticed on my LG tv there’s an email address of [Edited: "Personal Information"] I asked if they could offer help. I have not had any luck going directly through the standard xfinity help.

(edited)

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user_ihi4an

9 Messages

1 year ago

I’m going to write an email to xfinity executive customer service

surely they should do something

1

JASmith600

Visitor

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1 Message

1 year ago

This is happening with the Xfinity app on my Samsung TV as well. It’s so annoying!

0

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user_rnej0j

1 Message

1 year ago

We are having the same issue in the Xfinity app on all of our TV’s . You cannot turn closed caption off. Also the app freezes frequently. This is very frustrating and even more frustrating you cannot speak to a live tech when you chat or call. You are circled in loop constantly with the automated tech keeps wanting to test your connection or the issues they offer to describe your issue is not listed so then you are disconnected. The only way we have been able to get help is to go to an Xfinity store.

4

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user_6phunu

3 Messages

@user_rnej0j Go into your TV settings and turn on closed caption and then turn it off. This will work temporarily but you will have to do this every time you turn the TV on. The Xfinity Stream app is defaulting to Closed Caption=On every time your start it. Xfinity is going to have to push a new version of the Xfinity Stream app to fix this problem.

(edited)

1 year ago

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user_2e3082

Visitor

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3 Messages

@user_rnej0j you can turn it off easily in the app, press the up arrow on your remote and then arrow to the right and you'll see the cc icon is checked, just click it and it's off but it's still annoying that it defaults to on. Shouldn't be this hard to fix

1 year ago

0

XfinityGabby

Official Employee

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1.5K Messages

Hello, @user_rnej0j. Thank you for reaching our team on Forums. Did any of the steps provided by our awesome community help with your concern?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

XfinityThomasA

Official Employee

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2.3K Messages

@user_6phunu - Thank you for sharing those steps and for being a valued Xfinity Forums community member, helping other members! Please know our engineering team is aware of this and working on a fix. We'll update this thread once it's been made available. Thanks so much for your continued patience, and apologies for any inconvenience this may have caused.

I am an Official Xfinity Employee.
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1 year ago

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U

user_ksum24

1 Message

1 year ago

Comcast/Xfinity support… You need to fix this sooner than later as I have multiple options for TV i.e. FiOS, third-party streaming apps… Xfinity steam app is very slow to start and there is no way to turn off close captioning. I will just drop Xfinity steam and move on to something else. Your $1 billion corporation you need to fix this stuff sooner than later. No more excuses or apologies get going on a quick facts are you going to start to lose customers? That is the bottom line which will affect your bottom line.

and there is no way to turn off close captioning. I will just drop Xfinity steam and move on to something else. You’re $1 billion corporation you need to fix this app sooner than later. No more excuses or apologies get going on a quick fix or you’re going to start to lose customers that is the bottom line which will affect your bottom line.

a dissatisfied, customer for years and years… But for how much longer

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