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74 Messages

Friday, January 19th, 2024 8:58 PM

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Xfinity Stream / Closed Captions – Known Issue

**UPDATE 02/14/2024**

The issue affecting some customers' Xfinity Stream service where Closed Captioning is defaulting to "on" has been resolved. If you are still experiencing this issue, please let us know on this thread. 

We apologize for any inconvenience and appreciate your understanding. Thank you for being an Xfinity customer.

**ORIGINAL MESSAGE**

We’re aware of an issue affecting some customers’ Xfinity Stream service, where Closed Captioning is defaulting to “on” when the app is launched. We’re working to resolve the issue and are planning to implement a permanent fix in the coming weeks. In the meantime, you can take the following steps to turn off Closed Captioning.

 

  1. Launch the Xfinity Stream app.
  2. Tune to and begin playing a program.
  3. Press the up-arrow button on your TV remote.
  4. Navigate to the “CC” icon, located at the bottom right of the screen.
  5. Press “Enter”, “OK” or the center button on your TV remote.

 

Please note that these steps will keep Closed Captioning off only until the app is closed / relaunched. You will need to take these same steps when you launch the app again. In addition, it is possible that these steps may not work in every case. You can also check out this article on Closed Captioning for additional information.

 

We apologize for any inconvenience and appreciate your understanding. Thank you for being an Xfinity customer.

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Question

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Updated 

4 months ago

 • Edited

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Droffis

Visitor

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1 Message

11 months ago

Closed captioning defaulting [Edited: "Language"],,….

but

not near as bad as the app streaming on my LG constantly hiccuping and disconnecting all day every day. Is it the app? Is it the [Edited: "Language"] LG TV? Is it both? 
I know my phone and my Samsung ad my Rokus do not have the same problem.

so frustrating, I will never buy an LG product ever again.

(edited)

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XfinityAlyssaA

Official Employee

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1.8K Messages

Good evening @Droffis, and thank you for reaching out on our Community Forums. We're sorry to hear that you are having issues with the stream app on your LG TV. We'd be happy to help troubleshoot further. Are you experiencing any error codes or messages? May I also ask if you have tried uninstalling and reinstalling the app?

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

0

user_b02kje

1 Message

11 months ago

I stream Xfinity with fire stick. The voices are off and subtitles are not showing.

1

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XfinityThomasA

Official Employee

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1.9K Messages

The Xfinity Stream app on Fire TV devices lets Xfinity customers enjoy content available with their Xfinity subscription from their Amazon Fire TV device in or out of the home, @user_b02kje. Let's work together towards a fix, so you can enjoy your shows! Have you tried uninstalling the Xfinity Stream app for your device, and installing it once more?

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11 months ago

0

user_3540f8

Visitor

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1 Message

8 months ago

My firetv still defaults to captions on

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XfinityAlyssaA

Official Employee

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1.8K Messages

Good evening @user_3540f8, we're sorry to hear that your FireTV is still defaulting to captions on. Are you able to turn closed captions off by following the instructions listed above? May I also ask if you have tried any additional troubleshooting steps? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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8 months ago

0

user_7o7m00

1 Message

6 months ago

Stream app randomly activates cc on iphone

i I have to keep switching off in app settings

iphone settings has cc off

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XfinityVianney

Official Employee

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1.8K Messages

 

user_7o7m00 Thank you for reaching out. Can I have more details about your situation and any troubleshooting you've tried so far?

 

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

0

user_t495dt

1 Message

6 months ago

It’s still happening for me and its really annoying

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XfinityLinda

Official Employee

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1.4K Messages

@user_t495dt I'm sorry to hear you are still having trouble with Xfinity Stream Closed Captions. We are happy to help. Have you tried the updated steps shared above? If you have and still need assistance, we ask you to please find the best board to author your question or concern, and post your question publicly. This is a 6-month-old thread, and your post will open a ticket in our system for us to assist. We look forward to your post. Thank you!  

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

0

user_3j6ncs

2 Messages

5 months ago

I am still having this issue. How do I get the CC to default to off when watching xfinity stream on my fire stick. 

1

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XfinityAntoine

Official Employee

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1.4K Messages

Thanks for reaching out, user_3j6ncs! Did you already follow the steps listed above?

 

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5 months ago

0

user_65byuv

2 Messages

5 months ago

The above-noted method did not work.  We still have cc.  Any other ideas?

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0

user_65byuv

2 Messages

5 months ago

I am still having issues on my hisense TV

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XfinityGabby

Official Employee

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1.5K Messages

Hello, @user_65byuv. Thanks for reaching our team and attempting the steps to remove CC. Are you also experiencing the issue on other devices or just on the Hisene TV?

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 months ago

0

user_loeasr

1 Message

4 months ago

I am trying to turn CC on for my fire tv, and cannot access the CC feature. I push up and see the option on the right, but when I push right, the mini guide pops up and I cannot navigate to the CC menu. Can someone help with a workaround?

1

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XfinityBradM

Official Employee

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716 Messages

@user_loeasr Are you looking to turn on CC through the Xfinity Stream app or through the TVs main settings? We can assist with the Xfinity Stream app, but you would want to reach out to Fire TV support for step-by-step instructions on how to toggle CC on and off on their TV. 

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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4 months ago

0

user_bbbzq0

2 Messages

4 months ago

It is still happening for me.  We have a Samsung Frame TV and whenever we have the Xfinity app running on our iPad and are casting (using AirPlay) to the Samsung TV the closed captioning appears randomly.  We turn it off in the app and it will suddenly return on its own.  It doesn’t happen if we’re using the Xfinity streaming app just on the iPad, only when casting it to the Samsung TV.

2

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XfinityAngie

Official Employee

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1.5K Messages

 

user_bbbzq0, Thank you for reaching out to Xfinity Support. It sounds like the Xfinity App is working properly now, and the issue might be with the iPad or the Samsung TV. You may want to check with the manufacturers to see if they are hearing of any known issues as well. 

 

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 months ago

0

user_bbbzq0

2 Messages

@XfinityAngie​ No it’s not the Samsung TV or the iPad.  The Xfinity app is running on the iPad and it is the Closed Captioning toggle under the “gear” setting in the actual Xfinity Streaming app that keeps toggling itself on randomly.  So it has nothing to do with the Apple iPad or the TV since the toggle control is in the Xfinity Streaming app itself.  There has to be a programming bug in the Xfinity Streaming app that isn’t handling something related to the casting function native to the Apple iPad.  I would suggest you pass this along to the software engineers and they can test it internally to debug that particular scenario.  It is clear from all the other posts that there is something specific to the Xfinity Stream app.

4 months ago

0

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