Default closed captioning when I launch XFINITY Streaming App

It is recent that I have experienced this. I do not have the issue with the app on my iPad so seems related to smart TVs

I would appreciate a response and fix status from an XFINITY technician or at a minimum, a recognition of this issue and next steps to resolve. 

@user_a2b6e1​    I have the same issue with stream on a Samsung smart TV.   CC just showed up about 10 days ago and I can not find any way to turn it off - on the App and the streaming portal.   Had 3 chat sessions with Comcast without any joy

Hi, @user_a2b6e1! Thanks for taking the time to visit us on our forums page for help with enabling and disabling those closed captions on the XFINITY Stream app on the LG TV. I understand the convenience of being able to turn the closed captioning off and on without having to relaunch the app. We will do everything within our power to help with a solution. Just to confirm, to get this resolved, you want the option to turn the closed captions off and on without having to relaunch the app. Does this sound correct?

It looks like more people want the default to be caption off. Is there a way to do that? Thank you

How do you turn it off?   I have been unable to find an off button on my Samsung TV with the stream APP.  Thank you in advance

@XfinityAngie How about getting word to the application development team to fix the problem they created?!?  Stop telling how to keep turning it off!!!

Thank you so much @StellarFusion! I am sorry about the frustrations, and we are aware of a known concern with the close captioning. Our engineer teams are working to resolve the issue, and currently estimate to have it resolve 12/15/23. That date can change but our teams are working directly to have it updated as quickly as possible. 

Thank you. I hope it is resolved by that date. It is very frustrating especially since it did not exist a few months ago

Hello StellarFusion

We would love to help. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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
https://www.xfinity.com/support/articles/setting-up-auto-paym

@XfinityAngie @XfinityGabriel Thanks for your lack of help.  Writing a message to "Xfinity Support" will do NOTHING and you know it!  Only Employees such as yourself can create a ticket and get it assigned to the software engineering team.  DON"T PUT THIS ON CUSTOMERS TO DO YOUR JOB!

@StellarFusion We understand that this is an inconvenience to our customers, and the engineering team is still working on this. There currently is no timetable to provide. 

Obviously XFINITY is not taking this seriously.  They create the problem and them does not resolve their own error. YouTube TV continues to look more attractive to me.  

Yes, we ABSOLUTELY care, user_ykdb1c! Can you give me more info on this? Does it happen to only certain devices or all devices? Do you notice it on certain programs or when you're watching live or on demand? Can you recall when this first started for you?

Ah, figured out how to turn it off on my TV. Not sure if it will come back when I exit and return. Probably will. At least I can turn it off though 😊

This closed captioning issue is still happening to me. Any advice other than getting rid of xfinity?

Welcome to our Community Forum, @user_a34g10! Our engineers are aware of this issue and are working on a fix. In the meantime, are you able to turn off Closed Captioning for the program you're watching? 

I have given up and am researching other streaming apps. 

@user_99h3dp Sorry to hear that. If you're having issues please feel free to send us a direct message for us to further assist. 

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

We apologize for the inconvenience this has caused. We are aware of this issue and working hard to get it fixed as soon as possible for impacted customers. We expect to have an update to the app that will resolve this coming soon. Please ensure you continue to check for updates to your Xfinity Stream app via your LG TVs to receive that update when it is available. Thank you again for your continued patience.

Interesting ---  On my Samsung TV, it only happens when xfinity stream is used as the media input and not with Prime / Netflix +  Comcast agreed that it was their issues - see above.

@user_yrf6mm​ 

And the instructions below are not accurate. There is no Direct Message icon. Also, the instructions referred to earlier are for handheld devices “tap on the screen”, not smart tvs.

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 call BS on Comcast/Xfinity Support!