Forum Discussion
Closed Captioning not working when playing back recordings
When I watch a recorded show the closed captioning never works. It is turned on. When I watch the same recording on my mobile app on the phone or using the website on a laptop, the closed captioning works for recorded shows. Any ideas?
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i’m trying to get it fixed through Telus. They keep telling me it’s the broadcast not their problem. How can that be when closed captioning is on the live broadcast and when recorded on my phone. May switch back to Shaw/Rogers. I’m very mad and frustrated ☹️
The problem here and by telephone is we are not talking with the people that in theory can fix your problem. Not everyone has the same problem or at the same time. How often we have heard they cannot duplicate your problem. The recently we have different OS version. I have today in system information
App version 1.24.8.200 (I was told the 24.8 means year/month or August 24th, 2024 update was developed)
config version 1724850600
config timestamp 2024-08-28T13:10:00
MW version 3.3.5.1-230724
Android 10,API:29 (I was asked if I had API:30 a while ago)
We heard the last update was July. The closest then is 230724 is that July 23, 2024. Because the app version is a mystery. The config stamp seems to be August 28th at 1:10PM so does that mean the APP version of August 24 installed 4 days later?
- I don’t understand most of what you said but all my call backs are going straight to voicemail and my phone is definitely on as I had a friend call me and it rang just fine. I was holding my phone when they called and it went right to voicemail. This has been a nightmare so far. I’m talking to India and I don’t think they care. I’m obviously hard of hearing so hard to understand. Will probably go back to Shaw. My sisters cc works fine on shaw
No and I do not expect something this complicated to be fixed when they cannot fix what was broken after it was fixed when the July update came out.
- Do you mean this was fixed at one point but screwed up with the July update? I need ammunition for a call back from them on Friday. I just switched to Telus in May
I’ve only had Telus since July. It started out working fine, then stopped completely after a few weeks. Now it’s spotty, works on maybe a third of my recordings. Totally random and very frustrating.
Have you had this problem fixed? I'm trying to get it fixed through Telus and having absolutely no luck. Very very frustrating, may have to go back to Shaw/Rogers. Very annoyed. Keep saying it's the broadcaster, but sometimes the closed captioning is there and others not, but always on my iphone and always on live TV
CC last night. Seems more shows are multi language so I turned on CC. I understand English BTW. So the foreign language did not CC to english. BUT, bless your heart Telus, whenever they spoke English, the CC worked well typing out in English exactly what I heard them say in English.
- Yup on live tv it’s great but not when I record a show. Sometimes it does and other times it doesn’t. Kinda hit and miss.
I have the very same problem. I am arguing with Telus now!! They say it has nothing to do with them. When I watch a show live the closed captioning is fine, but when I record it, it is not there. Sometimes at the beginning of a recorded show the captioning is there, but by the end it has disappeared again. So frustrating when you tape a show prepare to watch it later only to discover no closed captioning, so can't enjoy it.
I have the very same problem and I'm arguing with Telus now. They say it's nothing to do with them. When I watch a show live the closed captioning is fine, but when I record it, it is not there. However, the same show recorded on my iphone has the closed captioning. Sometimes a recorded show will start with closed captioning, but by the end it has disappeared. So very frustrating.
I have the very same problem. I am arguing with Telus about it now!! It is so very very frustrating. Sometimes the recorded program will begin with closed captioning, but by the end it has disappeared. Yes, the closed captioning is on my phone, but not the TV.
I am having the same frustrating issue with RuPaul’s Global All stars and Amazing Race Canada. It’s truly disappointing and I hope the issue is fixed quickly.
CC still does not work. Specifically with the Bachelorette half the CC is missing. If you were to watch without sound you would miss half the show. No idea why this has happened.
notice the same thing on “The First 48”.
how long is a fix going to take.
TELUS_SupportOfficial Support Team
While we can't give a definitive timeframe to the CC fix, our team is definitely aware of it and working on resolving the issue as quickly as possible. Appreciate your patience!
This still does not work. In addition, closed captioning does not track accurately at all. Half the words are missing. When will this be resolved? We are a month past the expected firmware update and this TV system has so many issues.
I am having this problem too. So frustrating because when I start playing a recording the CC is playing ok but stops right in the middle of a program. I am very hard of hearing so I cannot finish watching the recording.
- TELUS_Support
We understand how important this feature is, we're currently investigating this issue to understand what's causing it and to ensure it gets resolved. We appreciate your patience and will keep you updated as we fix this.
