Closed Captioning not working when playing back recordings

[piqpst]

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?

[Optik-Kate]

Hi @piqpst, I checked several recordings on my TV and the closed caption is coming up. Are you noticing it missing on all recordings or certain specific ones? 

[piqpst]

Hello. New episodes of the Simpsons, Family Guy, Young Sheldon, and The Conners are some recent ones.

[JQ2]

We just signed up to Telus TV and have recently noticed the same issues.  CC on recorded programs doesnt work when viewing from the TV, but works fine when using the App on my iPhone.  CC on the same program when viewing live on the TV works fine. Any ideas?

[TELUS_Support]

Our team is aware of this issue and actively investigating. We'll advise everyone of updates as we get them!

[BJL]

Just a note to add from another customer here, to say I'm having the same problem. Last night with the Bachelorette, I could access the closed captions on the live broadcast but not on the recording. And also a few days ago with House of the Dragon on HBO. Thanks for any help or suggestions!

[TELUS_Support]

Thank you for bringing this to our attention. We know the issue with closed captions not appearing on recorded broadcasts and are working to resolve it. We apologize for any inconvenience this has caused.

[PRD7002]

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.

[Dcnorth]

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_Support]

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!

[Dcnorth]

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. 

[TParisella]

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.