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Closed Captioning missing on On Demand
Closed captioning doesn't work on On Demand - except for HBO. The closed captioning (CC) logo is present, the same movie shown on the channel works with closed captioning, but On Demand it doesn't come through. This happens with Comcast free movies, shows and Starz On Demand. HBO On Demand always works fine and includes Closed Captioning on everything.
Comcast brushes this problem aside with no attempt to fix it or even look into it. That's fine - but do they have a deaf mother who enjoys movies and can't watch them without it? Any suggestions on how I could remedy this problem are welcome. It has been falling on deaf ears.
Thanks!
Comcast brushes this problem aside with no attempt to fix it or even look into it. That's fine - but do they have a deaf mother who enjoys movies and can't watch them without it? Any suggestions on how I could remedy this problem are welcome. It has been falling on deaf ears.
Thanks!
I’m frustrated
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Inappropriate?Hi Pebbles,
I understand your concerns. I apologize if you feel that we are "brushing you off," and would like to assure you that this is not the case. Under federal law, the FCC mandated a phase-in of closed captioning. As of January 1, 2006, generally all new program content must be closed captioned, and new programming content appearing on On Demand will be captioned unless it falls within certain prescribed exceptions. Much of the pre-January 1, 2006 content on On Demand will also be captioned, but certain programs may not be captioned because they are exempt under federal law. Please see the below link for more details on the topic:
http://www.fcc.gov/cgb/dro/captioning...
Kind Regards,
Melissa Mendoza
Comcast Customer Connect
National Customer Operations
We_Can_Help@cable.comcast.com
@ComastMelissa3 Comments
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Thanks, Melissa. It's nice to know the laws and I do appreciate you taking the time to respond. However, this problem is actually a Comcast or other network problem because these shows/movies do have closed captioning (the logo is there) but when they are broadcast within the On Demand system the captions don't come through. The same shows/movies when watched on live channels at the time they are on - do have the captions. I'm not speaking about programming that wasn't made with closed captioning to begin with.
The reason I say it is a brush off is because when 2 different techs were here (for other issues) and I told them about it - they shrugged their shoulders and said it wasn't a big deal and that I would have to watch live shows. No notation of any kind was made to look into it - even when I showed the tech an example of a movie playing live at the time with capitons - switched to On Demand - saw the CC logo - and then no closed captioning was working. I guess he didn't note it because he knew Comcast would make no attempt to fix it.
I did call Starz Corporate (as their movies On Demand never have closed captioning when they're supposed to) and they did say it was a problem they were aware of and that they were working on it and would call me when remedied. (who knows when - but at least they had a response and acknowledged that it should be working correctly). Please give this the attention it deserves. 100% of the programming on Starz On Demand is currently not captioned. So far everything I've checked on Comcast On Demand - free movies is also not captioned but I'll have to do some research on the other On Demand programming to determine whether it is 100% of it or not.
I acknowledge that it could be a problem with my system or configuration - which is why I was trying to have someone look into it.
Thank you. -
This comment was removed on 11/19/09.
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Melissa, the lawyers you have working for you must be scumbags.
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Inappropriate?Hi Pebbles,
Can you email us at captioning_complaint@cable.comcast.com. We would like
Thanks
Sherri Carson
Comcast Corporate Office2 Comments Add a comment
This answers the question
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The email address doesn't work.
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I know. I have tried 3 times to write to this address and all mail has been returned. Sherri, please provide an alternate contact email. Thanks!
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Inappropriate?I have the same question as Pebbles. These TV shows and movies are already captioned outside of "On Demand"... it makes absolutely no sense to remove them (or make them stop working) through the "On Demand" service.
These citations to the FCC rulings are bullshit, and Comcast knows it. They don't apply to the situation... it's just their excuse for offering a broken service.
I’m disappointed
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