Starting on 01/27 captions for FOX shows are out of sync (45 seconds delayed)

First noticed on 01/27, the caption for FOX shows are 45 seconds delayed, up to 1/23 they are OK, this is similar to the problem reported back in November 2023 for ABC shows under the title "Closed Captions out of sync on ABC shows" by user_kh9bi4.

It took almost 5 months to get that resolved.

It seems that last time the only way to get this fixed was to log an Accessibility Complaint with the FCC.

Will you take care of this or we need to involve the FCC?

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XfinityRay

Official Employee

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2.5K Messages

7 days ago

Hi there! Our team is happy to help you with the Closed Captions here, Dolphfrank! We want those working at the right time, all the time! Are you watching FOX using a TV box or are you streaming using the Xfinity Stream app?

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D

Dolphfrank

23 Messages

I am using a smart card and watching on TV.

Today's (2/27/2025), Rescue Hi-Surf was showing captions from Extracted (the previous show in Fox), until 3 minutes into the program.

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3 days ago

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XfinityKassie

Official Employee

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1.6K Messages

Dolphfrank Thank you for the update! I'm sure we can get this sorted out. Before we get started, are there any steps you have tried on your end in troubleshooting? I would hate to have you repeat steps you have already tried.

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1 day ago

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D

Dolphfrank

23 Messages

There is nothing I can do to troubleshoot. I turn the tv, I change the channel to fox, I watch a show, the captions are 3 minutes delayed (I used a stopwatch). I watch any other channel, the captions come in time with the dialog. It is not a program, it is everything, commercials, news, the super bowl, EVERYTHING. So I have to watch it on HULU...

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18 hours ago

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XfinityRay

Official Employee

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2.5K Messages

We will need to access your account from here, Dolphfrank. We can run some checks from our end and open a ticket to have that fixed if needed.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

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 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

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18 hours ago

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X1

Dolphfrank

Starting on 01/27 captions for FOX shows are out of sync (45 seconds delayed)

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