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user_9af419
1st Topic

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1 Message

Sunday, April 2nd, 2023 4:02 AM

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Can’t turn off audio description

I am watching Xfinity stream through my fire tv and can’t get the audio description to stop. I have gone into settings/accessibility/audio description it is already off. I have removed the Xfinity app and reinstalled. I have cleared cache. Even unplugged fire tv. Any ideas on how to make it stop ?  Thanks 

Question

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Updated 

1 year ago

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XfinityJeniece

Official Employee

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2.4K Messages

2 years ago

Hey there, thanks for reaching out through Xfinity Forums! I apologize you are having issues with your Xfinity Stream app and the audio description. Since the Xfinity Stream app is an online application have you tried doing a restart on your modem to see if that helps? Also, have you tried using the Xfinity Stream app on another device and are you having the same issue? 

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osiase1620

Visitor

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8 Messages

@XfinityJeniece​ have you found a fix for this yet?

2 years ago

0

osiase1620

Visitor

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8 Messages

It's getting old really fast,  gonna drop back our service

2 years ago

0

CCMichelle

Problem Solver

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788 Messages

I can understand the frustration with the stream app issues. Can you please provide more details regarding your issues with the app? Are you experiencing the issue on multiple devices? Have you toggled the closed captioning feature within the stream app directly and noticed any changes? 

I no longer work for Comcast.

2 years ago

0

leverej

Visitor

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1 Message

2 years ago

I have the same issue. Settings shows the audio description is OFF. The “ad” at the bottom of the screen is not marked. It is driving me crazy. Cannot watch my recordings. 

1

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CCEdgardo

Problem Solver

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513 Messages

I understand how frustrating the issue is. Have you attempted to toggle it on and then off?

I no longer work for Comcast.

2 years ago

0

GSLady87

Visitor

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2 Messages

2 years ago

Has anyone found a fix for this? It just randomly started and I cannot get it to turn off, it is so frustrating! 

1

CCStephanieK

Problem Solver

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909 Messages

Hello, @GSLady87. Can you please share what type of device your accessing the app on? Have you checked to see if it may be a feature built into the device under the device settings rather than the app settings? 

I no longer work for Comcast.

2 years ago

0

user_debf0e

1 Message

1 year ago

This is happening my me.  I only use this for one television, no other devices.  It shows off on my settings but it keeps giving descriptions of actions.  

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XfinityJeniece

Official Employee

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2.4K Messages

Thanks for those details, @user_debf0e! Have you tried any troubleshooting steps in order to resolve the issue?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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