Closed captioning stopped working w/ GoogleTV app

[StittsvilleGreg]

A couple of weeks ago closed captioning stopped working with the Bell Fibe TV app running on GoogleTV but still works on AppleTV on a TV in another room. I verified the TV software is up to date, removed and reinstalled the Bell app to ensure latest software and turned on CC in the settings and no closed captioning.  Closed captioning works with other apps (Discovery, YouTube and OTA TV watching).  This is an important feature for us and do not want to install another box/remote to get that functionally back (reason for choosing Bell and the smart TV). Any thoughts on a fix?

Thank you

[BellPatricia]

Good afternoon @StittsvilleGreg,
Welcome to the Bell Community, and thank you for the troubleshooting that you've tried so far.
Can you please clarify if you are using a TV set with the GoogleTV app installed, or if you are using a Google Chromecast?
Does this happen on all channels/shows that you watch, including Live TV, On Demand and recordings?
Looking forward to your reply,
- Patricia
 

[StittsvilleGreg]

Hi, I’m using a TV running GoogleTV with the Bell app installed (no external devices installed). This happens for all channels/shows as well as on demand (looks like everything within the Bell app is a affected but outside the Bell app it is okay.

Gregory

[AlexS]

Have you contacted any live agent?

[StittsvilleGreg]

Not yet, not in front of a computer for any length of time right now.

[AlexS]

Kk it’s best to let them know asap. You can also chat with them on phone via the MyBell app if the website is hard to use.

[BellPatricia]

Hey there @StittsvilleGreg,

Thanks for your reply 🙂

We have sent this off to our TV team for a closer investigation, and will be sure to keep you posted with any news.

In the meantime, what type of TV set are you using? We recommend that you perform a factory reset on your TV, and then test to see if you are able to turn on Closed Captioning. 

Hope to hear back from you soon.

- Patricia

[captionwatcher]

When watching a show on FibeTV app (on Chrome on a Mac), the closed captions seem to stop after each commercial interruption.

I was watching Star Trek Lower Decks on demand, and even though I had CC turned on the whole time, after the commercial, the captions went away or stopped updating with the dialogue. Has anyone else had this problem? (I found that if I back out of the show and come back to it, the captions will reappear -- at least until the next commercial break turns them off again -- but then I got stuck with another problem of the Resume being stuck at an earlier save point. I ended up watching the same scene 4 times when trying to solve this problem.) In the end I just gave up and watched the episode at high volume without captions, but that was not great. Is there a solution to this issue?

[AlexS]

Try login to ctv.ca? The CC on Bell channels’ website are better that they have customization. I believe the picture quality looks the same as Bell programs on TV, although it’s nominal 720P instead of 1080P. Bell caps all programs not watched on TV, even HD programs won’t have the best quality. Or you can subscribe Discovery+, cause it has this show without any TV pug and the PQ is 1080P.

[captionwatcher]

Thanks. I had forgotten about ctv.ca. The cc works, but as you say, the picture is lower quality. I guess it's always a tradeoff (but it shouldn't be, if BellTV would just fix that captioning bug). I don't understand your suggestion of Discovery+, though. Isn't that just for documentary and reality TV?

[AlexS]

Ooops I mixed it up. Should be paramount Plus.

[StittsvilleGreg · Accepted solution]

Hi Patricia, I have completed a factory reset and reinstalled the apps and closed captioning is now working. Thank you, this thread can now be closed.

Gregory