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3 Messages

Mon, Apr 6, 2020 10:32 PM

Close captioning on Genie

I am 63 years old extremely hard of hearing. I can't wear my hearing aides while watching TV due to reverberation. I watch using closed captioning. For the past few weeks, on and mostly off, my Genie is only showing half of the dialog. I've read everything I can find regarding this issue and I believe it's a known issue. I have done everything to attempt to resolve the problem to no avail. This is only a problem on the Genie DVR, not the 2 remote units or the other 3 HR22 receivers I own in my house and RV. Today I spent 45 minutes on hold only to be disconnected when someone finally came online to help. I then spent another 30 minutes on hold and finally was connected to a representative. He told me, sorry..He's unaware of any problem. I asked what that meant. I was told their wasn't any problems he could find regarding closed captioning, so their wasn't anything he could do to help me. I asked what I needed to do to resolve the problem and I swear I must of ask him personal questions about his family! He got rude and said... He'd send the problem to "Broadcasting" wow....this is the kind of service I would expect from AT&T, not DirectV....oh wait... that's right it is AT&T-Directv now. I have no idea what I'm suppose to do now. I have my RV setup with a Directv satellite system so I'd hate to have to switch to Dish. I'm also physically handy capped and spend most of my day in the bedroom in front of the TV. The Genie is in the bedroom because I can record 6 shows at the same time. I guess Directv doesn't care about losing customers or they would train their employees better...or is this the new AT&T training?

Responses

goldw1800

ACE - Professor

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1.6K Messages

2 months ago

Does it happen on all channels? or just the one you are trying to watch.

If that is the case I suggest you try different channels -to see -if that makes a difference -then -that would make it a station (channel) number program issue.

Does it happen no matter which type of CC you use -CC or DirectvCC?

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New Member

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3 Messages

@goldw1800

It happens on all channels on the Genie DVR. I also have a Roku setup on the same TV. When I switch to my Roku, it works fine. The info on Genie is: Model HR44-500 Serial D33HJ3LL110431 I have tried all "Service" settings, 1-6, I'm only able to see any captioning on service 1, which is the setting I have used for years. I've changed size, font, color, background... basically any and all settings with no change. Who are you? do you work for Directv or someone that cares?

goldw1800

ACE - Professor

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1.6K Messages

No - I'm someone like you -just trying to see if I can help Go to menu- Settings- info and test--genie info- and What Is the Current Software you are using?

Also -I would Suggest you DO a Menu-Search (TYPE) clearmybox --Then Search all --Your Genie will Reboot and when the TV picture Returns -Test your CC again.

Let everyone know here if anything changes

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

OK...software : 0x12dc,Tue 12/3,12:53a

You must have a big S on your shirt!!!

It's working great again. I truly appreciate your help SuperMan. I don't understand why the CS at Directv couldn't or wouldn't help me with this. You my friend are truly a great person. As I mentioned, due to my physical disabilities, I spend most of my time in bed watching TV. The past few weeks kind'a sucked because of this issue... I feel like a a** Hole saying that considering what the world is going through, but it's true.

Thank you so much for your help,

Cheers,

HMc

New Member

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2 Messages

So I have CC on most of my stations on my Bravia TV, but not on news stations. I used to have them on every channel. I cannot FIND the remote. Is there anything I can do? I am willing to buy a universal remote if needed. I am hard of hearing too and depend on CC. Thanks for your help. I called DirectTV and they said to go to settings and make sure CC was turned on, It was. Strange that it doesn't work on FOX, Fox Business, OANN and NewsMax.

(edited)

nabukl

ACE - Professor

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3.1K Messages

@clanMccurry, the reps HAVE to follow a stupid troubleshooting script word for word line for line and clearmybox would never be in that script because you know it actually fixes things. I HATED following scripts because I knew how to fix things on my own.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
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Juniper

ACE - Expert

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20.1K Messages

Well previously DirecTV agents had some sort of troubleshooting flow to follow, but didn't have to do it word for word. And if they could jump to a solution sooner, or try something outside of that, then no fuss no muss.

But since AT&T acquired them, I wouldn't be surprised if now they have to follow troubleshooting to a much stricter level now. With strict adherence to the rules vs flexibility, they do lean towards the former with good intentions.

But a stem without flexibility will become brittle and break. So I hope they adjust as needed.

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New Member

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2 Messages

@nabukl Maybe you can help me. I have CC on most of my stations on my Bravia TV, but not on news stations. I used to have them on every channel. I cannot FIND the remote. Is there anything I can do? I am willing to buy a universal remote if needed. I am hard of hearing too and depend on CC. Thanks for your help. I called DirectTV and they said to go to settings and make sure CC was turned on, It was. Strange that it doesn't work on FOX, Fox Business, OANN and NewsMax.

Thank you in advance.

nabukl

ACE - Professor

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3.1K Messages

@Kmleibee45, have you tried cc on the tv itself? It çould also be that those channels don't support cc

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.