Closed Captions not correct on CBS SD channel

Discussion in 'TiVo Help Center' started by JKR123, May 15, 2019 at 3:58 PM.

  1. JKR123

    JKR123 New Member

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    Feb 10, 2019
    My closed captioning is incorrect on my SD channel for CBS, but it shows correctly on the HD version of the channel. (This happens for all morning and evening shows that I have checked so far.) Does anyone know how to get this corrected? I tape my shows on the SD channels to save on disk space so I need the SD channel to be correct, not just the HD channel.

    I reported this to TIVO support months ago and was told they were working on resolving the issue. Today when I called them about it, they suggested that I call the CBS Captioning and Video Description department at 212-975-7917. I called that number and I got a recorded message giving this number to call - 212-975-5858. When I called the 2nd number I got a recording saying to leave a detailed message with specific information, some of which I didn't have handy. When I called the number again, it just rang with no answer.

    The strange thing is that all of the words in the CC boxes seem to be stretched, with letters duplicated making them about twice as long as they should be, and some words don't display at all at the end of the lines, as if the caption box isn't long enough. For example,

    "Leave their three year old" displays as

    "Leleavave e ththeir eir ththr" and

    "in a strange cab" displays as

    "inin a a strstranange".
    (I got this from this week's Bull episode.) :)

    I have my Closed Caption preferences set to CC1 for standard and DTVCC1 for digital captions, as suggested by TIVO support. The rest of my CC options are either set to default or none. Is there some CC setting that I need to modify?

    Has anyone else encountered this, and if so, how did you get it corrected?
     
  2. JKR123

    JKR123 New Member

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    Feb 10, 2019
    I meant to mention that the Closed Captioning is showing correctly on my CBS SD channel through my Charter Spectrum cable boxes, so I was thinking it must be getting messed up by an option somewhere in my TIVO settings screen.
     
  3. Mikeguy

    Mikeguy Well-Known Member

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    I will get garbled words approaching that on the "Heroes and Icons" channel, in episodes of the various "Star Trek" episodes. But it's only sporadic. I've never understood the cause, as it doesn't seem to be simply typos. it's "garbles."
     
  4. astrohip

    astrohip Well-Known Raconteur TCF Club

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    Before we dig too deeply, try a couple things that have worked for me in the past:

    You have BOTH standard & digital captions set. Try setting one of them (either one) to "none", and leave the other alone. See if that makes a difference. If not, flip it. Turn it back on, and set the other one off.

    I have found that having both set to on sometimes causes conflicts within the caption display that can lead to jumbles.

    Let me know...
     
  5. JKR123

    JKR123 New Member

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    Feb 10, 2019
    Thanks for the suggestion, however, I tried turning only the standard option on and then only the digital option on but neither made a difference. (I even rebooted after making the changes.)

    I am confused as to why TIVO support doesn't think this is their issue to resolve when my stand alone cable boxes display the CC for that channel correctly. I even called Charter Spectrum to see if they could assist but they are sending me back to TIVO support for this issue. And how can me contacting a department at CBS possibly resolve this issue, unless this is impacting everyone else in my area? Maybe others are impacted but just haven't reported it? I'm so confused. But it is mostly my parents who are confused since they rely heavily on the closed captioning and a majority of the shows they watch seem to be on CBS. :(
     
    Last edited: May 15, 2019 at 11:34 PM
  6. astrohip

    astrohip Well-Known Raconteur TCF Club

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    The cause is almost certainly a bad or weak signal. The captions are not coming thru cleanly. I've had that exact issue before, where the display looks like what you describe. The problem is it's not bad enough for total failure, as evidenced by the Charter box working.

    You can try contacting your local CBS affiliate. There will be a caption contact at the bottom of the web page (either main, or contact us page). Tell them what's happening, and ask that they check their caption signal on the SD channel, and see if it's okay to them. I wouldn't tell them that Charter works. If they try to offload the problem to anyone else (TiVo, Charter, etc), explain that every other channel is fine, and continue to push for them to check. It's something their engineer has to do. They're required by the FCC to transmit captions, and usually take these things seriously, and make every effort to work on them.

    Other than that, there's not much you can do. Back when I had this issue, it was either on SD channels (for some reason they are more sensitive to this), or a conflict between digital & analog caption streams. Which has mostly been eliminated these days.

    Good luck!
     
    Mikeguy likes this.
  7. JKR123

    JKR123 New Member

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    Thanks so much for all of the information that you provided. I will call my local CBS contact for CC now that I understand better how this works and what to ask them to check.
     
    Last edited: May 16, 2019 at 10:44 AM
  8. JKR123

    JKR123 New Member

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    I just got off the phone with the chief engineer at my local CBS affiliate and explained to him what is happening. He explained that they only broadcast in HD (high definition) so my cable provider (Charter Spectrum) is converting what they send into SD (standard definition), so Charter needs to address this. He said he would reach out to his contact at Charter to get this resolved for me, hopefully within a few hours, and then he would call me back with an update to make sure that my issue had been resolved.
     
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  9. astrohip

    astrohip Well-Known Raconteur TCF Club

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    That is an AMAZING response. I'm thrilled that he (the engineer) would take ownership of the problem like that. I will add, every time I've had a caption problem and turned to the local affiliate, the response has been amazing. It's great they take caption problems so seriously. I once had the engineer at the local Fox affiliate (KRIV 26 Houston) literally making some changes, then calling me to ask how it looked.

    I'll add this to my info bank of caption experiences. For the next time...

    PS: You're a good son, your parents thank you!
     
  10. Mikeguy

    Mikeguy Well-Known Member

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    Could you elaborate on this? For example, I get my broadcasting via OTA. Does that mean that the weather and the distance, which affect my OTA reception, likewise can affect the captioning?
     
  11. astrohip

    astrohip Well-Known Raconteur TCF Club

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    The captions are encoded in the video stream. Like any image, if a few pixels are lost, or the signal misses a frame or two (I'm mangling technology, but work with me here :rolleyes:), you still see the image, never realizing that a small percent of it was missing. It's like when you get a brief, split-second pixellation on the TV, it doesn't keep you from seeing the rest of it.

    But if the encoding for the captions is screwed up, it can mess up the display of them, and with so little to work with, it can lead to scrambled words, double characters, or missing two characters at a time (captions are sent for some odd reason in pairs of letters, that's why it's not uncommon for two letters to be missing from a word). I will say it's not near as common as it used to be (messed up captions), so either transmission quality has improved, or digital captions have made a difference.
     
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  12. JKR123

    JKR123 New Member

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    Well, my celebration was short-lived. I didn't hear back from the CBS engineer so I contacted Charter Spectrum for an update. The person I spoke to at Charter today checked with an engineer on their side and he explained that they are not doing anything with closed captioning (CC) via the cable cards. It has something to do with the cable cards being high definition (or not high definition) only and that they do not provide a two-way signal. So, for me to get CC when I am utilizing a cable card, it either has to be coming from the TV itself or from another device like a TIVO box. So, in this case he instructed me to contact TIVO, yet again.

    So, back to square one.

    I contacted TIVO and I asked for a supervisor this time. Now I get a different story. She tells me this particular issue was labeled as an outage affecting many customers but this was logged as being fixed. I asked her what the fix was, hoping that I didn't have my CC settings quite right, but she didn't have any details regarding the fix. (They never have details when I ask about closed cases. Why don't they have them readily available for the next person that calls in with that same issue???) Anyway, she is escalating my issue to an "offline specialist ". She said to give them 3 to 5 days to get back to me with a resolution.
     
  13. astrohip

    astrohip Well-Known Raconteur TCF Club

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    Houston/Bren...
    :(
     

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