TItle says it - the close captions (CC) for the deaf are useless on HBO.
why? Who knows since HBO never responds to viewer email.
Next stop CRTC.
Good morning folks
I tested the CC after your note and found it greatly improved but still problematic. (CC Text would be delayed making it look like John said what Jane just said and vice versa.)
Knowing technical fixes need a shakedown period I waited before posting.
I'm (very) happy to say things are looking - literally & figuratively - excellent now. Fully readable CC text is now synced with speech.
Kudos Shaw for getting this done.
Hi pcryan, hopefully you'll see some improvement to the captions offered with HBO content. Unfortunately there's little that we can do as the captions come from the broadcaster directly, but you may have some recourse with the CRTC. They have regulations, but perhaps only for Canadian content.
HBO Canada is Canadian content though... kind of sort of, more so than an American station is
Interestingly CC are fine on SD. it's only on HD are they garbled and missing.
That's interesting pcryan - perhaps we can investigate this further then.
Could you let me know what specific model of digital box you have?
Here you go model Dcx3400-m
Issue is also discussed at
Thanks very much!
Thanks for the info pcryan - I'll also share this discussion with one of our Community Guru's mark_vse and we'll see what we can find out further on this.
One last idiocracy - CC are fine when show is played HD via Shaw on demand.
Thanks, appreciate the added information, that is good to know.
Could you post a screenshot of what you are seeing? And of what your DCX3400 CC settings are set to?
Also, which city are you located in?
HBO HD looks fine at this end with CC enabled:
Also, the Digital Home link seems to point to a discussion regarding another provider and is dated 2010.
Here is a screenshot and CC setting. Thanks!
Thanks, could i trouble you for one more screenshot? Of the "Additional Closed Caption Settings >>>"
Smile - I just updated my post with that then you posted.
Sorry for missing the obvious first time.
Perfect, thank you.
Update - I have managed to replicate what you are experiencing. I had to give it some more time while watching and I did notice that some words were missing from the Closed Captioning. I will check in to this further with our video team and see if we can find out where this needs to be repaired.
Edit: One other thing I forgot to ask is do you see this more prevalent on specific shows or does the issue present itself all the time?
sadly most HBO shows I want to watch. Broadwalk Empire, Newsroom are two examples. Both are unwatchable in HD.
thanks for your hanging In there!
Update on this issue, I have had a ticket created by our Video Operations team for this and they are now going to investigate further. I'll keep you posted on what I hear back.
Newsroom season 2 aired in it's entirely yesterday and CC were unreadable.
I checked back in with our video operations team and it looks like that this is an issue that they have seen other reports of as well and there is currently an ongoing investigation in to this. We don't currently have a solution to this at this time, the issue seems to affect certain hardware models only. I'll keep you posted if there are any further updates on this issue.
So when can one expect this ongoing investigation to bear some actual progress?
It's unacceptable to charge us for unusable service.
I do apologize for the inconvenience this issue is causing you, we have not received any further updates on this issue but I have asked them for an update to see if any progress has been made. I will update you in this thread once I hear back (weekday).
Another week without response or resolution.
Good morning pcryan
Sorry that you haven't heard anything from us for a while. I just sent off an email to [shaw]ali to see if he has any new information.
Sorry for the late reply, the issue is still under investigation. They have identified what is causing the problem and are looking at possible solutions. We will update the thread again once we have new information to share.
Still no fix!
Apologies to the Rolling Stones
It is the evening of the day
I sit and watch the HBO play
Smiling faces I can see
But not for me
I sit and watch
As HBO go by
My riches can't buy everything
I want to read the children words
All I see is the garbled text
About rain falling on the ground
I sit and watch the Game of Thrones play
Doin' things I used to do
They think are new
As HBO goes by
Thanks for that, I always appreciate when a little humor is injected into situations where patience is obviously wearing then
The problem which we've identified affecting CC on some HBO programs (should be affecting some programs only, but annoying nonetheless if those are the programs you're watching) looks like it will require the migration of some of our backend equipment. That changeover is already planned and the wheels are in motion but we can't provide you with a confirmed ETA yet. We'll be sure to update the thread when we have concrete info to share.
Any updates on this? paying premium $$ to watch HBO and not have working subtitles seems a bit ridiculous.
I have noted 2 shows (I am sure there are more) in which every type of CC configuration renders unreadable subtitles, the most recent shows are True Blood and The Knick.
Nope - Shaw makes "gee we are so sorry" and "I'll get someone to look into this" noises and promises "back end infrastructure is being updated" blah blah blah - but nothing ever changes.
FWIW - I watch such shows on Shaw on Demand as CC are usually fine there. They are crap when played live.
Hi pcryan thank you very much for your suggestion, i just loaded up "The Knick" Season 1 Episode 2 from Shaw on Demand and the Closed Captions work!!! this is great news. It was pretty hard to understand what the actors are saying in this show with the english accents I almost gave up on this show, thanks for the work-around.
It's been some time, for sure. I'll get in touch with the teams we're working with on this and see if I can get an update for you. Glad you found a workaround through VOD for The Knick ldc.
yeah well - whatever - i've pretty much written off Shaw's technical team quite some time ago,
Good timing, we've got an update for you now. We've made some equipment changes on our side which should take care of the problem on HBO. Would you be able to test this to see if you're seeing any issues with closed captioning on this channel?
Will test over the next few days. Thanks for the update.
Glad to hear pcryan!
Ali | Shaw Community Moderator
Thinking of Sunday's season premiere of The Newsroom ...
Preflight checklists typically number between 57 and 90 items.
Depending on surgery a pre surgical checklist and have over 80 items.
In the spirit of excellence in performance can I suggest to Shaw a checklist?
1 - Right show - Right time
2 - Right episode
3 - Video / sound checked
4 - CLOSE CAPTIONS TURNED ON
If I understand correctly, there were no closed captions at all on The Newsroom on Sunday? If that's the case, then did you happen to notice any other issues with closed captions on any other channels at that time? The captions are embedded within the broadcast and so are not manually inserted by Shaw.
What I would recommend is that you check the next broadcast to see if captions are missing entirely, or if perhaps there are captions, but they're not showing up properly or you're only seeing the caption boxes with no text.
Correct - no close captions whatsoever. All other Shaw channels fine.
Respectfully Shaw's internal processes should "check the next broadcast to see if captions are missing entirely, or if perhaps there."
It would be a cold day in hell before I ask a customer to run quality control tests on my work. (Teasing here.)
If my issues with HBO / Shaw and close captions were idiosyncratic and non repeatable I would understand your suggestion. But to date they are common amongst all Shaw/ HBO viewers.
Thanks for the details on that.
I had a chance to run a search through any recent issues and I did find that there was a ticket open yesterday regarding closed captions on HBO, but the problem has since been corrected. It looks like it was resolved around 3 hours after we received reports.
Sorry for the lack of captions yesterday pcryan, but the problem should be fixed now. Let us know if you run into any other issues with this.
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