New Member
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3 Messages
Closed captio
Recently I obtain direct tv’s Gemini air TV system. My package included the local tv programming. Due to hearing loss I utilize closed captions . I noticed that if I taped and played back the local news Broadcast , closed caption was not there. If I watched the local news live CC was present. Four out of six local news channels plus one PBS channel had no CC on taped programming. I contacted the local action news tv station and was told that the problem is with direct tv not their station. I went back to my local direct tv/at&t store and replicated the exact same scenario. They could not figure out what the problem is. I also tried to replicate the same scenario with a friend who has dIRECTV satellite. CC was present on live and recorded programming. So the problem solely lies with the Gemini air system, and apparently is a direct TV problem only. Any solution to this problem would be greatly appreciated.
Juniper
ACE - Expert
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23.1K Messages
28 days ago
This may be something they have to work on the background, but might be lower priority right now. Even if you were to call customer support it would probably be noted so it could be combined in overall feedback. They might do the same from this public forum. At most, you could submit a BBB complaint regarding the importance of CC carrying over to recordings with the Gemini Air.
That wasn't a DirecTV store as there are no DirecTV stores. Anything but their direct phone contact and website is 3rd party (even AT&T stores as they are separate businesses though used to be under the same umbrella). AT&T no longer owns the DirecTV brand, they sold off their remaining part to the co-owner (transaction to complete later this year).
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DIRECTVhelp
Community Support
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255.2K Messages
28 days ago
Hey @caboomer1. The most closed caption errors originate from programming sources, and since DIRECTV transmits this information directly, we cannot correct them. If closed-caption info is missing or garbled, restarting your device is advised. More info here: Manage DIRECTV closed captioning | DIRECTV Support
If technical assistance is needed, please contact us for troubleshooting: DIRECTV Customer Service - Phone Support & Chat Rhyan, DIRECTV Community Team
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caboomer1
New Member
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3 Messages
28 days ago
As I stated earlier, the local programming station says it’s a direct tv problem. Direct tv says it’s a local tv programming problem. With no one in either site willing to investigate and solve the issue, there is only one solution. Return the Gemini air system back to direct tv (aka AT&T) and do Business with a competitor. Whose cc works on all recorded programming.
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DIRECTVhelp
Community Support
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255.2K Messages
28 days ago
We don't want to see you go. We also have a technical team on standby, ready to help. Sending you a DM now. Rhyan, DIRECTV Community Team
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DIRECTVhelp
Community Support
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255.2K Messages
28 days ago
You've posted sensitive personal information in public. For your protection, please consider removing it. Also, check your inbox for further assistance. Rhyan, DIRECTV Community Team
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Juniper
ACE - Expert
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23.1K Messages
28 days ago
This is a public forum so ANY info posted in a thread is visible to the entire world.
A Direct Message (DM) is a one on one conversation (think like a text message within the forum. As long as it is with the official forum help team, then you can post more specific personal info.
The info might be on just one, or both such as and issue with the feed from one to the other that is fine for CC live but has a glitch with it being recorded. Hopefully the official team can help get a solid answer for you.
Careful, if you got the Gemini Air from DirecTV or AT&T than you may have DirecTV via Internet instead of DIRECTV STREAM. Difference is STREAM is a bring your own device model, but the via Internet version they provide you required equipment with a 24 month service agreement. If the latter, you would be looking at an Early Cancelation Fee (ECF) valued at $20 for each month remaining. I would double check which one you have before canceling.
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