Why is closed captioning missing on all CBS dvr recordings?

I am having this same exact issue which started a few weeks ago.  Has a resolution been found?  My local CBS station is in Charlotte, WBTV.  Happens with the network and local programs on this station and only this station as with the original poster. 

Hello @CraigPSU , we want you to have this situation sorted out as soon as possible.

Issues with closed captions on recordings from specific networks are completely associated with the channel provider. We encourage you to get in touch with CBS so they can further work on this with you.

Thank you.

Camilo, DIRECTV Community Specialist

Camilo, Directtv Commuity Specialist, 

Directtv Stream is my tv provider as well as CraigPSU's.  I would think it is the responsibility of Directtv Stream to insure CBS and its affiliates make closed captioning available to its customers.  I am confident Directtv Stream has more influence with CBS than I do.

Hi Susan,

Are you in the Charlotte area?  If not, then this is not just a local provider problem.  And if a CBS problem it would be affecting all providers, not just Direct TV streaming.  I am going to test on another cable system nearby tomorrow night to see if CBS CC works there.  I agree with you, one of use calling the local station or CBS would not get very far!

Craig

Craig, 

I am in the Tampa area.  If this problem is affecting two different CBS affiliates on this community forum, there are probably more.  I am not convinced this is not a Directtv Stream problem.

Let me know how your test on another cable system turns out.

Susan

Susan, Camilo, and Rafael,

Further testing in my area shows that other providers are able to record CBS shows with closed captioning available.  Also as we are able to watch CBS shows live with closed captioning that shows CBS is providing this.  The issue is that Direct TV is not recording the closed captioning that CBS is providing.    

I understand that this is only happening with some customers makes this somewhat more difficult for Direct TV to find as it is not consistent and may not be able to be duplicated.  I am willing to do whatever I can to assist.  I do have two Direct TV streaming boxes here and if there is a diagnostic that can be loaded on one or both I would be willing to do that.

Also user gostrongs reported the same issue on this forum back in January and I suspect there are more outside of this forum with this problem.

Craig

Hi @CraigPSU we want to work on your closed caption issue, so you can enjoy your favorite programming.

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).

Thank you.

Julisa, DIRECTV community Specialist

Julisa,

Left of the bell icon is directv.com and to the right is my profile icon.  There is no DIRECTV Message Inbox icon.

Craig

CraigPSU,

Your test does indicate this is a Directtv Stream problem.

I, too, am willing to do what is necessary to solve this.  I would think it would behoove Directtv Stream to work with us on this community forum rather than trying to individually direct message us which is hard to find and hard to respond to.  I tried to direct message with Rafael.  I typed my response but it didn't post so that didn't work. 

I emailed the Tampa CBS affiliate.  I'll let you know if I get a response.

Susan

Susan,

I am in contact with Julisa now in direct messaging and our problem is being investigated.  Using this method allows quicker responses and direct access to my account.  It would be better if we could both be involved in the direct  messaging at the same time.  I will keep you informed.

Craig

Good luck.  

Susan,

No luck.  After about 3 hours this is the response which will look sadly familiar:

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Craig, thank you for waiting patiently. After investigating this situation with my back office team, we can confirm that this is something that is only happening with the CBS channel. I suggest you to contact them (CBS), so they can provide you more details about this situation. Julisa, DIRECTV community Specialist

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I replied with:

But only with Direct TV. No one else has an issue with CBS including most of your customers.  That and CC is available when I watch CBS live. Proof that the CC is there in the CBS broadcast.  It is only Direct TV that is not recording it for a few of their customers so not a CBS issue.

Received this back:

We understand your concern and appreciate your feedback. We will pass it along to the specialized team in charge of these features, so they can work on future updates and enhancements for this specific feature.

Julisa, DIRECTV community Specialist

CraigPSU,

Well, great.  Having not received a response to my email to the Tampa CBS affiliate, I called them and had to leave a message.  I'll let you know if they respond.

This has become quite the project!  

Susan