Closed captioning appearing on Rogers related commercials

[edhovanec]

Why are closed captions appearing on- screen during commercials, not regular programming?

When watching CNN, all CBC TV spots promoting "Still Standing" and the "Drake" detective series show closed captioning. Recently, it has started during spots promoting HBO and Rogers content. I have not enabled closed captioning, furthermore captioning does not appear in any other commercials. 

The common thread, it seems, is Rogers. Is this a setting that is controlled by the 4K set-top box, or is it an arbitrary decision made by Rogers to affect all Canadian commercials?

**Labels Added**

[RogersYasmine]

Hello @edhovanec!

Thank you for being a part of our Rogers Community Forums and congratulations on your very first post! 

That does seem a bit odd that the closed captioning would only be appearing on certain networks and during  specific commercials, and only while certain programs are airing. I can't say I've ever heard of such an occurrence or experienced it myself! If you can please provide us with a few more details, perhaps the Community can chime in if they've had any similar experiences:

- What city/province are you located in?

- When did this issue first begin happening?

- Do you have any other cable TV boxes and are they having the same issue when on the same channels, and in the same places during the feed?

We look forward to your response! 😊

RogersLaura

[edhovanec]

1. London, Ontario

2. About three to four weeks ago.

3. One 4K PVR box, one Nextbox 3.0. Both boxes show the exact same behaviour.

Under the direction of another Rogers Tech support advisor, I enabled and disabled closed captioning, and functionality was as before, with no change in the problematic condition.

I have video of the issue appearing on at least 6 different commercials, all Canadian promotions, all seemingly Rogers' transmissions.

[pmgaffney]

I'm seeing the same thing. Watching Home Life Network (HLN), a CBC Promo commercial for CBC shows are captioned but show isn't and I have caption turned off in the settings.

[toolcubed]

Same here. Vaughan, Ontario. Rogers-related commercials are close-captioned automatically without me turning CC on.

[Lurker]

This has happened before.

While I can't find anything promoting it, I think it's some sort of awareness campaign for the month of September. CBC is involved, as is Rogers and their ads.

[edhovanec]

Then as an awareness campaign, this effort is an abject failure. None of the Rogers representatives I've contacted are aware of the existence of this issue, and consequently can't offer a solution. Far from creating a positive attitude toward their initiative, the executors of this effort have created frustration and confusion.

[linrse]

Why is closed captioning appearing on 33 cnn advertising portion. I have called Rogers 3 times and either they dint know anything about it or they say it has been fixed.

[Debinacorms]

We have recently been experiencing the same issue with any advertisements for CBC programming. We are in Midland, ON

[edhovanec]

So Rogers thinks this is all better. To wit:

Hello,

We wanted to let you know we've fixed the problem with your Rogers Cable Television Service that you told us about on09/24/2018.

If you keep having this problem, please get in touch with us at www.support.rogers.com and mention case number C136774198.

Thank you for choosing Rogers.

And just try to respond using the supplied address. This is what comes up: "www.support.rogers.com does not appear to be a valid email address. Verify the address and try again."

Even substututing an @ for the period between "support" and "rogers" doesn't work.

[57]

@edhovanec : The link in your quoted part of the post works just fine for me.  Make sure you've not blocked pop-ups, or are using any extensions like adblockers, etc in your browser.

The link that you provided in your text has "9c" at the front and will not work.  If you remove the 9c, you should have the www address properly.

[edhovanec]

The only reason there is a 9c at the front is that I inserted a double quote mark to indicate this came from Rogers. I copy and pasted from the original Rogers message  and repeatedly, the alert message came up.

[57]

@edhovanec : The original link works fine for me and takes me to a chat popup.  I'm not sure why it doesn't work for you. Have you tried a different browser, or Chrome Incognito, making sure not to have active extensions or pop-ups blocked.

Perhaps you can use the appropriate contact us link:

https://www.rogers.com/consumer/support/contactus

[edhovanec]

If you re-read my post, you'll see the alert states this is not a "valid E-MAIL address." I had no indication the information given by Rogers was not an e-mail address, so copied and pasted it into an e-mail form.

I could been hoping that this was the case and not directions to a chat site, because I have absolutely no desire to subject myself to that mind-numbing frustration anymore.

[57]

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@edhovanec wrote:

... so copied and pasted it into an e-mail form.

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Rogers hasn't corresponded via e-mail in several years. The various ways of contact are available in the contact us link that I provided, which indicates chat, FB, Twitter, posts and PMs here on the forum, along with specific phone numbers, etc.

[edhovanec]

Not going to get distracted and career off into the weeds about feedback platforms and processes. Prefer not to use FB and especially Twitter. Rogers E-MAILS me to inform me about Community Mailer updates, so they absolutely communicate in that fashion.

Let's get back to the subject of my post, -- closed captioning. Rogers claims the problem is solved, when clearly it's not. I don't need to tell them that, they can see it for themselves. 

[57]

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@edhovanec wrote:

Rogers E-MAILS me to inform me about Community Mailer updates, so they absolutely communicate in that fashion.

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Yeah, they send e-mails, but they don't correspond that way for customer service issues, which is what we're talking about here.  Yes, they know about the issue and they should be able to fix it without further effort on your part.  I do find that if you use the "share a concern" link, they will usually either fix the issue or get back to you via phone.

https://www.rogers.com/consumer/contactus/share-a-concern (below live chat)

I don't use Twitter or FB either, but I mentioned them because some people do.

I don't watch commercials, so the fact that there are CC on them wouldn't really bother most people.  Yeah, it's not right, but is it really something worth getting upset about?

[edhovanec]

Are you lecturing me?

[OLDYELLR]

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@edhovanec wrote:

Not going to get distracted and career off into the weeds about feedback platforms and processes. Prefer not to use FB and especially Twitter. Rogers E-MAILS me to inform me about Community Mailer updates, so they absolutely communicate in that fashion

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I'm on Facebook and don't blame you for not succumbing to it. It's a huge time waster. Twitter is even worse, which is why I don't do that. I truly deplore Rogers' abandoning email as a mode of communication.

[57]

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@edhovanec wrote:

Are you lecturing me?

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No, sorry if I came across that way.  I hope your issue is soon resolved.

[stevefahie]

That support link is not an email address, it's a live chat web page.

I'm getting the same thing lately, closed captioning as described.  I hope some of the Rogers support people actually watch TV using Rogers, maybe they'd see some of the same issues that customers see, and be able to respond with some degree of awareness.  I'd even appreciate them acknowledging a problem, and admitting they don't have an answer yet.