Closed Captioning

Closed Captioning

What is Closed Captioning?

Closed Captioning is an assistive technology that allows persons with hearing disabilities to access television programming. Closed captioning displays the audio portion of programming as text superimposed over the video, transcribing dialogue narration and sound effects for most television programming and movies. For a television receiver to display closed captions, it must use a set-top box decoder or contain integrated decoder circuity.

How do I turn Closed Captioning on or off?

You can control closed captioning through your television remote control.

If you have a Pace DVR set-top box:

  1. Put your set-top box into User Settings mode.
  2. Press the Up or Down Arrow Button on your remote control under the front panel shows “CC”. On the Pace User Settings Menu, Closed Captions is highlighted when “CC” is on the front panel.
  3. Press the Right Arrow Button on your remote control. The Closed Captions menu appears on your TV screen. The current Closed Captions (CC) setting, either “ON” or “OFF” is highlighted on the menu.
  4. If you want to change the setting, press the OK/Select Button on your remote control and the setting changes.
  5. Press the Left Arrow Button. The front panel shows “CC” again and the Pace User Settings menu reappears

If you have a Motorola DVR set-top box and want to change Closed Captions’ appearance:

  1. In Closed Captions Menu, press the Down Button on your remote control to highlight “Configure Captions,” then press “OK/Select”. The Configure Captions menu will appear.
  2. Use the Up and Down Arrows to highlight each option in turn. Use the “OK/Select” Button to choose the setting you want (the setting changes each time you press OK/Select).
  3. If you wish to reset all the Closed Caption settings to their default values (mainly Auto), press the Down Arrow Button to highlight “Reset to Defaults” on the menu, then press “OK/Select”.
  4. When you have made all of the changes you want, press the Left Arrow Button twice to redisplay the Pace User Settings menu.

If you have a digital HD converter box:

  1. Press Menu Button.
  2. Press Up Arrow Button one time to Settings.
  3. Press Right Arrow Button once to show Setting Menu.
  4. Press Down Arrow Button once to “Closed Captioning”.
  5. Press Right Arrow Button once to see “Closed Captioning Menu”.
  6. To turn Closed Captioning On, press “Ok” Button and Check Mark will appear next to “On”.
  7. To turn Closed Captioning Off, press Down Arrow Button once and Check Mark will appear next to “Off”.
  8. Press Left Arrow three times to exit “Menus” and return to programming.

Otherwise, if you have basic cable, please consult your user manual for instructions to turn on/off closed captioning.

If you are still having issues, please contact us at 1.855.FOR.VYVE.

What should I do if I am experiencing issues with Closed Captioning?

  1. Press Menu Button.
  2. Press Up Arrow Button one time to Settings.
  3. Press Right Arrow Button once to show Setting Menu.
  4. Press Down Arrow Button once to “Closed Captioning”.
  5. Press Right Arrow Button once to see “Closed Captioning Menu”.
  6. To turn Closed Captioning On, press “Ok” Button and Check Mark will appear next to “On”.
  7. To turn Closed Captioning Off, press Down Arrow Button once and Check Mark will appear next to “Off”.
  8. Press Left Arrow three times to exit “Menus” and return to programming.

Otherwise, if you have basic cable, please consult your user manual for instructions to turn on/off closed captioning.

If you are still having issues, please contact us at 1.855.FOR.VYVE.

Immediate Concerns

Immediate closed captioning concerns should be directed to our customer support representatives by calling 1.855.FOR.VYVE.

Formal Complaints

If you have a formal complaint about closed captioning for which you would like a formal response, please begin an official complaint process by writing to our designated closed captioning representative at:

Vyve Broadband, LLC
Four International Drive
Suite 330
Rye Brook, New York 10573

Attention: Marie Censoplano, Senior Vice President & General Counsel
Email: closedcaptioningissues@vyvebb.com
Fax: (914) 234-8363

Your closed captioning complaint must be received by us within sixty (60) days of the occurrence of the closed captioning problem and must include the following:

  1. your name, address, email address, phone number and other contact information such as a videophone or TTY number;
  2. the affected television channel number, call sign and network;
  3. the date and time when you experienced the captioning problem;
  4. the name of the program or show with the captioning problem;
  5. a detailed description of the captioning problem; and
  6. the applicable FCC rule violated by the captioning problem and specific evidence of such rule violation.

We have thirty (30) days to respond in writing to your complaint if all of the information required in 1-6 above is provided to us in writing at the address set forth above.

Formal complaints sent to Vyve regarding programming by a television broadcast station or other programming for which we are exempt from closed captioning responsibility will be forwarded by our representative within seven (7) days of receipt to the entity responsible for closed captioning of the programming at issue. If applicable, our representative will notify you and the FCC that it has forwarded the complaint.

For questions about previously submitted written concerns, call 1 (914) 234-8313.

NOTE: This number should ONLY be used in connection with written closed captioning correspondence already on file with Vyve. Immediate closed captioning concerns should be directed to your local Vyve office.

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