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LeeSoFL
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417 Messages

Monday, October 9th, 2023 12:32 PM

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All Things ARE FORTY SECONDS OFF - also explains Smart Resume Issue

I'm finding that ALL programs and DVR recordings are FORTY SECONDS OFF.  For example, ABCNews World News Tonight, begins at exactly 6:30, but when you're watching live, it starts at 6:30:40, forty seconds behind the actual broadcast.  The recording info still shows it's going to be recorded for 30 minutes, but the program ends at 6:59:20, losing the last 40 seconds.

Interesting TOO that the Smart Resume issue  also involves a time difference of 40 seconds, meaning when you fast forward with Smart Resume, it returns to "play" with 40 seconds of commercials remaining.  (Also, most programs get the last 40 seconds cut off.)

Comcast saying it's a known issue is wearing thin, since it is now OVER A YEAR AGO that (CASH PAYING) customers started reporting the SR time offset problem.

I am convinced there is a problem with the Comcast Master Clock that is at the heart of this 40 second "time shift" problem.

Having a "known issue," and not having it corrected a year later, is pathetic!

Question

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Updated 

10 months ago

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XfinityGabriel

Official Employee

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1.9K Messages

1 year ago

Hi @LeeSoFL! Thanks for spending your time to reach out to XFINITY over our Forums page and for patiently waiting for a response. I love the Smart Resume feature when watching my recorded sports events so I can relate to the inconvenience that this known issue has caused you. I am sorry to learn about this experience with the delayed solution and that we have made you feel this way. You've come to the right place for help. We will do everything within our power to rectify this. To get started, would you mind confirming if you are experiencing this issue on more than one set top box?

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LeeSoFL

Contributor

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417 Messages

Yes, there are four XG1-V4 boxes here, and three at my friend's house here in Florida and three in another friend's house in NJ.

If it's a know issue, pretty much system wide, I don't understand the need to make it seem like an issue at my house.  

The FORTY SECOND lag for all channels when the show starts (in the real world) still takes forty seconds before it hits my box.  There is some issue with your master clock's integration into the system.  

Solve that problem and I bet the SMART RESUME feature, pretty much hobbled for the last year, will be closer to getting rectified.

But the answer is still, yes on all four boxes here in Wellington, FL.

(edited)

1 year ago

XfinityBillie

Official Employee

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2.8K Messages

@LeeSoFL Thank you for confirming that for me. We'll need to get some account specific information in order to look into this further. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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LeeSoFL

Contributor

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417 Messages

Okay, that was just done at 5:34 PM EDT, Oct 11, 2023

(edited)

1 year ago

0

WA425

1 Message

@LeeSoFL​ 

Did they ever fix your issue? We have had the exact same issue, with our previous dvr hardware as well as with our current/updated hardware. 

10 months ago

al0923

Visitor

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2 Messages

10 months ago

Same issue here in Delray Beach Florida for a year or so too!

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al0923

Visitor

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2 Messages

10 months ago

So that is great. You take this offline on this thread so no one else with the exact same issue have no idea if there is a fix!

Please respond to me about this.

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LeeSoFL

Contributor

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417 Messages

For almost a year, I've gone back and forth with Comcast chat reps, and it's a different person every time.  They fail to grasp that there is something RELATED TO THE 40 TO 50 SECOND DELAY IN THE SMART RESUME FEATURE AND ALSO THAT THEIR PROGRAMS START 40 TO 50 SECONDS OFF.

Read segments of the text exchange below.  It ran from Oct 2023 until I was fed up getting nothing done last week, Jan 2024.

(edited)

10 months ago

LeeSoFL

Contributor

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417 Messages

Their comment about delayed live TV was a full copy and paste from Wikipedia. 

10 months ago

0

XfinityDilary

Official Employee

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1.8K Messages

I'm sorry to hear you are experiencing a similar issue, @al0923. To confirm, is this happening on all programing? Or just during the fast-forward feature with your DVR recordings? What troubleshooting steps have you taken so far? Did you try rebooting your DVR box manually or through the Xfinity App? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

LeeSoFL

Contributor

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417 Messages

10 months ago

Any wonder their place in customer service is NUMBER ONE,.... the worst.

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XfinityXanadu

Official Employee

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300 Messages

I know this isn't the news you want to hear but at this time the delay is still a known issue our engineers are aware of. There is no ETR as the work is ongoing.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

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