Visitor
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1 Message
Is Smart Resume not working properly or is it working as designed?
My Smart resume has stopped just shy of 1 or 2 commercials. Forcing us to watch them. It's as if it was designed to play them (similar to streaming apps that play ads you can't skip). Troubleshooting steps followed [no different than the numerous people who already posted about this nuisance.]
-restarting modem and/or box
-signal refreshes
-replacing box
-replacing modem
At this point it appears to be working as it's designed to do. Like I stated earlier- the same ads being forced to play are some of the same insurance ads you can't skip on other Streaming apps. The other commercials are Network related (think "The Voice" when watching a recorded show on NBC. It started sporadically over the year- to now just an every fast forward process.
Hlbrink51
Visitor
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4 Messages
2 years ago
If Xfinity really reads these messages they would know it's a system wide problem. It's been going on for many many months. I agree with the comments above. Either fix the problem or remove it. There is nothing we as users can do to resolve the problem. There is nothing that we can try or do to fix it. Xfinity it's on your end system wide. Fix it or remove it!! It's so bad it's just a joke to even leave the commercial marks there.
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user_81876a
Visitor
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2 Messages
2 years ago
It’s a shame Xfinity doesn’t care enough to fix the problem
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user_562bc4
Visitor
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1 Message
2 years ago
Add me to the list of customers experiencing the Smart Resume forcing me to watch 1-2 commercials before show resumes.
I too have to extend my end time for recordings 3-5 minutes to get the entire show.
Is Xfinity any closer to addressing the issue or even acknowledging the issue exists?
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RedKayaks
Visitor
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2 Messages
2 years ago
April 26, 2023. This has been an issue in our home since at least early JANUARY 2023. We tolerated it for months, thinking someone at Comcast was tweaking the programming on the platform and it would be fixed at any time. The last thing I wanted to do was to begin engaging with Comcast over a long time suck to no where.
So I waited. On Thursday, March 16th, I finally called. Somehow my call was directed into customer retention. "Elaina" opened a ticked and promised to get back to me in 48 hours.. I never heard from her again.
Elaina had suggested that the issue might be hardware related, so I decided to start replacing boxes. I swapped out the 4K box and the other larger box on our primary TV. While doing that, the store tech suggested replacing my internet modem might solve the problem if nothing else worked.
The new TV boxes did not solve the problem. Next step: replace the cable modem.
So, I returned to the store again where I learned there were additional charges (* ! *) on my account for the short time it took them to get me a new 4K box and for me to return the non
4k loaner. Nice time to be 'nickle and diming' me. My negative feedback for that visit resulted in a phone message that I returned but was never called because the manager was 'tied up.'
So I replaced the Internet Modem. More time, more effort, more disruptions to my work from home day.
Surprise! That didn't fix the problem either.
So I set up a service call. Another journey that required navigating Comcast chat that led to disconnected calls and, mysteriously, a call from support in Singapore that they could fix my problem from there. I asked how they could swap another box that I had asked to be replaced without coming to my house before I terminated the call.
The tech spent over an hour here on a Sunday morning. He said he was unaware of this issue and suggested it was isolated to a few 'network nodes.'
His only suggestion was to turn Smart Resume on and off to reset it. I've tried that a number of times and it hasn't worked.
Bottom line: This is an issue that multiple Comcast Staff are blissfully unaware of. How can that be? In this case, all hardware been replaced. I've had a tech in my house to check everything to make sure things are working within spec. Multiple contacts with Comcast. Time churn. Busy work. Extra charges! No solution.
They wonder why people keep cutting the cable.
Clearly, this issue exists and has not received the attention it needs at Comcast corporate. Nor has the existence of this problem been shared with staff.
This was something that was working perfect but is now broken.
Why? When will it be fixed? Why is it not a priority?
It has been suggested that attention be directed to this issue through social media platforms like Next Door, Facebook, Twitter and others.
If someone is looking for a new hobby, please have at it!
Please copy the links here so we can all respond and share. Thank you.
(edited)
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user_0ec31e
Visitor
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6 Messages
2 years ago
I’m having the same problem with smart resume. I tried everything as you did. No luck. I also called Xfinity. No help. Their online help was a sick joke and didn’t address the problem. It appears this is an intentional effort on Xfinity‘s part. They’re ruining my TV experience.
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shoggins
Regular Visitor
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10 Messages
2 years ago
Mine has been doing the same thing. It stops a full minute before the program continues. This is unacceptable!
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RedKayaks
Visitor
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2 Messages
2 years ago
Is is and one would expect that it would be prioritized to be diagnosed and fixed quickly. Sadly, I’m told that isn’t the case and we will need to tolerate this issue through the end of this year or longer.
I encourage you to continue to escalate to Comcast and your local cable governing contacts.
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