Smart Resume - Atlanta CBS Station issues

For a while, none of my CBS recordings from our ATL station (WUPA) show the Smart Resume markers. All the other major networks -- ABC, NBC, and FOX -- DO show Smart Resume and it works fine on those recordings. I've been through all the Level 1 troubleshooting with Xfinity Support but I suspect the problem is not with my cable box but with the feed it receives from Comcast since Smart Resume DOES work, just not on my only CBS HD channel.

I suspect someone hasn't completed the backend switchover to the new CBS station (WUPA) but in any case, I would just like this resolved. If you have any questions or need more info, please let me know. Thanks!

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XfinityAbel

Official Employee

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544 Messages

2 days ago

@CaptRandy thanks for taking the time to post on our Xfinity Community Forums page. I know it can be frustrating when a feature is not working as expected especially when it is a one off situation like this, where only CBS seems to be affected. I appreciate you letting us know you've done some troubleshooting, to avoid repeating steps you've already tried, can you share the troubleshooting steps you've taken so far?

CaptRandy

Frequent Visitor

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12 Messages

Thanks for the reply!

We performed the usual troubleshooting steps when it hasn't been determined if the issue is with my equipment or Xfinity's.

He sent a refresh code to my cable box.
I rebooted my cable box and the issue still remained.
We turned the Smart Resume option off, waited a bit, and turned it back on. Issue still remained.
If anything we did fixed the issue, it wouldn't affect old recordings. So we had to wait for a new set of scheduled recordings.
Last Monday around 2PM, I completely powered down my TV and the X1 cable box, waited, and the powered them back on. At 8PM "FBI" was scheduled to record on CBS. At 10PM "Line of Fire" was scheduled to record on NBC. Both recorded successfully. The next day I checked both recordings: There were Smart Resume markers on the NBC recording, but none on the CBS recording.
I checked the other cable boxes in the house. Same results.
Today I checked other recordings made last night. These are all Prime Time shows in HD on the major networks. The shows recorded on ABC all show the Smart Resume markers. The CBS shows do not. My assumption is if Smart Resume was broken on my end, it would be broken for ALL channels.

That's about all I can think of to test. Can we get an engineer in Atlanta to check on the WUPA feed to make sure it's doing what it is supposed to? If you need any more information or want me to try something else, please let me know. Thanks!

1 day ago

XfinityTonya

Official Employee

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42 Messages

Good evening @CaptRandy

Thank you so much for providing all the details about the troubleshooting you’ve already completed. That information is extremely helpful and gives us a better understanding of what’s happening. At this point, we’ll need to move the conversation over to a Direct Message, so we can access the account, take a closer look from our side, and continue working toward a resolution.

Could you please send our team a direct message with your full name and full address?

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• Press Enter to send it

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1 day ago

CaptRandy

Frequent Visitor

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12 Messages

2 hours ago

Quick update: In DMs, support confirmed my boxes passed all Scout diagnostics, so hardware is ruled out. Waiting for the team to escalate the missing WUPA (CBS) Smart Resume ad-marker profile to Video Engineering.

X1

CaptRandy

Smart Resume - Atlanta CBS Station issues

XfinityAbel

CaptRandy

XfinityTonya

CaptRandy

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