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Wednesday, September 27th, 2023 4:44 PM

smart resume don't work

my smart resume worked just fine until july 12, 2023 when my whole system went down and they replaced my splitter.  after that when you fast foward commercials it stops on the blue bar, but there are 3 more commercials before the program starts.  this happens now on all channels.  had 2 techs out and say that's just how it works or say just stop fast resume!  if you watch previous recorded programs (before july 12) they work like they're supposed to, smart resume works.  this is very frustrating and if i don't get a solution soon, i'm writing to headquarters.

Official Employee

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463 Messages

2 months ago

Hello @user_8dd6cc, thank you for taking the time to reach out on social media.  I understand your concern with the smart resume, and I'd like the opportunity to check into that for you. 
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

3 Messages

thanks for helping.  i tried almost everything i could think of.  i rebooted dvr, stop/start smart resume, cancelled all recordings and reprogramed them.  one of my programs worked right for 3 days and then it was back to not working again.  i still think this problem has gone on way to long without a resolution.  why does it work for some users?

Official Employee

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348 Messages

Hello! We are always happy to help! I see we were working with you via private message, and we were waiting on your response there. Please check out our message and let us know if you would like to continue. Thanks! 

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3 Messages

2 months ago

same old story..engineers are working on issue.  they’ve been working on it over a year!  still no resolution……

Contributor

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898 Messages

2 months ago

mine of always off by 30 seconds - i wonder if a restart or a refresh on the dvr box would help

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