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dharth
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Visitor

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2 Messages

Saturday, October 14th, 2023 3:33 PM

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Smart resume is still not synced to commercials

Hello

I’ve read about the problems with the Xfinity smart resume not syncing with the commercials. The problem is that they were 6-7 months ago. I’ve been affected as well. So what is Xfinity doing about this? It seems like they really don’t care about the issue. 

Question

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Updated 

6 months ago

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XfinityThomasC

Official Employee

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1.8K Messages

11 months ago

Hello, @dharth We really apologize for the inconvenience. We’re aware of the issue and are working to fix it, but there is no estimated time of resolution. We would like to collect some details that could assist in resolving this issue. Could you please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

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user_a70e61

Contributor

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25 Messages

11 months ago

Same issue. Did the recommended troubleshooting including total refresh (2X). Nothing changed. Smart Resume resumes to playing another two or three commercials or (~20 to 30 seconds after it should have resumed [edit all caps] program!).  And yes with me too it is cutting of the last/end time of the program. Doesn’t matter channel or program. Come on Comcast this is a known issue for months [edit all caps]!

(edited)

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dharth

Visitor

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2 Messages

@user_a70e61​ have you noticed that if you fast forward to get to the program, sometimes it lets you. Other times, especially pharma commercials, it will bounce back. You have to let it play for a few seconds ( and hear their name!) before it lets you fast forward. Just saying….

11 months ago

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XfinityJustinC

Official Employee

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893 Messages

Hello, @user_a70e61. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place in regard to the Smart Resume playback issue. We are aware of the issue, and our dedicated engineer experts are working to get this fully resolved. Currently, there isn't an ETA, but we will definitely provide the information when it becomes available. 

 

We are still gathering specific information from customers with equipment serial numbers, and programming (program name, date and time aired, season number, episode number) where issues are happening. Any recordings you would want to keep for 90 days. I would be happy to get this information and forward it over to our product engineer. Since we would be discussing information we don't want in our public conversation, please send a direct message to continue: 

 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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

11 months ago

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user_a70e61

Contributor

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25 Messages

6 months ago

Five months since it was acknowledged - see above from XfinityJustinC - "We are aware of the issue, and our dedicated engineer experts are working to get this fully resolved. Currently, there isn't an ETA, but we will definitely provide the information when it becomes available."  It is still broken and at times even worse!  This is unacceptable Comcast! FIVE MONTHS!!!!!!!!

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user_a70e61

Contributor

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25 Messages

6 months ago

All it's gotten even worse! Now as I try to move past the ~20 sec / 2 or 3 additional commercials it stops and goes back and loops through what I just fast forwarded through sometimes 2 or 3 times! HELLO COMCAST!!!!!????  

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