Smart Resume Known Issue

@XfinityChristy I am trying to get an update about when Smart Resume will be fixed. Its been years and it still is not working properly. We kept being told on here that it was being worked on but nothing has changed and no update on the many threads about it on the forums. Its such a great feature but has been broken for far too long. It resumes 30-40 seconds too early and on all programs/channels where the feature is available. Xfinity might as well take the feature away. You have no idea how frustrating it is. Turning the feature off and back on does nothing. Rebooting/restarting does nothing. Using a new remote does nothing. Its widely known that the feature is broken. Is there anything new that is being worked on to fix it and thanks in advance for any info you can offer.

This post was created from this reply on different post

Responses

XfinitySara

Official Employee

•

1.7K Messages

7 months ago

Hey there, @TerriB! Thanks for taking the time to inquire about the Smart Resume issue on another user's post. We've converted your comment into its own post in order to properly address your concern. Looking for the latest information we have, it appears you're right about it being a known issue for some time now. I found some directions we can take to report your particular device(s) and program information to the investigating party. To do this, we'll need to discuss some account specifics, so could you please send our team a direct message to get started?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

user_czzqip

1 Message

5 months ago

Most (if not all) of the responses I have seen on the forums here have to do with using the Xfinity box. What about those of us who are experiencing the same issue when streaming online from a browser? For me, the first time I use the 30 second skip, I see the on screen "Smart Resume" indicator, but I have only forwarded 30 seconds. After that, I never see the Smart Resume message again. I am asking because I have not seen any proposed solutions that do not involve the Xfinity remote, which does not apply here.

XfinityGabriel

Official Employee

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2.2K Messages

user_czzqip, Hi there! Thanks for taking the time out of your day to visit our forums page. As someone who streams online from the XFINITY Stream portal and app, I can understand the importance of having the Smart Resume feature working correctly to skip those commercials. I am so sorry to hear about this experience. You've come to the right expert team over social media. We are a dedicated group of specialists who are dedicated to helping with solutions. For those streaming, there is a known issue impacting X1 set-top box users and online streamers at this time. We offer our sincerest apologies for the inconvenience this has caused. Have you checked if the Smart Resume feature is still turned on in the settings?

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5 months ago

X1

TerriB

Smart Resume Known Issue

XfinitySara

user_czzqip

XfinityGabriel

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