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R.Vicini
Rousing Reactor
Expressive Exchange
Stamp of Approval

Contributor

 • 

83 Messages

Thursday, March 17th, 2022 4:23 AM

Closed

Smart Resume not working correctly (Take Two)

As requested, I am making a new post.

This issue started for us on March 9th.

Smart Resume is misbehaving.

I record a program to watch later.

I start watching recorded program.

When the first segment ends, I fast forward.

Smart Resume stops at the start of the second segment.

But instead of the program, I’m watching about 30 to 40 seconds of commercials.

Now I’m watching the second segment until commercial break.

I fast forward again until Smart Resume stops for the third segment.

But again, I’m watching about 30 to 40 seconds of commercials.

Ok, now you get the point.

This has been happening on every recording that has Smart Resume since March 9th.

I can watch from any box and this happens to all of them.

I even tried recording from other boxes and get the same result.

What I have also noticed is, these programs are also starting recording 30 to 40 seconds earlier as well as stopping recording 30 to 40 seconds earlier. Which is throwing off Smart Resume by the same amount of time.

Now, with that said….

I opened the Xfinity Stream app.

I can stream all these recorded shows from the DVR and guess what? Smart Resume works as expected.

I do not believe this is a Smart Resume issue. 

It is my belief that the ‘system clock’ on these STB’s are off and needs to be adjusted.

Question

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Updated 

3 years ago

4.4K

13

CCDanny

Recognized Contributor

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238 Messages

3 years ago

@R.Vicini I love the Smart Resume option when it is available for programming and I can see how it being off can cause some frustrations. Have you tried any troubleshooting at this time? Unplugging the DVR for 30-seconds and then plugging it back would be the first place to start. This may not help past recordings, but future recordings would be the next ones affected. 

7

R.Vicini

Contributor

 • 

83 Messages

@XfinityDannyB​ most certainly have. I even chatted with Xfinity Support on twitter. And let me tell you, they treated me like I’m a five year old. I ask that you please listen to what I have said. This is not an issue here I’m my home. Many others have similar issues. 
I also had my sister check this. And she is having the same issue. And she’s in a neighboring city. 

3 years ago

CCDanny

Recognized Contributor

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238 Messages

Thank you for letting me know. I know that troubleshooting can seem remedial at times and this is intended to eliminate the most common causes of issues and then work our way forward. We also start at the beginning on each thread on the boards in case someone else is having the same issues and they come across this thread. 

I know you said that your sister is having this same issue in another city is this happening for both of you for all programs or the same program, is it from only certain networks or all, networks. Any specifics that you can add would be so helpful for the community and for us to troubleshoot.

I no longer work for Comcast.

3 years ago

0

R.Vicini

Contributor

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83 Messages

it seems like all recording. But definitely notice it with smart resume programs. 
but like I mentioned, smart resume is perfect when watching recorded programs on your stream app. 

3 years ago

0

CCDanny

Recognized Contributor

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238 Messages

@R.Vicini the Xfinity Stream App information does help narrow it down. I'm going to ask at this time to gather some more specific information from you in a DM.

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

 

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

I no longer work for Comcast.

3 years ago

0

R.Vicini

Contributor

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83 Messages

I’ve sent the message. 

3 years ago

0

shoggins

Regular Visitor

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10 Messages

3 years ago

My smart resume was working yesterday. It is not working since last night. How do I fix this?

10

Mrdfuz

Visitor

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2 Messages

@shoggins​ mine stopped work too.

3 years ago

0

LynnK323

New Poster

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4 Messages

Mine stopped yesterday too.  It's very annoying!!!

3 years ago

zthomas

Regular Visitor

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4 Messages

Mine isn't working either 

3 years ago

0

CCMorgan

Gold Problem Solver

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3.3K Messages

For anyone experiencing this issue currently, please let us know which devices it is happening on what which troubleshooting steps you[ve completed so far.

I no longer work for Comcast

3 years ago

0

Mrdfuz

Visitor

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2 Messages

Smart Resume stopped working on the major broadcast stations about 4 to 5 days ago.  Main box in living. I unplugged, waited 30 seconds, and rebooted. Still does work. Seems a few people are experiencing same issue. Did you push a software update recently?

(edited)

3 years ago

user_6d5584

Visitor

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1 Message

3 years ago

Some of our channels stopped smart resume about a week ago also!

WORKING

ABC seems to be working


NOT WORKING

CBS

Discovery

Smithsonian

National Geographic 

HGTV

0

0

perijon1993

Visitor

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4 Messages

3 years ago

Smart resume not working for me either

5

0

CCJoshua1

Problem Solver

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567 Messages

Thanks for letting us know about the trouble you're having, @perijon1993. If you don't mind me asking, what device are you having trouble on, and have you tried any troubleshooting so far?

I no longer work for Comcast.

3 years ago

0

mbsusan6

Visitor

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2 Messages

Samsung smart tv xfinity modem and DVR, MacBook for late at night. happens on both.

3 years ago

0

XfinityWilliam

Official Employee

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1.2K Messages

Thanks for letting us know @mbsusan6. Please manually unplug the modem and DVR and plug them back in. This will re-sync everything and should do the trick! 

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

3 years ago

0

user_a2340c

Visitor

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1 Message

No this does not work I am having the same issue and i called Xfinity and spent over a good hour following all the same instructions I had just already completed prior to calling. My box is relatively new and that seems to be when it stopped working I believe. I live in Michigan. Nothing the tech told me worked.

PC PX013ANM

X1 TV Box

Living Room 2Serial #[Edit: For your security and privacy, we've removed this information from public view. Please review the Xfinity Forums Guidelines for more information.]

(edited)

3 years ago

0

CCGina

Official Employee

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800 Messages

Thanks for sending all the information, @user_a2340c!

 

I had to remove the serial number since it's specific to your account, but I really appreciate you giving us so much to work with! I know the Smart Resume issue has been going on for awhile, and it's frustrating to not yet have a fix. The more tickets we can get in front of the developers, engineers, etc, the better! Please send us a direct message to get a ticket created, using these instructions: 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/3RGjPeQ

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

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

 • Press Enter to send it

See https://comca.st/3uVkTSc for an example.

 


I no longer work for Comcast.

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

3 years ago

0

mbsusan6

Visitor

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2 Messages

3 years ago

My smart resume is spilling over into a couple commercials longer than it used to. I really hate commercials and the amount of money on Xfinity I'm spending is way too much already for this annoyance to be happening. I watch on my  Samsung TV and use xfinity equipment or my MacBook. Please fix or tell me how to fix myself.

0

keegy2

Visitor

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4 Messages

3 years ago

I live in Olympia, WA, and this has been an issue with us (and others in Olympia) for about a year.  You are right that the system clock is off because I've also had to add extra time at the end of all my recordings to prevent losing the last minute or two of the recording.  A technician came out several months ago on an unrelated problem and told us that this problem is system wide so I don't understand why the "official Xfinity employees" keep asking customers what troubleshooting they have done when it's a system wide problem.  

1

0

CCSelena

Problem Solver

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892 Messages

Hey there @keegy2! Thank you for reaching out here via our Forums page! I am sorry to hear that you are experiencing issues with your Smart Resume. We ask our customer's what troubleshooting steps they have taken to avoid repeated action on our end.

 

If you need further assistance, please send us a DM. 

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

 

 

I no longer work for Comcast.

3 years ago

0

eastmoreland

Contributor

 • 

127 Messages

3 years ago

I started what turned out to be a long thread about this subject last OCTOBER.  Somebody, not me, closed that thread.  However, the problem still exists.  I don't know why the other thread was closed.

https://forums.xfinity.com/conversations/x1/smart-resume-not-working-correctly/6159f35adc872674e0fb05c4?page=9

0

Paula47

Contributor

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34 Messages

3 years ago

I also started recently having issues with the Smart Resume feature, but only on a couple of the channels that have this feature - ABC and CW. Smart Resume works for me on all the other channels that offer this feature.

7

CCLamont

Problem Solver

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519 Messages

Hey, @Paula47 I would love to help and investigate the TV troubles. Can you tell me about any troubleshooting steps you've completed. 

I no longer work for Comcast.

3 years ago

0

Paula47

Contributor

 • 

34 Messages

@XfinityLamont​, sorry for the delay in responding. I just checked this thread when I got a notification that a couple of users posted to the thread today. I never got a notification when you posted.

I unplugged my DVR, waited and plugged it back in. Smart Resume is still not working on two networks only - ABC and CW. It works on all the other networks that offer Smart Resume. I also checked my second DVR and the Xfinity Stream app on my iPad, and Smart Resume doesn’t work for those two networks on those two devices either.

​ 

3 years ago

0

XfinityRichard

Official Employee

 • 

1.8K Messages

Hi there, @Paula47 I'm very sorry for the inconvenience you are going through, and I appreciate the time you are taking out of your day.  I know how frustrating it can be when your equipment and services aren't working as designed. To begin, can you please send a Direct Message with your name and service address? I look forward to working with you today! 

 

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

3 years ago

0

Paula47

Contributor

 • 

34 Messages

@XfinityRichard​ sorry again for the delay in responding. For some reason, I'm not getting an email notification that there has been a response to this thread. I have contacted Xfinity Support as you have suggested. Hopefully, I will be notified when someone responds there in case I forget to check in.

3 years ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

Hi, @Paula47! Thanks for reaching back out to us on this thread. I do see that the direct message you sent us. We will continue in assisting you from there. Talk to you soon! 😀

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

3 years ago

0

wallyg33

Visitor

 • 

4 Messages

3 years ago

I've been having this problem for over a month. I rebooted the system and modem to no avail?

0

user_743208

Visitor

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1 Message

3 years ago

I’m not seeing any answers here that actually fix the problem? I have shows that used to have smart resume work and now they don’t and it seems like for no reason. I have rebooted my system more times than I can count as well. What can we do??!

1

XfinityKassie

Official Employee

 • 

1.7K Messages

@user_743208 Good afternoon! Thank you for reaching out to our Community Forums Team for assistance. To be honest, there is not one solution to resolve this issue. We will need to take a look into your box settings, the specific shows you are experiencing the issue with, and in some cases issue a ticket to have it looked into further. I would be happy to assist you in getting in the right direction today, as I know how frustrating it can be when your equipment and services aren't working as designed. To begin, can you please send a Direct Message with your name, and service address? I look forward to working with you today! 

 

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

3 years ago

0

wallyg33

Visitor

 • 

4 Messages

3 years ago

I'm still frustrated with the same problem! Surely someone at Xfinity could come up with an answer for us!

0

Paula47

Contributor

 • 

34 Messages

3 years ago

In case it helps anyone else, I want to share what was told to me in my chat sessions with Xfinity Support over the last few days regarding my issues with Smart Resume. As I noted in my prior posts, Smart Resume is currently not working for me on ABC and CW only; it still works on NBC, CBS, Fox, Bravo, HGTV, Discovery, MTV and TLC. After going through some troubleshooting steps with Xfinity Support, most of which I had already done before contacting them, this is what I was told over the course of the last few days.

Several representatives in the chat said that Smart Resume is only set up for *top* shows on NBC, ABC, CBS, FOX, CW, Bravo, HGTV, Discovery, MTV and TLC and can only be used on *eligible* HD programs that are recorded. I told them that, when Smart Resume first rolled out, it worked for all *prime time* HD programs on specific networks. I asked if they could point out where I can find a list of *top* shows and *eligible* HD programs or, in the alternative, what defines a *top* show and an *eligible* HD program? They were unable to give me that information.

I was also told by several of the representatives that sometimes Smart Resume is not available because the network has a contract with the advertisement companies to advertise their commercials. Because of that, there are times the network will not allow the Smart Resume to be an option because they want TV watchers to see the advertisements. Basically, they told me that Xfinity has no control on how or when the networks will allow the Smart Resume to be an option.

Fortunately, I can still fast forward through the commercials; it just won’t be as easy or convenient.

0

eastmoreland

Contributor

 • 

127 Messages

3 years ago

If you see the yellow interspersed with the blue in the progress bar, then Smart Resume should work for that show.  I, like you, have always seen the prime-time shows on those channels set up for Smart Resume, with only the live events, such as sporting events or live Dancing with the Stars type shows (though I never watch those, so I don't know) being the exceptions.  My problem has always been that the Smart Resume has gotten dumb; that is, didn't resume at the appropriate place.  

However, today for the first time, I watched a complete program on my iPad (Battlebots on Discovery) and Smart Resume worked PERFECTLY.  Even more than perfectly, in that I just hit the 30-second skip control and it advanced all the way though the commercials to the resumption of the programming.  If it would only work that well on the DVR box.

0

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