Smart Resume not working correctly

@dcfox​ what is the 30 second skip??

@user_56b02b

It is not an "equipment" issue, but a software issue that needs to get addressed for older boxes. 

I’ve been struggling with this for over a year now.  Phone and on-line techs didn’t even know what the feature was/is.   I did have some success by exchanging my box, but that was temporary.  I exchanged the box again and it worked for one day.  In addition, since it was a refurbished box, I started getting recordings for shows I’ve never watched.   I exchanged my box again, no luck.  I’ve given up.  For the cost it seems like Comcast could make some effort to correct.  Very frustrating.  

@XfinityEthan  Thanks for responding.  I recorded a few programs last night and all of them had the same issue.  It didn't seem to be TV network specific, since I had the same issue on NBC, ABC, and FOX programs.  In all cases, the Smart Resume feature resumes between 30 and 45 seconds ahead of where it should.  I've had issues in the past where one particular program got all screwed up with the resume window all out of whack, but the current issue has been consistent on every recording for the past week or so, all of them off by about the same amount.

Thanks for the details. I checked your area and premise signals and the only issue I can find is there is a signal out of spec with the upstream power. Do you notice anything else such as slow response Tv box/guide or any home internet issues? 

I haven't noticed any home internet issues.  But there are slow response issues with the TV box lately.  When watching recorded programs, skipping ahead causes the picture to freeze for a moment (not the audio, just the picture) before it skips to where it is supposed to go.  I use the 30-second skip feature when watching college football games I have recorded.  i.e. Watch a play, skip 30 seconds, watch the next play, skip, etc.  If the teams get to the line of scrimmage slowly enough, you can see every play of the game in less than 60 minutes.  But lately, skipping ahead causes this video freeze for a second or two, which is frustrating and often causes me to miss the start of the play.  This is particularly noticeable and worse (more delay) if the end of the game is still being recorded when I start the playback.   This problem is also something that only started lately.

There are also occasional box freezes where nothing happens when you try to do something, like go to the list of recordings.  Waiting a while (a minute or two) usually fixes things.  But pressing more buttons usually causes the box to display a message (can't remember exact language) effectively saying "wait a minute" with three dots bouncing around, or occasionally "you don't have internet," which isn't true because the internet is still working.

We certainly appreciate this information. We will want to take a deeper dive into the box and the signal to see if anything stands out to us. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

I’ve got the same timing issue with Smart Resume that eastmoreland eloquently stated.  It’s not limited to one channel or program; it happens on all recordings in which smart resume appears.  It’s been happening for about 3 months.  I usually mumble under my breath and use the remote to ‘manually’ fast forward the 1-2 minutes into the blue part of the bar graph that Smart Resume thinks is programming but is actually still tv ads.  I’ve unplugged and reset and changed batteries, to no avail.  And to answer the question you asked eastmoreland, yes, we have noticed significant lag/response delay when pressing any button on the remote.  Again, it’s not channel specific. The lag time between pressing a button on the remote or speaking a command into the remote and getting the DVR to respond is anywhere from 2 to several seconds.

@DB98372 

It is not an "equipment" issue, but a software issue that needs to get addressed for older boxes. 

@JP98683 I live in Portland, OR, so that makes sense if our whole region is experiencing the same problem.  @XfinityMichaelC asked me to message my info to Support so that they could look into the problem further.  But I haven't heard anything back from them yet.  And I don't think the problem is fixed yet, though I haven't watched a new recording today (too busy with baseball playoffs).

We'd be happy to continue investigating, @eastmoreland. When you have a moment, please check the recordings and let us know if there's any change on your end. 

I’m in Portland as well.  Just FYI.

@XfinityChe No change on my recordings.  The newer ones still exhibit the same issue.  

@eastmoreland​ I’m in Houston, Tx and can assure you it is not only your area but ours as well. I believe it is a software issue in the Smart Resume fix and as someone noted earlier probably caused during an update

Thus far Xfinity has not responded to a cause or solution of the issue.  One thing I did do was go into settings and toggle the smart resume (i.e. turn it off and then back on).  This seemed to help on some more recent recordings but I can't tell for sure if it actually fixed anything.  I may have just been viewing a program where the issue wasn't as pronounced.  I'll wait a while to see if the toggle actually resolved anything.  My suspicion is that Xfinity did an update to their software and it threw off the timing on the smart resume feature.  This issue only surfaced about 2 to 3 months ago on my system.

Thank you so much @JP98683 for letting us know these details! If you are still running into this issue after you get a chance to check please send us a message so I can help!

To send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I toggled the Smart Resume feature.  I also did a System Refresh.  Neither of these things seemed to affect the problem.  But what I don't know is whether a solution to the problem will correct already recorded programs, or just programs that get recorded after a fix is put in place. 

Recorded programs would not be corrected unfortunately, only new recordings. Are you able to test out a new recording? 

New recordings still have the same problem.  

Hi user_b2c747, it sounds like you're having some RF signal issues that needs to be resolved. The good thing is you've come to the right place for assistance. Please send us a private message with your full name and street address so and we can look into this for you. 

Same problem in Nine Mile Falls WA.  How do I get  help to fix this?

Hey there, what troubleshooting steps have you already taken to resolve this?

We had this smart resume issue. We swapped out our Xfinity box and the problem went away. 

Problem came back. Box switch DID NOT WORK after all. I spoke too soon. 

Hello everyone and thank you for reaching out to us via our forums. Having issues with your Smart Resume or any feature with your X1 TV would be frustrating and never something we want any of our family to deal with. I know if I was having issues with my service I would be reaching out too! 

You have come to the correct place for help. By any chance have you done any self troubleshooting with our wonderful Xfinity App, restarted your equipment or any other steps to try and resolve this issue? 

I’ve toggled smart resume, done a system refresh, rebooted…nothing has changed the issue on new recordings.

Hi, XfinityPeterH - yes, to-wit: (1) battery changes in remotes (although batteries were still at 60% & 78% respectively); (2) performed system restarts and system refreshes, although not through the Xfinity app. Why would using the app to restart/refresh make a difference?; (3) actually unplugged both DVRs from their outlets, waited for a few minutes, then plugged them back in.  
RESULTS: System restart/refresh doesn’t affect the smart resume timing problem of resuming about 30 seconds to a couple of minutes too early.  So it ‘resumes’ during a commercial so that I’m forced to manually fast forward that couple of minutes to the point where the ad ends and the tv show begins. Toggling the smart resume off and on in the settings options does nothing.

Restart/refresh does seem to make both DVRs more responsive to their remotes for a few hours.  In other words, the lag time between pressing a button on the remote and seeing the DVR respond to that command is not as long after a system restart or refresh. The shorter lag time is only temporary, and within a few days it’s back up to a few seconds of delay.  Aggravating to be sure, but I/we appreciate your willingness to help!

Hello @user_86c368, thank you for reaching out to us on our community forums. Providing what steps you've already tried really helps us too! Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") 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 having the same issue.  I've been to the Xfinity store and updated all my hardware and done several whole system refreshes through the cell phone app.  No luck.  Your help would be much appreciated!! How can I DM you?

Hi @Laurie! Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

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!

Hello @sluzynsk. Thank you for taking the time to reach out to us through Forums and letting us know you're experiencing issues with the Smart Resume feature. Have you done any troubleshooting steps to attempt and get this resolved? 

@sluzynsk​ Ditto!   In Atlanta area.

Hi, @user_f296fd, thank you for letting us know you are also experiencing an issues with your Smart Resume. Have you gone through any troubleshooting listed above or through our Xfinity apps? If so, have you seen any changes?

Hi b_laker, thank you for providing such great details about your experience. This sounds like an isolated issue with certain accounts, so I would like to take a further step to look into this for you. To get the ball rolling could you end us a private message with your full name and street address? 

sounds to me like NOT isolated - I'm in Vancouver, WA - same issue - sounds localized to this region - I repeat NOT isolated - please have someone look into this

Exactly the same problems others are reporting here in Salem, OR.  I am not interested in wasting MY time trying your guesses as to what a solution to this problem might be as I have not read any posts that indicate any proposed solutions have thus far worked.  Let us know when you actually have a viable solution.

We appreciate your feedback, @user_56e731! We are aware of the issue and it is currently being worked on. As soon as we have an update we will communicate it. We thank you for your patience with us while we work towards a resolution.