eastmoreland's profile

Contributor

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71 Messages

Sun, Oct 3, 2021 6:15 PM

Smart Resume not working correctly

For the last week or so on my X1, the Smart Resume feature has started to resume too soon.  That is, when a commercial starts and I hit fast forward, the fast forwarding stops somewhere between 30 seconds and 90 seconds before the program starts playing again.  So I'm forced to watch at least one commercial before the program starts, unless I manually skip or fast-forward through them.

When I look at the blue and yellow bar indicating where the smart resume window is in the programming stream, it actually looks like the whole smart resume window is skewed about 30-90 seconds early.  That is, the yellow part starts before the commercials start, and the yellow part ends before the commercials end.

Anyone else notice this problem?  I haven't actually reported this to Xfinity Support, but I hope someone might be monitoring this and could address this if it is a general problem.

Visitor

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3 Messages

1 m ago

I’m in Lake Stevens, WA and having the same issue as the original poster stated for about two weeks. But I’ve also noticed that programs are starting early and getting cut off at the end by about a minute….this never used to happen. I know you can end a recording up to three minutes late but on most of my shows I’ve never needed to do that. It’s like the whole recording is off by about a minute from the start which throws off the smart resume. It happens on all channels that allow smart resume and it happens whether I’m recording a show before or after another show on the same station. I’ve turned smart resume off because it’s basically useless now but I also have to go back and pad all of my recordings at the end as well. Xfinity really needs to figure this out.

Contributor

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71 Messages

@user_86c368 Some, but not all of my smart-resume recordings have had that problem too.  It's almost as if Xfinity's whole timer is off by 45 seconds or so.

Contributor

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71 Messages

1 m ago

I had an Xfinity tech over at the house today because one of the Xfinity support people monitoring this thread looked at my system and said my "levels" were off and maybe that was the cause of the problem.  Turns out my levels were off because of a bad splitter, which was replaced.  I haven't had a chance to play with anything yet or record new programs, so I don't know whether the tech visit caused any improvement in the performance of my system.  However, the tech said that what he did wouldn't fix the smart resume problem, that it was a back end problem, and that they were working on it.

Regular Visitor

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3 Messages

1 m ago

I am so glad I looked this up, I’ve been having the problem for about a month or so now. It happens with every recording. Xfinity must know this is happening by now. Please fix!!

New Poster

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3 Messages

1 m ago

Same issue here, how many people need to write it in here before you acknowledge the issue and find a solution???

Visitor

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1 Message

1 m ago

We're also having the exact same problem  (in Seattle) 

XfinityChe

Official Employee

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6.2K Messages

Hello @user_693ca5! Thanks for letting us know you're also affecting by this issue. I know how frustrating this can be. I love using the Smart Resume feature to get through some of those commercials. Can you please verify which network you're viewing when you notice this happening? 

 

From what I can tell, "Smart Resume isn't available for all programs and networks. Right now, Smart Resume is only available for top shows on NBC, ABC, CBS, FOX, CW, Bravo, HGTV, Discovery, MTV and TLC. It can only be used on eligible HD programs you recorded after January 1, 2019. We’re actively working on increasing the programs and networks Smart Resume is available on. And remember, Smart Resume isn't available on SD recordings." 

 

You can find more FAQ' about smart resume here

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New Poster

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5 Messages

That’s all well and good, but the stations that do have smart resume are all messed up—have been for several months now. 

Official Employee

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256 Messages

@jrsemrau, thank you for letting us know. We appreciate you intake and sharing your experience. I would like to look further into this issue with your account. Please send us a direct message with your full name and service address.

Here's the detailed steps to direct message us: 

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 • Click the "Peer to peer chat" icon (upper right corner of this page)

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 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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 • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

@XfinityChe 

you’re ignoring the problem that everyone on this board is discussing. What about the problems with Smart Resume?

Visitor

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1 Message

1 m ago

Same issues. Smart resume ends 1-2 commercials early.  Tried to fast forward again.  Takes me back to the same location

still 2 commercials early Live in Olympia WA

New Poster

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5 Messages

@user_98cd81 I had a Comcast tech out for this very problem, and he said he couldn’t fix it and he thinks it’s a way to get more commercials viewed.  This is very annoying.  How can we get through to Comcast?  

Visitor

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3 Messages

I don’t buy that. It might make sense if smart resume resumed at the start of a commercial or two but it resumes randomly and in the middle of a commercial sometimes. It seems more like an overall timing issue. That tech was guessing.

Official Employee

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296 Messages

I love using Smart Resume to skip through commercials so I'd be frustrated if it wasn't working, @user_86c368! Please send me a DM so I can take a closer look at what's causing this and help you towards a resolution.

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.
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Contributor

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70 Messages

This does not seem to be an individual issue but more like area or system wide.

Visitor

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1 Message

1 m ago

Same problem in the greater Portland, Oregon area with Smart Resume returning too early and showing a portion of the commercials before returning to the program. It used to work great but now it's badly broken and quite an annoyance... 

Visitor

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1 Message

1 m ago

Same issue here in Everett. The smart resume is out of sync with the commercials. Some of the recordings are cut of before the end of the program. We are still seeing 1 to 2 minutes of commercials when smart resume ends.

Visitor

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1 Message

1 m ago

Same issue in Beaverton Oregon. Tried unplugging X1, resetting X1 from remote and nothing helped. I have not tried toggling the Smart Resume feature, and will give it a try. We've been missing the end of recordings and Smart Resume is having brain farts..... not so Smart anymore. It resumes too early like everyone else in this thread has stated.

Visitor

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3 Messages

How does one toggle the Smart Resume Feature?  What does it do?

XfinityAnna

Official Employee

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371 Messages

Hi @user_ced301! Smart Resume is an awesome feature that lets you fast forward through commercials. When you start to fast-forward, you’ll automatically be returned to where the show picks up once the break’s over. If you would like more information regarding this feature, please follow this link https://comca.st/30L3AqK.

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

Contributor

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71 Messages

When the tech came to my house last week, he claimed the Smart Resume issue was a back end problem.  That is, nothing to do with our boxes, and everything to do with their own systems.  However, nothing has happened since then to fix the problem.  How hard can this be?

Official Employee

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383 Messages

u/eastmoreland If the issues are still present, you can follow up with us in our ongoing Modmail conversation. We will do everything we can to help. 

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

Contributor

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71 Messages

@XfinityVianney If by "modmail" you mean the chat conversation that we were having, then I just posted a comment saying that the issue has not been resolved.  It's a back end problem, they say.  So there doesn't seem to be anything to do on my end.  I just hope someone is trying to address the issue.

Visitor

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1 Message

1 m ago

I am in Federal Way, Washington and have the same issue. I have tried toggling the smart resume activity, restarted gateway without any benefit and it affects all recordings with smart resume feature. 

Visitor

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2 Messages

1 m ago

I'm having the same problem in Spokane, WA

Visitor

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1 Message

1 m ago

Same issue, last few weeks, also in WA state. Sounds like they know it's an issue, and nothing troubleshooting is going to fix.

Regular Visitor

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11 Messages

1 m ago

I am from Portland Oregon and have had the same problems others are having.  I have gone through 3 new DVR's.  The 1st one worked but we couldn't use Disney with it so returned it for a new one, then that one had the same  problems. So then they sent me a brand new model with no clock in the front it is littler but I didn't care but....  Still the same problem, commercials are not synced with programs and they stop the program before it has ended!!!!  I need to call again but am so tired of dealing with this.

New Poster

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2 Messages

1 m ago

To all of the "Official Xfinity Employees" that are asking for users to contact them, please do not waste our time.  The problem exists across the company, and no user is getting the answer or resolution they are asking for. Personally, I have changed out all the equipment in my home and the issue still exists.  There is an approximate 30-37 second shortage in the commercial skip programming every commercial break.  As has been reported by your technicians, this is a backend problem and the answer would most likely be best solved by adjusting the programming of the smart resume program itself.  This problem will not be corrected until action is taken by the company as it does not appear to be the equipment since the function worked correctly one day, and not the next, and new equipment does not solve the issue.  It is very frustrating and as you can see from all the comments, we, your customers, are very tired of it and fed up with nothing being done to correct it. 

JP98683

Visitor

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21 Messages

@vegasdude123 I second this individual's statements.  I too have traded out the X1 box (twice) and still no joy.  The  people on the phones/chats answer is to replace the hardware.  The backend programmers need to spend some time looking at and resolving the issue.  My suggestion would be to look at the last major update and see what went wrong.  It's about time this issue was resolved!

Contributor

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71 Messages

@vegasdude123 Well said.  What would be nice is if the employees on this thread would go back to the developers and determine if they are actually aware of and working on a fix.  And, if possible, give us a timeline for when a fix will be in place.  Since this problem is not really a major issue (more of an irritant, really), it wouldn't be the end of the world if it took them some time to get to it.  But it would be nice to know that it is something that will be addressed.  I have reported at least one other irritating issue (the DVR doesn't remember a live TV pause if you switch to a recorded program, even though the data stream is still there when you go back), and this hasn't been addressed in literally YEARS.  So I hope we are not complaining about this issue for years to come.

Visitor

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3 Messages

Exactly!  Perhaps it's time to look at other providers.

Visitor

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2 Messages

It's not just the smart resume...there is so much lag in the system that needs to be addressed as well. Nothing will get done until it starts affecting their pocket books so I agree with ced301....time to start looking for another provider or get  the problems out to the public so other choices can be made.

(edited)

Visitor

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1 Message

@vegasdude123 I agree with you and it seems to be in the OR & WA area. I'm in bonney lake also. My thought is they are selling that extra 30-45 secs for extra money since there is no way for us to get around the smart resume without going back to the old FF. It's similar to all the coordinated commercial time outs for sports.

Visitor

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1 Message

1 m ago

Same problem in Spokane Valley, WA

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