Contributor
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122 Messages
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.
traylo13
Visitor
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2 Messages
3 years ago
I too am having this issue and I'm in Westmont, IL. I've rebooted, refreshed, unplugged the modem and dvr and my smart resume still stops 30 to 1 minute before commercials end.
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Audiomixer
Contributor
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45 Messages
3 years ago
I have been dealing with Comcast for several days now with this issue. They've troubleshooted my box and then finally told me that "that's the way it's suppose to work; 30 seconds before the program starts in case it begins earlier". I told them that it wasn't initially set up that way and worked perfectly before. I've decided to just shut it off because it's more annoying now than anything else.
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dcfox
Contributor
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387 Messages
3 years ago
How did we get through watching TV before Smart Resume.
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user_469b52
Visitor
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1 Message
3 years ago
Vancouver, WA, same problem. Has Xfinity finally acknowledged that this is a system-wide problem, or are they still treating it as (many) individual user problems?
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dubsea
Visitor
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1 Message
3 years ago
I'm in Seattle having the Smart Resume problem. Please add me to the list.
Edited (private information)
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girafgal
Visitor
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1 Message
3 years ago
has anyone else noticed that the time on the DVR box and the time on the guide shown on the tv screen are off by the amount the smart resume is off? Could that be connected? I must admit it is strange comcast wont do something about this annoying problem!
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user_92e336
Visitor
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12 Messages
3 years ago
My wife and I live in Puyallup, WA. We have been having this EXACT problem for several months now. This is not isolated, and is clearly affecting people everywhere throughout the Pacific NW. We had a technician come to the house a week ago, and he decided that it must be the 4K DVR we were using, and replaced it with a regular HD DVR. This did NOT fix the problem, and now I can't watch 4K programming anymore. Smart Resume is still not working correctly on every show and every channel. Additionally, the recordings on the DVR are ALL off by 30 seconds to a minute, such that they start early and finish before the final "next time on" segment a the end of the shows. The only way we've been able to watch a show all the way to the complete end is to record the follow-on show as well, so we can catch it at the very beginning of that next recording. We have powered on and off, toggled, reset and done every other conceivable thing to fix this problem, and nothing has worked. Out internet is fine. Our landline phone and alarm are fine. We pay entirely too much money for cable to have this problem go unresolved, and calling in to phone support is completely useless. I don't need any more "signals sent" to my box or instructions to "turn it off and turn it back on again." I would like someone to please respond with an actual, viable solution to this problem. If I didn't have a landline, internet and security bundled into my cable service, I would have cancelled my subscription long ago in favor of satellite TV. I don't want to sacrifice the programming and convenience of cable, but I'm at my wits' end. Someone who has some inside information - PLEASE respond with an answer. Thank you.
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margene1636
Contributor
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106 Messages
3 years ago
We are having the same problem with Smart Resume. We are also having a problem with programs freezing. Sometimes about every 30 seconds. And last night we were watching a recording and the DVR switched over to live tv completely on its own.
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margene1636
Contributor
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106 Messages
3 years ago
Lynnwood, Wa....Having the same problems as everyone else. Did the same troubleshooting tricks as everyone else. It seems to me it is like the X1 clock is out of whack and starts recording programs 45-60 seconds too soon.
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pamm2
Contributor
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60 Messages
3 years ago
In addition to smart resume timing being off and lag time between remote control action request (pressing a button like FF or REW) and dvr response, we’re encountering the appearance of an error message popping up in the middle of shows that says:
“PLEASE TRY AGAIN LATER: Due to a technical issue, we can’t access this program right now.”
It happens about 3-4 times a day. It doesn’t happen when we’re accessing the start of a show; it happens in the middle of whatever we’re watching. Typically network tv (baseball and football). We simply press the exit button and it returns us to whatever we were watching. The program doesn’t freeze; it continues behind the error message. It’s happening more frequently.
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Pilotouno
Frequent Visitor
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9 Messages
3 years ago
All this time I thought it was just me. I’ve changed out my DVR twice over the last month thinking it would fix this ANNOYING issue but alas it has not. I’ve been a Comcast customer for over 28 years but for the first time I’m considering other options. I really don’t think anyone at Comcast is working on this problem. If they were serious about it they would have found a solution by now.
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Philbaby
Contributor
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42 Messages
3 years ago
Same issue here in Bonney Lake, WA. Same trouble shooting, still no fix. My daughter in South Hill Puyallup has the same issue. My first thought was, Xfinity is doing this on purpose so they can sell that last minute of advertising for more money. Having read many of these comments, I now firmly believe that is the case. The original post for this is almost a month old and no fix coming from Xfinity pretty well confirms that.
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user_a197b8
Visitor
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2 Messages
3 years ago
I’m having the same issue as everyone else. Have tried all the suggestions shown above, but it still starts about 30 seconds before it should.
I’m located in Seattle (98109).
I’d appreciate some help.
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MAPrunner06
Regular Visitor
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5 Messages
3 years ago
I have been having the same issue here in Auburn since October 1! Same as everyone else has mentioned here.
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JP98683
Visitor
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32 Messages
3 years ago
Good afternoon everyone! Just wanted to provide an update concerning the Smart Resume not working thread. I sent an email to Tom Karinshak who is the Executive Vice President and Chief Customer Experience Officer, Comcast Cable. Today, I got a call from a young lady named Cassandra indicating that she has been asked to follow up on this issue. I provided her with all the information that all of us have previously provided. In the end, she set up an appointment on 11/4/21 for a technician to come out and look at the problem first hand. I explained that I had performed numerous resets and even replaced the X1 box twice to no avail but if they wanted to waste their time sending out a technician so be it. My theory (and what I explained to Cassandra) is that during the last major software update (which I believe to have occurred around September 21st) that the code was changed regarding the timing of when Smart Resume starts and ends. This change resulted in the problem we're all experiencing. Xfinity keeps trying to throw hardware at the issue but in my mind, the issue is with the software. Until someone goes there, the problem will never be resolved. I'll let everyone know if a get any positive results.
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