eastmoreland's profile

Contributor

 • 

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

 • 

2 Messages

1 m 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.

Official Employee

 • 

236 Messages

@traylo13 so sorry to hear you are experiencing these troubles with the Smart Resume feature. I know it is so convenient to not have to manually fast forward and it's nice that it will fast forward right to when the show resumes. Is this delayed on every recording? Does this happen on each of your boxes?

 

Also, we ask that you please do not send a direct message unless we ask you. This is also in our Forum Guidelines. For our community Forum to be successful and provide the most assistance we want to attempt to keep all troubleshooting as public as possible to assist any other customers that may be having the same issues. If more information is needed we may ask you to send us a direct message. 

 

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
Audiomixer

Contributor

 • 

31 Messages

1 m 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. 

Visitor

 • 

2 Messages

@Audiomixer  thanks for your update.  It's ridiculous that they can't figure it out.  This is not how it's supposed to work, I have other friends who say theirs works correctly, stopping when the show starts.  I've sent a private message in hopes that this can be fixed to work the way it was intended.

Regular Visitor

 • 

11 Messages

I might have to do shut it off to as I hate missing the last minute of the show.  Yes, I could lengthen it through the settings but you never know what program it is going to cut off.  Everything is random.  I am ready to call again but hate that they go through the same rigamarole every time.

JP98683

Visitor

 • 

21 Messages

My workaround (until Xfinity resolves the issue, if they ever do) is to engage smart resume and when it stops I use voice to fast forward 30 seconds.  Yeah, it's a pain but it's better than having to sit through commercials.  Hopefully, Xfinity to do an update and resolve this issue soon.  It must be costing them a fortune to replace X1 boxes all the time (I've had two replacements with no joy).  We can only hope!

Official Employee

 • 

296 Messages

Thank you for reaching out to our community forum about your issues with smart resume, @thedf! I love using that feature so I don't have to sit through commercials so I want to make sure it's working properly for you :).

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to 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
Audiomixer

Contributor

 • 

31 Messages

Please address this issue. It's gone on too long.

dcfox

Contributor

 • 

383 Messages

1 m ago

How did we get through watching TV before Smart Resume. 

Visitor

 • 

1 Message

1 m 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?

JP98683

Visitor

 • 

21 Messages

@user_469b52 My understanding is, yes, they have acknowledged the problem.  However, they don't seem to be in a big hurry to fix it.  I guess we just have to keep bombarding them with Tech Support calls and chats to get it done.

Visitor

 • 

1 Message

If you think they did not do this on purpose to get more ad revenue, you've been had.

Visitor

 • 

8 Messages

Doesn't make any sense that they would do this on purpose. Making me sit through commercials I don't want to watch and miss the beginning and ending of shows I DO want to watch just makes me angry, and certainly doesn't make me more inclined to spend money based on product ads. 

Visitor

 • 

1 Message

1 m ago

I'm in Seattle having the Smart Resume problem.  Please add me to the list.

Edited (private information)

(edited)

Visitor

 • 

1 Message

1 m 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!

Visitor

 • 

8 Messages

@girafgal 

I looked at this last night, and the times on my DVR and on the Guide ARE different. Not by 30-45 seconds, like the Smart Resume problem, but they ARE different, and that doesn't make any sense to me at all. Why would the cable-synchronized time on the DVR display be different than the system time that programming runs off of??

Visitor

 • 

8 Messages

1 m 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.

JP98683

Visitor

 • 

21 Messages

user_92e336 I'm  99.9% sure that a change in the operating system software was made approximately 2 to 3 months ago (my system shows the last update as 9/21/21).  Unfortunately, Comcast/Xfinity is yet to address the issue.  They would rather waste our time and their Tech Support technicians time by throwing hardware solutions at the problem.  The last time I spoke with Comcast Tech Support they told me that it was a "back end" problem and that they would escalate the issue.  I'm assuming that by back end they mean a software programming issue.  I agree that we pay a lot of money and it's getting very frustrating dealing with them.  My next move is to file a complaint with executive management at Comcast in hopes someone higher up is paying attention to customer satisfaction.  Keep your fingers crossed!

Visitor

 • 

8 Messages

I'd love to get someone attention at the executive level about this - if you find a way to do that, please let me know so I can chime in. This is so aggravating. I spend a fortune every month on cable service so my wife and I have unlimited viewing choices, and all she does anymore is complain about it and ask me to get quotes from Direct TV.

Contributor

 • 

70 Messages

1 m 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.

Contributor

 • 

70 Messages

1 m 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.

Visitor

 • 

8 Messages

@margene1636 

Does anyone from Xfinity monitor this board? There seems to be a distinct lack of company response about this. Please let us know how we can escalate this issue to decision makers at Xfinity who can make a commitment to resolving this.

Official Employee

 • 

319 Messages

Hi @user_92e336 I'm sorry to hear about the problems you have been experiencing. I would like to look into this. Can you direct message me your address and name? 

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
pammarko

Regular Visitor

 • 

11 Messages

1 m 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. 

JP98683

Visitor

 • 

21 Messages

@pammarko You may have an issue with your box itself (or your network).  Have you made any recent changes in either?  The problem with smart resume and shows not starting and/or ending on time seems to be prevalent amongst a bunch of us.  The error message flashing on your screen appears to be a connectivity issue either with your box or your network.  I'd say, first get a new box (Xfinity should send you one at no cost).  Second, check your network hardware.  I recently upgraded to 1.2 Ghz internet speed and found that I had to change out my modem (I use my own modem; not one supplied by Xfinity).  My old modem was not capable of handling the faster internet speed.  I was getting "lost connection" errors left and right.  Of course if you're using the X1 gateway supplied by Xfinity, just have them send you a whole new setup.  They should replace their hardware at no cost to you.  Good luck!

Frequent Visitor

 • 

9 Messages

1 m 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.

JP98683

Visitor

 • 

21 Messages

@Pilotouno You've got me beat by 8 years.  I've only been with Comcast for 20.  Anyway, don't give up just yet.  I'm working the issue and will keep dogging them until I get an answer.  I'm positive the issue lies in the software as a lot of hardware has been thrown at it and it's still there.  I worked with computer hardware for over 30 years and it was always a battle with the software folks to identify the problem.  I just have to talk to the right person and I believe I know who that is.  I'll provide an update for the community when I get a reply.

Audiomixer

Contributor

 • 

31 Messages

@JP98683

Thanks! Please let all of us know! 

Contributor

 • 

70 Messages

Philbaby

Contributor

 • 

40 Messages

1 m 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.

Visitor

 • 

1 Message

1 m 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.

JP98683

Visitor

 • 

21 Messages

@user_a197b8 and anyone else monitoring this thread.  This morning I sent an email to Tom Karinshak who is the Executive Vice President and Chief Customer Experience Officer, Comcast Cable appraising him directly of the issue and requesting his assistance in getting it resolved.  I contacted Tom a couple years ago concerning another issue and he resolved it rather quickly.  We'll see what happens this time.  I don't expect to hear anything until next week due to it being the weekend and knowing from first hand experience some of the issues he and his staff face (before I retired I was a Client Services Manager for a computer service company).  Hopefully, he and his staff will bring in the big guns and get this issue put to bed.

dcfox

Contributor

 • 

383 Messages

@user_a197b8 You can just hit the 30 second skip button when it stops short. 

Contributor

 • 

70 Messages

New Poster

 • 

3 Messages

i am in maple valley, wa and have the same issue. Please fix. 

Official Employee

 • 

137 Messages

Hello there @user_a197b8 thank you so much for using our Xfinity Community Forum to reach out for help with your Smart resume feature not working correctly. We are still currently investigating the issues and do need more examples for our team.

If you could 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 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

Regular Visitor

 • 

5 Messages

1 m ago

I have been having the same issue here in Auburn since October 1! Same as everyone else has mentioned here.

JP98683

Visitor

 • 

21 Messages

25 d 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. 

Regular Visitor

 • 

11 Messages

@JP98683    Thank you so much, I have replaced my box 3 times.  You can let them know.  I have also had a technician at my house.  I have spent hours on the phone.  I hope you can convince them to change their recordings.

JP98683

Visitor

 • 

21 Messages

Maybe I'll just hold their technician hostage until they resolve the issue!  Just kidding.  Hopefully, I'll be able to convince someone to look at the code.  Their last major software update is when the problem started (back in September).  I'll post more tomorrow after the tech leaves.

Visitor

 • 

8 Messages

Hi, @JP98683, 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 Smart Resume 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

New to the Community?

Start Here