Smart Resume not working correctly

@Jens0874  No fix yet on the “smart resume” problem but one solution to the thwarted fast forward issue is to use the 30 sec skip button followed by fast forwarding. Cumbersome but workable.

I was in touch with Xfinity Tech Support on Friday.  They have at least admitted there is a problem but they have no solution.  I keep telling them that they need to have their software experts take a long look at the software coding as that (in my opinion) is definitely where the problem lies.  Following my contact with Tech Support I sent another email to Tom Karinshak ( [Edited: "Personal Information"]) advising him that the problem is extremely irritating to a whole bunch of people and that it needs to prioritized.  Tom is the Executive Vice President and Chief Customer Experience Officer for Comcast Cable.  I haven't heard back from him yet.  Maybe if everyone reading this post would send an email to Tom he might get the idea that this issue, along with recordings stopping too soon, needs to be resolved quickly.  It's been ongoing for at least two months and probably longer.  If Comcast/Xfinity is as technically competent as they claim to be this should not be an insurmountable issue.  Tech Support keeps trying to throw hardware at the issue; it's the age old battle that I fought for over 30 years as a Client Services Manager in the computer industry.  The hardware folks say it's software and the software folks say it's hardware.  I'm on my fourth replacement box now and, judging from the comments of others, there are a lot more users in the same boat.  We just want the equipment to operate the way it's supposed to.

We want it that way also! I have been told the issue lacks information and needs more customers to reach out and put in tickets. We have done that with you which helps and the more we get it will get attention. Did the agent say anything about calling you with updates or any follow up? I can put in a ticket for the recordings stopping too soon if you would like. These tickets require more specific information. Would you like to do that? 

Seems that Comcast absolutely knows about this issue that EVERYONE of their customers is having. They won’t admit it and it seems that they have no plan to fix it. Not very reasonable customer service if you ask me. 

@Jens0874   This is the fix I use, at least until Comcast fixes the problem.  When a program comes to a commercial I hit the fast forward 4 times.  That will speed it through a majority of the commercials.  When it starts again you will still be at a commercial.   Wait for the timer indicator, at the bottom of the screen,  to advance about 4 seconds.  Then hit FF once.  Then hit the play button when you see your program start.  If you don't wait that 4 seconds it will just jump back to the commercial.  I've got it down to a science now.

@user_92e336 good deal!  Since there now a bunch of us hounding them, perhaps Comcast will get this fixed.  It would be a good Christmas present for us; although I hope it doesn't take that long.  Thanks for your input!

@user_ca15c3 I hear you.  A lot of us are in the same boat.  The only thing I can suggest is to send an email to Tom Karinshak who is the Executive Vice President and Chief Customer Experience Officer for Comcast Cable.  Maybe if enough of us pester him with email he'll get the ball moving.  I would provide you with his email address but the last time I tried that the message was edited to redact his email address.  But, you can Google him and get his contact information that way.

@user_ca15c3, I am so sorry that you have been having these issues with your cable services! I know we watch a lot of tv here and having a concern with ours would drive us crazy! If you have done all the usual things, you can send me a DM and I would be happy to do some more troubleshooting to see if we can figure this out! 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" 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

@MAPrunner06 also TLC, History Channel, OWN, and USA are out of sync.  

Hi, @Terri110. Thanks for reaching out about your smart resume issue. We know about the issue and in order to work toward a solution we need to put in tickets on as many accounts as possible with details on what shows are out of sync. If you would like to do that, let me know the shows, date, and time and I can get is submitted. Thanks!

@user_8da8a7 you know you can end a recording three minutes late?  At the confirm screen, scroll down to the bottom where you will see end time. Scroll right and stop at 3 minutes late. Then go up and hit confirm. 

Hi there, @user_8da8a7. Thank you for your comment. Please send us a private message to get your information and open a ticket for this issue. It is a known issue and we are opening as many tickets as possible to make sure that it is resolved soon and looked at properly. 

Hello @shapoonie. It has been a couple of days since you reached out. Are you still having issues or are they fixed? -Aaron 

Hi there, @user_025be8. I can definitely look into this further and create a ticket for the issue. Send us a private message by clicking on the message button on the top right corner of the page. 

@eastmoreland you are exactly right!  I've tried many times to get some traction in fixing this problem but, as yet, it seems that nothing is being done on the Xfinity end.  I'm told that there is an open ticket but it's been open for well over a month now with no updates.  When I contact Xfnity all is get is "it's a known problem and we're working on it." It appears to me that Xfinity is too busy collecting and spending our money to bother with trying to fix a problem that is at least 3 months old.  I've written to the Executive in Charge of Customer Service at Xfinity on at least 3 occasions and still no (satisfactory) results.  When I wrote the first letter I did get a call from a lady who said she had been tasked to deal with the issue.  I answered all the questions that I've been asked (and answered) many times before and she said she would escalate the issue.  That was the last I've heard from anyone at Xfinity.  They are simply unable (or unwilling) to resolve the issue.  Thinking now about cutting the cable altogether and going with a streaming solution (Netflix, Prime Video, Disney, Hulu, etc. or a combination thereof).  Getting really really frustrated with this issue that should have been fixed in less than a week!

We truly do appreciate your feedback and continuing to post with your updates. Please keep in mind that Smart Resume is not available on all programs, channels, and recordings. Here is a link https://comca.st/3s2r723 with the information that I provded. 

@user_6bfe4c   The early recording start is what throws the smart resume off.   There is nothing that we, as the consumer, can do to fix it, outside of complaining.  It is something that Xfinity has to fix on their end.  It is totally frustrating.

Hello, @user_6bfe4c. I am so sorry that you have been having these issues with your cable service. This is a known issue and I would be more than happy to submit a ticket for this particular case.

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Hello there!  I am also experiencing the same issue. Can you open a ticket for me too?

@user_f5d9bd honestly. What I believe is that this is too unique and specific to be happening and must be some sort of testing Xfinity is doing to appease advertisers over their customers.  I see this as more of a deceitful tactic than an “issue that needs more tickets open”

We are experiencing the same issues.  Started in October.  We are in Bellingham, WA .  I am sooooo tired of these unanswered problems.  Really unacceptable.

@user_fa379c Agree! I’m in Bellingham and it doesn’t work here either. I finally just disabled smart resume. It wouldn’t even let me fast forward through the end of the commercials after it would stop 90 seconds early!

@margene1636 Agree!!

Hi margene1636, we can help you as well. Just send us a private message with your full name and street address to get started.