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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1 Message

7 d ago

I’m in Bellingham, WA and my smart resume hasn’t worked in a few months. I have to sit through two commercials before resuming a show. Manually fast forwarding on my remote doesn’t work either as it stops, still forcing me to watch two commercials. Did anyone get an actual answer how to resolve this annoying issue?

Frequent Visitor

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9 Messages

@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.

JP98683

Visitor

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21 Messages

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.

(edited)

XfinityEthan

Official Employee

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498 Messages

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? 

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Visitor

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1 Message

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. 

Contributor

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70 Messages

@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.

Visitor

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8 Messages

6 d ago

I have an ongoing e-mail dialogue with Kyle T., Case Manager, Executive Customer Relations - this is the rep that got assigned this issue when provided direct feedback to Tom Karinshak through the corporate website. Here are some excerpts from the conversation:

Me: And just a reminder - it's NOT just the Smart Resume that's the problem (for me). I don't want it to seem like I'm just whining because I have to manually skip some commercials. The PROGRAM timing is off, such that we are UNABLE to watch the very end of shows. That's a much bigger problem. The Smart Resume is annoying, because we're paying for the feature. But the missed portions of the DVR recordings is REALLY unacceptable.

Response: I understand. Actually they are from one and the same issue, so apologies if that came out wrong, but do also keep me posted on your end with that as you will likely know about it before I do...we do need to give this fast forward issue a bit of time to get resolved...That said, I know they are working on it every day! 

Kyle also told me on the phone, prior to this last e-mail excerpt, that she had spoken with their Engineers, and that this is a "known issue."

What I don't understand is why this issue, which has clearly been identified and is troubling to so many people, isn't at the very TOP of the priority list to resolve - or, at the very least deserving of a clear explanation as to why it is not.

JP98683

Visitor

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21 Messages

@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!

Visitor

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1 Message

5 d ago

I'm in Anacortes, WA and having the same smart resume issues , for a couple months or more.  Additionally, the screen routinely goes black and a moving circle of dots appears before the picture re-apoears.  This is in addition to a year plus of picture pixelation, sound loss, and picture freezes.  I and Comcast techs have done all the unplugging, restarting,  replacing DVRs, etc.  If I ever get another option for internet and TV service I will likely do so.  Some of the local techs are good to work with, but bottom line is there is no fix while we continue to be billed $230.00+ every month.  Chat and phone calls are worthless and every new person I talk to never can access the notes that the previous person I dealt with said they'd leave for the next person so we wouldn't have to start from scratch again.

JP98683

Visitor

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21 Messages

@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.

Official Employee

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230 Messages

@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! 

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

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5 Messages

4 d ago

The only thing I want to add to this thread is I have found that if I record HGTV, the resume function works quite well. It is beginning to look as though possibly only the major networks are involved? For me, Fox, NBC, ABC and CBS all exhibit what has been discussed previously. Approx 45 second delay/offset in the auto resume function. 

New Poster

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5 Messages

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

Visitor

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1 Message

4 d ago

I have the same smart resume issues that started sometime in October I think. Is there a solution?

Visitor

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1 Message

2 d ago

Yes. Happening for me too. But it only works on House Hunters anyway.

XfinityEthan

Official Employee

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498 Messages

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!

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

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