Contributor
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120 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.
Jens0874
Visitor
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7 Messages
3 years 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?
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user_92e336
Visitor
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12 Messages
3 years 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.
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user_ca15c3
Visitor
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2 Messages
3 years 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.
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MAPrunner06
Regular Visitor
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5 Messages
3 years 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.
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user_5c5dd8
Visitor
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1 Message
3 years ago
I have the same smart resume issues that started sometime in October I think. Is there a solution?
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Terri110
Visitor
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3 Messages
3 years ago
Yes. Happening for me too. But it only works on House Hunters anyway.
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user_8da8a7
Visitor
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1 Message
3 years ago
Same issue here in Covington, WA. It's NOT just the Smart Resume that's the problem. The PROGRAM timing is also off, such that we are UNABLE to watch the end of shows. The Smart Resume is annoying because we're paying for the feature, but the missed portions of the DVR recordings is unacceptable.
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Shapoonie
Contributor
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135 Messages
3 years ago
Having the same issues
Ridgfield WA.
about one hour wasted until I was escalated to the next level. Waiting on a call.
maybe I did it wrong was I supposed stand on my left or right foot in the air.
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user_92e336
Visitor
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12 Messages
3 years ago
I just DM'd this to Xfinity Support:
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user_025be8
Visitor
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2 Messages
3 years ago
100% having this same issue as everyone else. In West Seattle. Frustrating bc it is a néw issue. The smart resume used to work fine, predictable as you saw on the timeline. Now, since about a month ago, you are forced to stop and watch the commercials due to out of sync. We just got néw box, etc.
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eastmoreland
Contributor
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120 Messages
3 years ago
Some interesting things to report. This week, smart resume worked perfectly on my recording of The Big Leap (on Fox). However, the next night, my recording of The Resident (also on Fox) had the same smart resume issues as before.
Even more curious, this week's recording of Chicago Med (on NBC) had no issues (resume worked perfectly). But the recording of Chicago Fire (immediately after on NBC) had the problems.
But what also happened during that time was that very shortly after Chicago Med started recording (8PM my time) or just as it started, I had what I think was an unrelated issue with my DVR, causing me to have to reset it (pull the plug and plug back in). My recording of Chicago Med was unaffected, so I assume (excuse me for my lack of knowledge about how all this stuff works) the program was recorded in the cloud instead of on the hard drive of the DVR. And, since the reboot finished before Chicago Fire started recording, I assume that recording happened on the DVR and not the cloud. (Again, I could be all wrong about how this stuff works, but....)
So, I'm wondering, are the smart resume problems happening only when programs are recorded on the hard drive and not happening when the recordings happen in the cloud? If so, I also assume this is a general problem, not just a defective DVR, since many people have reported the same problem even after their DVRs were swapped out.
Perhaps the smart people at Xfinity could take a look at that aspect of the situation. Just trying to help here.
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user_6bfe4c
Visitor
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1 Message
3 years ago
I have had this same problem starting about the first of October 2021, too. Have tried various settings and fixes as described. Don't see any solutions in any of the entries below. The problem is not specific to any one user. I am in Gig Harbor, WA, so it is not just in the SW Washington/NW Oregon areas as has been postulated. The smart resume starts about 60-90 seconds before the program actually resumes - just like all the other comments. On the DVR, I note that the programs start recording about 60-90 seconds early (even though I have it set to start zero minutes early). It looks like the recording is then out of sync with the smart resume cues by the same amount of time. I wonder if the early recording start is what throws off smart resume. Is there any way to get the recording to start ONLY at the start of the program and not before? If I miss a few seconds, I'm fine with that if it would make smart resume work. I do like the smart resume feature, although advertisers might not.
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user_fa379c
Visitor
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3 Messages
3 years ago
I am outside Seattle and it is December 19. Smart resume has become stupid. 60-90 seconds delay to make is watch commercials. No one cares, calling customer service is an oxymoron and why can’t we get a fix or a solid answer?
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user_fa379c
Visitor
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3 Messages
3 years ago
I have tried to get some one to address this but it appears they don’t want to acknowledge the problem. Calling customer support is an oxymoron. I will try a fine Monday December 20, 2021. 60-90 seconds of commercial is not “smart” and we want it addressed.
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margene1636
Contributor
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105 Messages
3 years ago
There are several pages on this forum about this issue. I agree that xfinity seems to be ignoring the problem. And then yesterday I received an email from xfinity saying that our rates are going up on January 1, 2022. Kind of a slap in the face if you ask me.
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