Contributor
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116 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.
Crusader13
New Poster
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3 Messages
2 years ago
I forgot to mention the biggest issue I had with Smart Resume. When I’d fast forward through the commercials, it then would back up about a minute and play part of the commercials I just skipped. But if I then pressed fast forward again too soon, it would back up again and replay the same last minute of commercials again. So, I would have to watch about 10 seconds of the commercial again and THEN press fast forward, and then once actually past the commercials, press play. Since it was now requiring so much extra interaction, I turned off Smart Resume. It’s easier to just fast forward, watch the screen, and then press play once past the commercial. When Comcast first implemented Smart Resume, it worked great. But not anymore. I can only assume that Comcast changed this intentionally so that customers would have to see the last commercial before a show resumed. Remember, Comcast owns NBC, so perhaps this now allows the network to charge more for the last commercial spot before a show resumes. Either that, or they tried to improve it in their app and in doing so, messed up the experience for those using an Xfinity DVR.
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user_437b26
Visitor
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1 Message
2 years ago
How much you figure Comcast gets for that last ad, eh?
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Audiomixer
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45 Messages
2 years ago
I just disabled Smart Resume. Problem solved.
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user_dde96f
Visitor
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1 Message
2 years ago
It has been months and nothing? C’mon Comcast! I am convinced this is a way for Comcast to force feed paid advertising regardless of the features their customers are paying for. I’ve just about reached the end of my cable.
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Styler001
New Poster
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7 Messages
2 years ago
Same exact issue here in Maple Falls, WA. Today's date March 4, 2022.
One "trick" I figured out that helps, but helps very little, is, when the smart resume hits the end of the commercials and starts to back up where it will actually start playing some or all of that last commercial, wait until it rewinds just to the point where the yellow bar ends and then press the PG UP button once. This will fast forward a little bit and at that point you might only need to fast forward or rewind a little bit to get back to the show again.
It helps, but this is definitely a very annoying bug. Maybe their programmers aren't smart enough to figure this out if it's taken so long from the very first report of this I've seen. Goes to show what off-shore labor (or lack thereof) is really worth when it comes to customer satisfaction.
(edited)
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user_c67ccb
Visitor
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4 Messages
2 years ago
I had tech here to fix this and he acted like he hadn’t heard of it. The box was reset and not replaced even though we’re other issues with playback of recordings…the man walked around and tested a few lines. Then left. My remote is barely responsive to any inputs.
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user_7939cf
Visitor
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1 Message
2 years ago
This problem has not been resolved. I actually changed out my box and got a new remote. The first time I used it, perfection! The FF stopped right where it should have. But second to line I used it up to today, a good 60-90 seconds off.
Smart resume works perfectly with my IPad.
I am also in Portland.
What is the solution?
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JP98683
Visitor
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32 Messages
2 years ago
@user_7939cf the solution is for Xfinity to admit they have a problem and figure out how to fix it. After all, they are supposed to be the experts. This issue has been ongoing for at least 5 months now. I started trying to get someone to listen back in October of 2021 (the issue had been ongoing for at least a month before that). Xfinity has changed out my X1 FOUR times and still no joy. Like you, one of the box replacements resulted in Smart Resume working for the first night. After that, the delay was back. As you're probably aware, Xfinity does daily updates. Apparently, I've been trying to explain to them that there's some code within the daily updates that corrupts the Smart Resume feature. Another issue I have is that when you record something, quite often the recording is cut off approximately 30 to 45 seconds too soon so you end up missing a critical part. I'm so fed up with Xfinity right now that I fully intend to cancel my account and go with one of the streaming services. I pay over $200 per month and expect more from the folks who are supposed to be the best in the business. I'm sure I can save money and adjust to streaming everything. Maybe if enough of us jump ship they will finally understand that they have an extremely disgruntled base. I'm done!
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eastmoreland
Contributor
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116 Messages
2 years ago
I am now on my second round of Xfinity being very concerned about this situation and wanting me to document exactly which programs recorded on which dates have the problems, so they can look at my system and see what's going on. I did this a few days ago, noting seven or eight programs (recorded from CBS, NBC, ABC, FOX, and CW) and exactly how long the gap was between Smart Resume ending and program resuming. So maybe they can learn something from my system.
However, I did EXACTLY the same thing a month or two ago, and nothing ever came of it. And I don't think the employee who DM'd me to ask for the info had any idea that I had already done all that before. So who knows if anything actually gets done.
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JP98683
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32 Messages
2 years ago
@eastmoreland The Xfinity employee's name didn't happen to be Don did it? I've gone through the exact same process with him twice myself. I provided the information and then never heard back other than to say that he was working with "backline" support. I've asked that someone from "backline" support contact me directly so I can explain the situation in person rather than go through a middle man. To date my request has not been granted. I've found that any program recorded on ABC, CBS, NBC, FOX or CW during prime time (which are the only recordings where Smart Resume is supposed to work) has a 15 to 45 second period following automatic stop where commercial and/or future programming information occurs. I've advised every Xfinity employee that I've spoken with that I believe the problem lies in the software code surrounding the Smart Resume functionality. In the past 6 months I've had my X1 DVR swapped out 4 times and the problem still exists. I had an installation Tech come on site to check all my connections and configuration of all my boxes (I have 3). After fiddling around for about an hour he advised me that Smart Resume was supposed to have a 30 to 60 second delay after resuming. I know that is not the case as Smart Resume worked perfectly up until September of 2020. As I've worked this issue I've discovered another frustrating issue. Recorded programs often end 30 to 60 seconds before they are supposed too thereby often cutting off the most crucial portion of the show. This is especially annoying when the show is a mystery or drama and you miss the final scene of who did it. I have developed a workaround that works fairly well. I reprogrammed the page up and page down buttons so that page up forwards 30 seconds and page down goes back 15 seconds. I've conditioned myself to automatically press the page up button one time after smart resume ends. Depending on the show I'm recording I sometimes have to press the page down button so the recording rewinds 15 seconds. More often than not a 30 second "forward" will let the recorded program start again where it's supposed too. To be honest, I'm about done with Xfinity. I'm seriously considering cutting the cord altogether and just using one or two of the streaming services. It will more than likely be more cost effective and less frustrating than dealing with a company that doesn't appear to want to listen to it's customers.
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R.Vicini
Contributor
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83 Messages
2 years ago
This issue just started for us on Wednesday. It seems like the ‘clock’ is off by about 40 seconds. At the end of smart resume, I do a 30 second skip and a few seconds after that, the program resumes. It is not channel specific.
am I going to call this in? No, it would be a waste of my time. So I’ll just deal with it until it gets fixed.
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user_53a7df
Visitor
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2 Messages
2 years ago
I have the same issue. How do I turn off this terrible feature? Fastforward worked fine before.
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user_53a7df
Visitor
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2 Messages
2 years ago
I’m having the same problem. So far, this feature is terrible for me and I was doing just fine with the normal fast forward. How do I turn off this feature?
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R.Vicini
Contributor
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83 Messages
2 years ago
Programs recorded, Walking Dead (yes, I know this doesn’t have smart resume) and SWAT
Both recordings started 30 seconds earlier and stop recording 30 seconds earlier.
I'm convinced this is not a “Smart Resume” issue. It has something to do with the system time.
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kjakubowsk
Contributor
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157 Messages
2 years ago
Smart resume seems fine for us on the main broadcast channels (ABC, CBS, NBC, etc) but it is way off on HGTV. There are sometimes two full commercials left on HGTV when smart resume stops fast forwarding.
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