Smart Resume not working

Smart Resume is not in sync with commercial breaks. Extremely frustrating - every day.

We changed DVRs to a 4K.

Turned tge function off and on.

Had a tech come to the house to fix.

After looking things over the tech Saud he couldn't fix. That it's a software issue. If enough people speak up, perhaps they'll assign resources to create a fix.

This is frustrating enough we've started looking at other resources for our cable, internet and land line.

We happened to watch a show we recorded last year abd Smart Resume worked beautifully. It reminded us that we MUST find a solution, even if means we have to leave Comcast and xfinity to get it.

Responses

CCTambrey

Gold Problem Solver

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3.4K Messages

3 years ago

We appreciate you taking the time to reach out to us here with your concerns over the smart resume function.

Your feedback is important to us and we want to make sure we are able to adjust these features so they work as accurately as possible. Are you noticing this issue with everything you record or is it just specific channels or shows?

user_00c951

Visitor

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5 Messages

3 years ago

All shows and channels we record which has commercial markers.

It's interesting to note we watched a year old program, and it worked perfectly.

CCMartin

Gold Problem Solver

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2.9K Messages

I see the options you tried, but just to make sure, have you tried doing a full power cycle on the box? You will need to unplug it from the power and leave it off for about 10 minutes. My folks had an issue similar to this on their box and that fixed it for them.

Also, when you do the smart resume, is it going into commercials? Like reverting 30 seconds behind where you actually paused?

I no longer work for Comcast.

3 years ago

user_00c951

Visitor

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5 Messages

Sorry, didn't get notice you'd responded again! Yes, we have done a full power cycle (and have also changed boxes; we now have a 4K box).

I use SMART Resume when I fast forward to skip commercials. The commercial period is off. I fast forward when I get to the commercial. However, the fast forwarding stops 45 seconds before the commercial stops and the show resumes.

3 years ago

CCVanessa

Contributor

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234 Messages

@user_00c951 My apologies you were not notified of our response, I will do my best to make sure we @ you in each response moving forward, to ensure you are made aware of it right away. Thanks for confirming you did try to power cycle, that helps. Do you by any chance have multiple boxes, is this happening on all or only one of them? Have you tried streaming your recordings from the Xfinity Stream app, is it happening there as well?

I no longer work for Comcast.

3 years ago

stevieoriole

Frequent Visitor

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10 Messages

Having the same issues, goes to the end of the orange, you see the show, bounce back and you see probably a commercial and a half

3 years ago

Andyr1

Gold Problem Solver

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8K Messages

3 years ago

There has never been official information on just where that commercial info comes from. It most likely comes from the networks, and is integrated at roughly half-hour intervals. If the timing between the data and the actual airing is off, that can cause the resume to be off.

Can you give examples of shows and/or networks with the problem? Also, when playing the recording, and you hit the down-arrow to display the time bar, does it say only "DVR" on the left, or is there a cloud symbol in front of "DVR"?

user_00c951

Visitor

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5 Messages

3 years ago

No cloud symbol.

Everything we record has this issue.

I don't accept that no one knows where this info cones from. That's silly. So.eo e knows.

I also know hundreds of people or more have this issue. I've seen many many comments in tge communities. The tech who came to the house sa

id its a programming issue. Unless people get noisy enough about it, the resources won't be assigned to get it fixed.

CCFelicia

Problem Solver

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311 Messages

@user_00c951 we apologize that you have encountered these ongoing issues with Smart resume, and with this known concern, there has not been a work around created for you yet.

Please keep in mind, Smart Resume is available on the Xfinity Stream portal and the Xfinity Stream app, are you seeing the same issues there vs the DVR box.

In addition, Smart Resume isn't available for all programs and networks. Right now, Smart Resume is only available for top shows on NBC, ABC, CBS, FOX, CW, Bravo, HGTV, Discovery, MTV and TLC. It can only be used on eligible HD programs you recorded after January 1, 2019.

We’re actively working on increasing the programs and networks Smart Resume is available on. And remember, Smart Resume isn't available on SD recordings.

I no longer work for Comcast.

3 years ago

BU_Bulldog

Contributor

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35 Messages

3 years ago

If Smart Resume stopped working on only one channel, would that be the fault of the channel, the box, or something that Comcast controls? About 2 weeks ago, Smart Resume stopped appearing for anything we record from our local ABC affiliate, WCVB. Every other channel and program that usually has the Smart Resume continues to have it. We get two different ABC affiliates, and recording the same program on the other channel has the Smart Resume, so it's not a matter of the program.

user_00c951

Visitor

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5 Messages

3 years ago

Smart Resume is not in sync on any recording, no matter the channel.

I believe you when you say there is no work around or fix at this time.

What I fear is there is no fix being worked on. This is why we are now looking at other providers.

CCVanessa

Contributor

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234 Messages

I can assure you all known issues are being worked on, and will have a resolution as soon as possible. We appreciate you being patient, and hope you can still enjoy your other features we offer in the meantime. We would hate to lose such a valued part of the Xfinity family over something I am sure will be up and running normally soon.

I no longer work for Comcast.

3 years ago

user_5ef4fd

Visitor

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2 Messages

This is now October 28 and I'm also still having this problem with smart resume on all shows recorded from all channels. I've rebooted the box, turned smart resume on and off...no change. The recording has even cut off before the TV show is complete, but a minute or so.

3 years ago

XfinityArmand

Official Employee

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2.1K Messages

Hi there! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum! We are so glad to help in any way that we can. Is this happening on all On Demand content or just a certain program?

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

3 years ago

user_5ef4fd

Visitor

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2 Messages

All the shows I record that have smart resume.

3 years ago

CCAnna

Problem Solver

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874 Messages

Okay gotcha, it sounds like you have tried some basic troubleshooting. I would like to take a closer look at your cable box and signal levels. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

I no longer work for Comcast.

3 years ago

X1

user_00c951

Smart Resume not working

CCTambrey

user_00c951

CCMartin

user_00c951

CCVanessa

stevieoriole

Andyr1

user_00c951

CCFelicia

BU_Bulldog

user_00c951

CCVanessa

user_5ef4fd

XfinityArmand

user_5ef4fd

CCAnna

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