Smart Resume off by 40 seconds

I have seen this issue with many, many other threads and while the consensus is that Xfinity is doing it on purpose to force us to watch at least one commercial, I am hoping that an associate will fix this issue on our system.

I have done a system refresh. I have unplugged our system for 30 seconds and reset the box. I have turned the smart resume feature on and off. I have done everything asked of me to fix this issue and nothing helps.

This issue is also cutting off many shows early and there is nothing more frustrating to me.

This is very frustrating and I just may have to switch providers at this point. We pay a small fortune each month for our service and to not have it working properly is just unreasonable to me.

I just spent three months and literally hours and hours on the phone with customer service over a billing issue and now this. I cannot go through that process again.

Thank you.

Responses

CCKrystal

Problem Solver

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385 Messages

2 years ago

Good evening @user_43a5a8. Thank you for reaching out to our team of experts here on our Community Forums page. We are sad to read you having issues with our smart resume, and it is cutting the shows off by 40 seconds. We are always looking on how to improve these concerns. With issues like these the network is what controls the cut-off on the shows themselves. We are here to support you in any way we can.

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user_43a5a8

Visitor

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3 Messages

2 years ago

It’s not just cutting off the shows - it’s that every time I hit the fast-forward button, your smart resume stops 40 seconds early. Meaning there is still 40 seconds of commercial before the program resumes. This is not something set from the network, but the smart resume feature not working properly.

It used to work just fine until a couple of months ago - now it’s a feature that is more frustrating than helpful. If it’s a feature that doesn’t work properly, it’s just another reason to look at other companies for cable service.

As stated, we pay a lot every month to Xfinity but with most of your services not working well, and customer service is so dismissive, it’s hard to justify paying you that amount each month.

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CCEdgardo

Problem Solver

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513 Messages

We appreciate your feedback.

Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

I no longer work for Comcast.

2 years ago

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tctc

Contributor

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540 Messages

2 years ago

This is one of about 5 recent downgrades in how x1 functions this year, at the same time as raising prices. But it's a monopoly service and fixing issues does not generate revenue, so we just live with it.

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user_1f5741

Visitor

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3 Messages

2 years ago

The same thing is happening to me for the last few weeks. The smart resume timing is off. Sometimes it stops early, before the commercials are over. Sometimes it forwards past the show (does not stop before the show restarts). It is also ending all shows early, so I had to make all my recordings go 3 minutes later just to see the end of the show. Very frustrating!!

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CCDevinC

Contributor

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473 Messages

@user_1f5741 Thank you so much for bringing this to our attention. We are so sorry you are having these issues. Did you still need assistance with this?

I no longer work for Comcast.

2 years ago

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user_1f5741

Visitor

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3 Messages

@XfinityDevinC

The issue still exists. The Smart Resume is off by 30-40 seconds. It doesn't matter which station or night the show was recorded. System-wide.

2 years ago

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CCOtto

Problem Solver

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497 Messages

Hi, @

user_1f5741

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a private message:
Click "Sign In" if necessary
• 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

I no longer work for Comcast.

2 years ago

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user_1f5741

Visitor

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3 Messages

Thanks Otto! I've sent a direct message as you suggested.

2 years ago

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user_702efc

Visitor

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2 Messages

2 years ago

I thought it was just me until I read all these posts. Problem started a month ago. I opened a ticket two weeks ago and have heard nothing. Support admitted they had never heard of smart resume. I had one old recording that worked fine. Anything new is impacted. I’m off roughly 30 seconds. Clearly this is a system issue and not something local to me specifically.

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CCElizabeth

Problem Solver

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908 Messages

@user_43a5a8

Thank you for taking a moment to reach out to our community here on our forums about this issue.

Please be reminded that sending unsolicited private messages to an Official Employee of the Xfinity Help & Support Forums, is a violation of Forum Guidelines (found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c) and our Xfinity Forum Acceptable Use policy (found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236). Violating our forums guidelines may result in a revocation of your Xfinity Community Forums posting privileges. We ask that you please create a public post explaining the issue you are experiencing. If we are unable to assist you publicly, we will invite you to send us a Peer-to-Peer message. This ensures that we can help you, along with others in the community experiencing the same issue.

I would be happy to look into the status of your ticket. Please reply in the direct message thread you have already started with your first and last name, as well as complete service address. Thank you.

I no longer work for Comcast.

2 years ago

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user_fa8ebe

Visitor

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6 Messages

2 years ago

I am having the same issue. They made me get a new box and it's still happening.

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user_0c30b3

Visitor

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12 Messages

2 years ago

Many, many people are having the exact same issue. Instead of telling everyone to get new boxes or blaming the the channel provider, how about owning up to the fact that it is in your network. With X1 recordings should be done in the cloud, so the device doesn't matter. It would be nice if something was fixed once in a while.

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tctc

Contributor

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540 Messages

2 years ago

I disagree, I hate the fact that the device is no longer separate from the cloud like when DVRs were first created. Everything reacted instantly because every single button press didn't have to go through the cloud first, and you could use the DVR content even if there was an outage. I think all the current issues are because everything is streaming based and not RF or even IR.

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user_dcb171

Visitor

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8 Messages

2 years ago

I am having this same issue for the last few weeks now.

thank you.

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XfinityAmandaB

Official Employee

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2.2K Messages

@user_dcb171 Thank you so much for letting us know you are also having issues with the smart resume feature. I did confirm this is a known issue our engineers are working on, but I would love to link your account to this issue, so our team knows more customers are being impacted.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

(edited)

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

2 years ago

0

X1

user_43a5a8

Smart Resume off by 40 seconds

CCKrystal

user_43a5a8

CCEdgardo

tctc

user_1f5741

CCDevinC

user_1f5741

CCOtto

user_1f5741

user_702efc

CCElizabeth

user_fa8ebe

user_0c30b3

tctc

user_dcb171

XfinityAmandaB

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