Smart resume problems

@user_oauy6e 

​ That actually happened to me watching a recording last night. So annoying. I’ll pay more attention to the next one to see if it happens with more. 

Hello there. I am sorry to hear you are having troubles with our smart resume feature and your recordings. You are in the right place, and I am happy to assist you today.  Now we are aware of the issue with Smart Resume not lining up properly after fast forwarding. Our Team is working to get this resolved as we speak. 

@user_oauy6e ​ We've been losing the ending of most shows we record.  We've extended recording time by 3 minutes (wish we could just do for 60-90 seconds) and it's helped but also caused recording conflicts if we have a lot recording.  It's getting aggravating!

@user_oauy6e​ They keeping telling us to 'fix' it ourselves by a  hard reset, get a new box........blah blah blah. Its obviously a clock syncing issues within the system but they won't admit it. Its NOT the box and hard reset does nothing so Comcast reps....... please stop telling us its NOT the system. I even saw posts that it was a local problem in a location and would be fixed soon. No No and No. Its a real issue and also causes recordings to end early which is more than irritating.

@user_oauy6e​ Yep....recordings are ending before the end of the program. HORRIBLE!

This link https://www.xfinity.com/support/articles/x1-modify-the-recording-time-of-a-program has great information on how to extend your recordings as some programs can start or extend past or before the scheduled time. For the smart resume https://www.xfinity.com/support/articles/dvr-smart-resume we are aware of the issues & are working to revile them, I would also recommend that you do  hard rest on you cable box by unplugging the power cable from the back of the box for 30 seconds then plug it back in

Hard reset does nothing. Getting a new box does nothing. These are what Comcast reps keeping telling us to do. Since the Smart Resume  is delayed by 30-40 sec AND recordings are ending before programs are over....its a clock timing sync issue within the system and nothing a customer can do  is going to fix it. Please stop giving incorrect advice and give us real time update as to what is being done to fix this.

That surely would help. It's only a. Comcast thing.

Hello, @shoggins. We are sorry to hear you are having trouble with Smart Resume. Since this is a 4-month-old thread, we ask for you to create a new post, so we may assist there. 

@Daboyzpop​ Not since what is probably an automated reply yesterday. They said “Our Team is working to get this resolved as we speak”. 🙄

@user_543aa9 We are going to monitor everything and keep you in the loop and touch base on the status. You are an extremely valued member of the Xfinity family! Your ability to have the highest confidence in the services and support we provide means the world to us.

@XfinityErika​ Any update about whether this will be fixed?

@user_543aa9 Thank you for your patience during this process. We are still working on this issue, and hope to have it resolved soon. Have a wonderful day! 

@user_543aa9

I hope your day is off to a great start. Just reaching out here to advise we are still actively working on the issue. We have seen that a temporary solution and possible fix is to turn the smart resume feature off and then back on.

Path - settings- preferences, general and turned smart resume off and back on.

Could you give this a try and let us know what happens? 

Thank you for your time and patience! 

@albertso166​ Still nothing other than they’re “working on it” 🙄

@user_543aa9 That is a great question! Our teams are still actively working to get to the root cause of the issue and getting it resolved! We truly appreciate your time and patience! 

@user_9489c2omf​ Ugh. Let us know if you have any luck with Xfinity helping. Nothing getting much better here in Delaware. I had a long call with them again yesterday. 

@user_9489c2omf, this is something that we are aware of and our team is working to get this fixed ASAP. Thank you for your patience. 

@user_543aa9​ Yep nothing has improved and they refuse to tell us anything. This is NOT the way to treat customers.

@user_543aa9 Thank you for reaching out. I know how frustrating this is as I do enjoy the Smart Resume as well. There is a known issue that we have been working to get resolved and at this time we do not have an estimated time for a resolution. 

The temporary fix didn’t work for me (Denver area). Quite honestly, this feature is one of the few reasons I still subscribe to Comcast video...  I used to work in the cable industry and know firsthand that Comcast has a skilled engineering department.  It’s really hard to believe they haven’t been able to fix this issue. 

I agree. It seems to me (NOT a tech-y person) that they could easily change the number of seconds that it resumes from fast forwarding to a bit less than what it is now for some of us. At least it seems like a pretty easy fix to me lol

Thank you for letting us know. We are still working on a fix for the issue.

@user_ba3484​ Good question. They’ve been “working on this” for three months. 

@user_ba3484    This is still an issue that is being worked on. We thank you for your patience.