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Visitor

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16 Messages

Wednesday, March 29th, 2023 3:34 AM

Smart resume problems

My smart resume hasn’t been working lately. The yellow/commercials aren’t correct. When I fast forward, there are still several commercials. Half of the show doesn’t have the yellow. 

Visitor

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16 Messages

2 months ago

I was online chatting with Comcast for an hour last night. They told me to make sure that my smart resume was “on’. I said of course I had done that, but while I was in there I did the turn off/turn on anyway. Now the smart resume works pretty much. It still starts back a little bit early, but it’s definitely better. 

Frequent Visitor

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10 Messages

2 months ago

Has anyone else noticed that not only is the smart resume out of sync, but that their recordings are out of sync? All of my recordings are starting 30+ seconds early and ending the same amount of time also.

Visitor

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16 Messages

@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. 

(edited)

Official Employee

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581 Messages

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. 

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Frequent Visitor

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9 Messages

@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!

(edited)

TerriB

Contributor

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3.1K Messages

@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.

(edited)

TerriB

Contributor

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3.1K Messages

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

Visitor

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16 Messages

2 months ago

I was on the phone with Comcast today. He ran some tests and refreshed my tv, but I’m still having the smart resume problems. He said they’re working on the problem….

Visitor

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11 Messages

2 months ago

We have same problem. It’s awful 

Visitor

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2 Messages

2 months ago

Having the same issues in Indiana.  DVR recordings cut off before the scheduled end.  Also, Smart Resume backs up over 30 seconds of the last commercial or two.  We have NOT made any settings changes.  This is a system issue with Xfinitiy but appears to have been ignored for over one year now.

Official Employee

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420 Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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TerriB

Contributor

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3.1K Messages

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.

Regular Visitor

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6 Messages

2 months ago

Any word from XFINITY on resolving this year long SMART(?) RESUME  issue??  So frustrating!!!

Visitor

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16 Messages

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

Official Employee

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339 Messages

@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.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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16 Messages

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

Official Employee

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1.1K Messages

@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! 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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339 Messages

@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! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

2 months ago

Hi All. Having both problems in Harrisonburg, VA.  Have hard rebooted with negative results.  Thanks for the Smart Resume off/on idea.  I'll try it. Any more info on the recording start/end issue? Thanks

Visitor

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16 Messages

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

Visitor

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16 Messages

1 month ago

Still a very annoying problem. Also, the remote isn’t as fast as it was before all this started, on all TVs (tried new batteries and new remotes). Is Xfinity still working on this do you think?? 

Official Employee

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636 Messages

@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! 

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.
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Visitor

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2 Messages

1 month ago

Same issues just started recently here in Minnesota...

Visitor

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16 Messages

@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. 

Official Employee

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331 Messages

@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. 

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.
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Visitor

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16 Messages

29 days ago

Has anyone’s smart resume problems been fixed? Mine has not. 

New Poster

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2 Messages

24 days ago

I think I have read every post on this thread going back almost 2 years!!  I am in Fresno, Ca and am having the same Smart Resume & DVR recording problems!!  I was hoping to get to the end and find a solution!!  WTH Xfinity, I don’t understand why this problem hasn’t been fixed?

Visitor

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1 Message

19 days ago

Got to be intentional so they can charge advertisers more to place them into the forced viewing at the end of a commercial break. SO dishonest to pretend they're "working on it." I don't believe it for a split second. (Let alone the last 30 seconds!)

Visitor

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16 Messages

10 days ago

Still having the same issues. I guess either they’re “still working on the problem” or they hope we’ll stop asking for help. 

TerriB

Contributor

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3.1K Messages

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

Official Employee

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735 Messages

@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. 

 

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.
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