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user_543aa9
20th Anniversary celebration
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Visitor

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19 Messages

Wednesday, March 29th, 2023 3:34 AM

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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. 

Question

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Updated 

2 years ago

6.6K

40

user_0ec31e

Visitor

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6 Messages

2 years ago

Smart resume hasn’t been working for a lot of customers across the country. For a long time. Xfinity is aware of the problem and has apparently done little-nothing about it. Well, that’s not true, they continue to raise their price. It appears they just don’t care based upon the actions. Excuse me, I should have said their lack of action.

Personally, I’m tired of hearing we have our teams working on fixing the problem. Are there engineers capable of fixing the problem? I’m confused. Is it a question of education, time or expensing? Something isn’t adding up. Their solution of turning smart resume on and off doesn’t work. 

I am frustrated and disappointed. What kind of company treats their customers like this? These people are sick puppies.

0

user_fad82e

Visitor

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1 Message

2 years ago

We are having the same issue.  Actually it’s been going on for months now.  Tried turning Smart Resume off and back on.  No success.  Any updates on the country wide problem?

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0

XfinityKrista

Official Employee

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1.5K Messages

Hello @user_e11b3a

 thank you for taking the time to reach out on social media.  I understand your concern with the smart resume, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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
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

user_8477a2

Visitor

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1 Message

2 years ago

I’m having the same issue. I think it’s intentional as sponsors want us to watch the commercials. If this was a tech problem I find it hard to believe one of the largest cable companies in the country can’t resolve this. I should add it hasn’t always been k

like this. They did this to us. 

1

user_66db79

Visitor

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2 Messages

@user_8477a2​ totally agree. They're making a fortune putting the highest bidders at the end and making it harder to bypass than it was without Smart Resume forcing you back. 

2 years ago

pschm99693

Visitor

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2 Messages

2 years ago

Funny it works perfectly fine when I watch on my iPad but not on the TV

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garyg2

Frequent Visitor

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22 Messages

2 years ago

I wish they would fix this issue

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Pp141atl

Visitor

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1 Message

2 years ago

My smart resume hasn’t been working for over a year. I  called xfinity more then ones and ben told they are working on it. This is after hanging on the Phone for a good hour each time to get an Agent. How can it take that long to get fixed?

7

user_0ec31e

Visitor

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6 Messages

2 years ago

Smart resume has been broken for over a year. Xfinity has been advised multiple times and has not fixed the problem. I don’t believe that it’s taken over a year to try to resolve this issue with teams of people working on it. The more obvious answer is they don’t care. This is lousy customer service.

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user_0ec31e

Visitor

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6 Messages

2 years ago

Smart resume has been broken for more than one year. Xfinity has been advised multiple times and they continue to tell us they been working on the problem. It shouldn’t take more than a year to fix it. This is poor service. This is really unacceptable.

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user_aa0ccd

3 Messages

2 years ago

I have mostly found smart resume stopping just in time to advertise that network programming before continuing the show you’re watching.  That seems to be an obvious purpose.

0

user_aa0ccd

3 Messages

2 years ago

Has there been any solution offered other than turning smart resume on and off?  That is not resolving the issue.  

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user_0ec31e

Visitor

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6 Messages

Good morning, the smart resume feature is not working. It’s really not a smart resume feature anymore -  it’s dumb. It appears it’s designed to frustrate the customer. Xfinity is well aware of the program, but they have ostensibly chosen to do nothing. They claim they have teams working on it but it’s been well over a year with no resolution. Their “solution“ doesn’t work, and yet they continue to say the same thing over and over again. That’s very definition of [Edited: Guideline Violation].

.

I have personally contacted them several times with no resolution. However, they continue to give me a worthless chip because I actively participate on the board. These people are [Edited: Guideline Violation]. Personally, I don’t see how you can say you care about your customers and their experiences when nothing seems to be getting done. It’s really a pathetic situation.

I wish I could be more optimistic. However, I’ve learned to judge people by what they say, and what they do. In this case, Xfinity hasn’t done a whole lot.

[Edited: Guideline Violation"]

(edited)

2 years ago

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