Smart resume problems

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

@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. 

That is definitely not the experience we would like you to have @Pp141atl. I would be happy to look into that isue with smart resume from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

@XfinityJohnG​  Sorry but asking for a direct message from a member is not productive when it comes to the long standing nationwide smart resume problem. We have been told over and over that the engineers are working on it. What is the issue? Not only is it extremely annoying for smart resume to end 30-40 sec too soon but even worse is that all DVR recordings end before the end of the recording and that is 100% not acceptable. What is the point of recording a show and not being able to watch all of it. The failure of smart resume happens on every single occurrence on the channels that are qualified for the function. Xfinity does not need details of which shows, blah blah blah.  It is obvious that the 'clock' Xfinity uses to control smart resume is off by 30-40 sec...period! There is no excuse for customers to have to deal with this. Like I said the smart resume ending prematurely is bad enough but the issue with NOT being able to completely watch a DVR recording is horrific. Customer service on the phone is 100% useless in this matter by the way. We need and deserve a real explanation as to what the problem is and when it will be fixed and not "we are working on it" after months and months of it being totally broken. Thank you

Understandable feedback, @TerriB! Thank you for taking the time to put this response together. Please allow me to elaborate why we sometimes ask for a Direct Message to continue troubleshooting.

When we pull up a particular account having an issue with one or more service/feature, and we perform troubleshooting using our guides and resources, it often allows us to submit tickets on behalf of the affected customer(s).

This is exactly why we recommend reaching out with your concerns and allowing us to do whatever work we can (that we have access to). If we reach a point where the information needs to be submitted to our engineers, we can then take it a step further and escalate where possible.

If you do not wish to create your own post for help with this issue, that is totally up to you! But, if you would like for your account to potentially be linked with a wider known problem (in order to have more direct updates when available), please feel free to create your own public post to get started. Our Digital Care Team is here to help, I promise!

issue persists.  please post the fix here

thanks 

We are glad to take a look at this for you @bill_z142.  No worries!  You have reached out to the right team, and we are here to ensure that you are having the best experience with your service at all times.  Please feel free to shoot us a private message so that we can get started.  

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

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"]