R.Vicini's profile

Contributor

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69 Messages

Thu, Mar 17, 2022 4:23 AM

Smart Resume not working correctly (Take Two)

As requested, I am making a new post.

This issue started for us on March 9th.

Smart Resume is misbehaving.

I record a program to watch later.

I start watching recorded program.

When the first segment ends, I fast forward.

Smart Resume stops at the start of the second segment.

But instead of the program, I’m watching about 30 to 40 seconds of commercials.

Now I’m watching the second segment until commercial break.

I fast forward again until Smart Resume stops for the third segment.

But again, I’m watching about 30 to 40 seconds of commercials.

Ok, now you get the point.

This has been happening on every recording that has Smart Resume since March 9th.

I can watch from any box and this happens to all of them.

I even tried recording from other boxes and get the same result.

What I have also noticed is, these programs are also starting recording 30 to 40 seconds earlier as well as stopping recording 30 to 40 seconds earlier. Which is throwing off Smart Resume by the same amount of time.

Now, with that said….

I opened the Xfinity Stream app.

I can stream all these recorded shows from the DVR and guess what? Smart Resume works as expected.

I do not believe this is a Smart Resume issue. 

It is my belief that the ‘system clock’ on these STB’s are off and needs to be adjusted.

Official Employee

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95 Messages

3 m ago

@R.Vicini I love the Smart Resume option when it is available for programming and I can see how it being off can cause some frustrations. Have you tried any troubleshooting at this time? Unplugging the DVR for 30-seconds and then plugging it back would be the first place to start. This may not help past recordings, but future recordings would be the next ones affected. 

R.Vicini

Contributor

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69 Messages

@XfinityDannyB​ most certainly have. I even chatted with Xfinity Support on twitter. And let me tell you, they treated me like I’m a five year old. I ask that you please listen to what I have said. This is not an issue here I’m my home. Many others have similar issues. 
I also had my sister check this. And she is having the same issue. And she’s in a neighboring city. 

Official Employee

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95 Messages

Thank you for letting me know. I know that troubleshooting can seem remedial at times and this is intended to eliminate the most common causes of issues and then work our way forward. We also start at the beginning on each thread on the boards in case someone else is having the same issues and they come across this thread. 

I know you said that your sister is having this same issue in another city is this happening for both of you for all programs or the same program, is it from only certain networks or all, networks. Any specifics that you can add would be so helpful for the community and for us to troubleshoot.

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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R.Vicini

Contributor

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69 Messages

it seems like all recording. But definitely notice it with smart resume programs. 
but like I mentioned, smart resume is perfect when watching recorded programs on your stream app. 

Official Employee

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95 Messages

@R.Vicini the Xfinity Stream App information does help narrow it down. I'm going to ask at this time to gather some more specific information from you in a DM.

Could you please send our team a direct message with your full name and full address?

 

To send a "Peer to peer" 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 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
R.Vicini

Contributor

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69 Messages

I’ve sent the message. 

Regular Visitor

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4 Messages

2 m ago

My smart resume was working yesterday. It is not working since last night. How do I fix this?

Visitor

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2 Messages

@shoggins​ mine stopped work too.

New Poster

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4 Messages

Mine stopped yesterday too.  It's very annoying!!!

Regular Visitor

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2 Messages

Mine isn't working either 

Official Employee

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3.1K Messages

For anyone experiencing this issue currently, please let us know which devices it is happening on what which troubleshooting steps you[ve completed so far.

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

Visitor

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2 Messages

Smart Resume stopped working on the major broadcast stations about 4 to 5 days ago.  Main box in living. I unplugged, waited 30 seconds, and rebooted. Still does work. Seems a few people are experiencing same issue. Did you push a software update recently?

(edited)

Visitor

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1 Message

2 m ago

Some of our channels stopped smart resume about a week ago also!

WORKING

ABC seems to be working


NOT WORKING

CBS

Discovery

Smithsonian

National Geographic 

HGTV

Visitor

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4 Messages

1 m ago

Smart resume not working for me either

Official Employee

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216 Messages

Thanks for letting us know about the trouble you're having, @perijon1993. If you don't mind me asking, what device are you having trouble on, and have you tried any troubleshooting so far?

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

Visitor

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2 Messages

Samsung smart tv xfinity modem and DVR, MacBook for late at night. happens on both.

Official Employee

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203 Messages

Thanks for letting us know @mbsusan6. Please manually unplug the modem and DVR and plug them back in. This will re-sync everything and should do the trick! 

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

Visitor

 • 

2 Messages

1 m ago

My smart resume is spilling over into a couple commercials longer than it used to. I really hate commercials and the amount of money on Xfinity I'm spending is way too much already for this annoyance to be happening. I watch on my  Samsung TV and use xfinity equipment or my MacBook. Please fix or tell me how to fix myself.

Visitor

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3 Messages

1 m ago

I live in Olympia, WA, and this has been an issue with us (and others in Olympia) for about a year.  You are right that the system clock is off because I've also had to add extra time at the end of all my recordings to prevent losing the last minute or two of the recording.  A technician came out several months ago on an unrelated problem and told us that this problem is system wide so I don't understand why the "official Xfinity employees" keep asking customers what troubleshooting they have done when it's a system wide problem.  

Official Employee

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606 Messages

Hey there @keegy2! Thank you for reaching out here via our Forums page! I am sorry to hear that you are experiencing issues with your Smart Resume. We ask our customer's what troubleshooting steps they have taken to avoid repeated action on our end.

 

If you need further assistance, please send us a DM. 

 

Here's 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

 

 

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
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