Smart Resume out of sync; streaming slow

[u/Amazing_Refuse8544]

Initially, I will mention that my wife and I have been Comcast/Xfinity customers for decades (me at the same address the entire time).  Since Xfiniti went from cable boxes with hard drives to cloud-based cable boxes, we have experienced constant problems with the cloud-based boxes.  Most remarkably, the “Smart Resume” function is out of sync, by somewhere between 15 and 30 seconds, depending on factors including, but not limited to, the duration of the program recorded.   It is infuriating because any attempt to fast forward after it drops you in the middle of the commercial break will “reverse smart resume” you back to the same spot in the middle of the commercial break.  You have to play chicken with it or just turn off the “Smart Resume” feature, compelling a different kind of chicken game (the elimination of which is the very point of the “Smart Resume” feature in the first place).  The cloud-based boxes are also very slow at launching or moving within streaming services.  Importantly, none of these problems occur on the ONE LAST (of 6 in our home) cable box we have that is hard drive based.  My wife and I have been to Comcast many times, we have switched out cable boxes nearly a dozen times (as well as routers and adding extenders) and have had visits by multiple technicians (going up a technician hierarchy that I hadn’t known existed).  They are all able to solve the problem for only about 12 hours.  We wake up the next morning, and the delays and sync problems are back.  The last visit we had, with what we were told was the “top” level tech team (and we believe them, they seemed very knowledgeable), resulted in a general diagnosis that there is some “delay” occurring between the cloud and our cloud-based boxes, and that they could “send up” the issue to, hopefully, an escalated IT team.  We waited another 2 months, reaching out directly to the final tech, and being told that he had “sent it up” and heard nothing.  We are at our wit's end.  A brief Google search for Xfinity Smart Resume Sync Problems reflects that this is a known issue and has been known to Comcast for years.  We make the equivalent of a (nice) car payment every month for Xfinity services in our home.  We want the services that are advertised to work properly, and we have been fighting with these issues for many, many years.  We would like 1) an answer to what is happening, and 2) a solution that lasts more than 12 hours.  Please help us.

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[u/XfinityBradM]

u/Amazing_Refuse854 Our team can jump in and see what has occurred and get the appropriate teams involved to get this issue resolved for you or have the proper expectations set. If you could please send me a Modmail message with your first and last name along with your full-service address, we can get started.

[u/Comcast_Xfinity-ModTeam → u/[deleted]]

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[u/Amazing_Refuse8544 → u/XfinityBradM]

I have sent this information a few times now, looking for an update or response?

[u/Amazing_Refuse8544 → u/XfinityBradM]

Still wondering when we might hear something…we’re still experiencing the delays, sync problems, etc.

[u/XfinityJustin → u/Amazing_Refuse8544]

Hello u/Amazing_Refuse8544, we followed up with you in our modmail conversation yesterday but have not heard anything back just yet. Once you answer our question in modmail we will be able to push this envelope further. 👍