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XI3 set top box will not rewind or pause tv in second room

New Poster

XI3 set top box will not rewind or pause tv in second room

I have the X1 triple play system and the second set top box i have, an XI3 box, will not rewind or pause live tv.

 

The main X1 DVR box works relatively ok, besides randomly deciding the left or right button should be the 2 or 5 button, but the second set top box does not.

 

The XI3 box i have in my room is supposed to allow rewind and pause functionality. It takes away one of the lines from the X1 box so instead of having 4 lines to record on the main tv and live tv in the second room, it gives you 3 lines to record on the main tv and live tv with pause and rewind functionality on the secont box.

 

This worked perfectly until about a week ago. Ever since then, the rewind and pause functions do not work. The only way to get them to work is to unplug the XI3 box (since it does not have a power button) and plug it back in. They will work for about an hour until they stop working and i am told again by an onscreen prompt that rewind or pause are not available on this box.

 

I ask here if there is any resolution to this problem because calling customer service is a 40 minute waste of time and the online chat is basically the same. No one can resolve this and 90% of the time i am told that there is no set top box for the X1 system that allows rewind or pause, which is obviously not true. It takes me 40 minutes on the phone of constantly being told i am wrong and to please hold for just another minute as the employee waits for a supervisor or another employee to help them. Who ever Mario is, i have heard your name on three calls so far as the employee is begging you for help. Each time i have been told by the rep that i need to bring my box into a local xfinity store to have it swapped out. I was also told i couldnt activate any services until i returned my old boxes as the rep didnt know how to handle the situation. Each time i went to the store i was told by the Xfinity rep that the employee i spoke with did not know what they were talking about and flat out lied to be just to get me off the phone. So wonderful customer service on Xfinitys half. Basically straight inline with what everyone on the internet and consumer reports say.

 

The chat was no better. In between obvious copy and paste comment, or the need to tell me about additional services and faqs between every comment, they were not ableto resolve my issue. I just want to get the service i am paying for. Everything about this X1 service has been a nightmare since i got it. Nothing works as it should and unplugging my box every hour is not an answer to why i cant rewind my tv.

Official Employee

Re: XI3 set top box will not rewind or pause tv in second room

Pull out the SD card in the back and put it right back. Happened to me, and it's been going all day fine. 




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New Poster

Re: XI3 set top box will not rewind or pause tv in second room

Yea that just froze the box completely. Its saying its having errors showing live tv now or it just sits on the loading screen. If i have to do this every hour this is not worth it at all. The point of having this function available is me walking back into my room and seeing something and wanting to rewind it. If i have to walk into my room, see something i want to rewind, unplug the system or pop out the card to initate the rewind, what is the point?

New Poster

Re: XI3 set top box will not rewind or pause tv in second room

Turned my tv on after work and same problem. Unplugging the card is the same as unplugging the box and only is a temporary fix.

Regular Visitor

Re: XI3 set top box will not rewind or pause tv in second room

Nope. That is not the case. Restarting does not work. Re-seating the SD card does not work. Just easier to sell the things by touting services Comcast has no intention of delivering on, I imagine.

Gold Problem Solver

Re: XI3 set top box will not rewind or pause tv in second room

Comcast is aware of this bug and they are working on it. The issue has been discussed in other, similar threads.........


gdbloom wrote:

Nope. That is not the case. Restarting does not work. Re-seating the SD card does not work. Just easier to sell the things by touting services Comcast has no intention of delivering on, I imagine.


 

Official Employee

Re: XI3 set top box will not rewind or pause tv in second room

Hawk and gdbloom, can each of you test your Xi3 ( without power cycling first) and see if it pauses or not. If it can't can you PM me your serial numbers of the Xi3 you have.



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Regular Contributor

Re: XI3 set top box will not rewind or pause tv in second room

It's been a few days since I reset the SD card and verified that rewind was working. I tried it this morning, and it worked. So, either my problem is intermittent, or something changed on the Comcast side.
Frequent Visitor

Re: XI3 set top box will not rewind or pause tv in second room

Just unboxed my Xi3. Pause/rewind not working (SD is seated, trying pulling and reseating). I get "This Set top box does not support it" error, like my old X1 remote box. Any ideas?  FWIW, Voice Search is also not working (on another thread) if they could be related in any way.

Official Employee

Re: XI3 set top box will not rewind or pause tv in second room

Call in to make sure the proper ( up to date) firmware has been loaded, if not they will have to manually push it



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Frequent Visitor

Re: XI3 set top box will not rewind or pause tv in second room

I'm having this same issue as well, can't pause and rewind live tv. I just set up the xi3 box and the SD card is in fine. I've tried taking it out and putting it back in and tried power cycling it and still nothing. I spoke with a comcast rep today who said they never activated it for the "instant replay" feature. She said she activated it and it should be working. It still isn't. Her solution was to exchange it for another one. Is that really the problem or does an update just need to be sent to the box?

 

*******EDIT*******

I think i may have fixed it by taking the SD card out and doing the reboot with the SD card not inserted. Once i rebooted it I put the SD card back in and the system rebooted itself again and now it's working. Fingers crossed that it stays that way. 

Official Employee

Re: XI3 set top box will not rewind or pause tv in second room


minusblindfold wrote:

I'm having this same issue as well, can't pause and rewind live tv. I just set up the xi3 box and the SD card is in fine. I've tried taking it out and putting it back in and tried power cycling it and still nothing. I spoke with a comcast rep today who said they never activated it for the "instant replay" feature. She said she activated it and it should be working. It still isn't. Her solution was to exchange it for another one. Is that really the problem or does an update just need to be sent to the box?

 

*******EDIT*******

I think i may have fixed it by taking the SD card out and doing the reboot with the SD card not inserted. Once i rebooted it I put the SD card back in and the system rebooted itself again and now it's working. Fingers crossed that it stays that way. 


 Please reboot your Xi3 Device, I was able to push the latest firmware to your box.   This should resolve your issues.




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New Poster

Re: XI3 set top box will not rewind or pause tv in second room

I have the same issue.  Can you do the same for my box?

 

New Poster

Re: XI3 set top box will not rewind or pause tv in second room

My Xi3 is frustrating me to no end. Can you push a firmware update to me as well?

Service Expert

Re: XI3 set top box will not rewind or pause tv in second room

Did you pop out the SD card and put it back in?




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New Poster

Re: XI3 set top box will not rewind or pause tv in second room

I had the same issue after installing and setting up a new Xi3.  Tried the SD tricks and power down without any luck.  I called Xfinity tech support and the firmware / software update they pushed worked and it wasn't a long call to do so.  Hope this helps someone.

Contributor

Re: XI3 set top box will not rewind or pause tv in second room

I'm having the same problem.  How do I get the firmware update?

Service Expert

Re: XI3 set top box will not rewind or pause tv in second room


MidnightDad wrote:

I'm having the same problem.  How do I get the firmware update?


"I called Xfinity tech support"

 

?




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Contributor

Re: XI3 set top box will not rewind or pause tv in second room

Is this the latest?

20160616_070624.jpg
Service Expert

Re: XI3 set top box will not rewind or pause tv in second room


MidnightDad wrote:

Is this the latest?


mine is same xre but STB firmware 2.3p9s2 with timestamp 5/19/2016




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New Poster

Re: XI3 set top box will not rewind or pause tv in second room

Thanks for the help it was just the SD card that came out all I had to do was push it back in
New Poster

Re: XI3 set top box will not rewind or pause tv in second room

I need the firmwear update. How can i get it?
New Poster

Re: XI3 set top box will not rewind or pause tv in second room

Well, I still have the problem in 2017, so they aren't trying very hard . Works fine sometimes others not at all. 

Service Expert

Re: XI3 set top box will not rewind or pause tv in second room


tlcorsello59 wrote:

Well, I still have the problem in 2017, so they aren't trying very hard . Works fine sometimes others not at all. 


Did you reseat your SD card?




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New Poster

Re: XI3 set top box will not rewind or pause tv in second room

This is not the first time this has happened to me . Getting through to Comcast is beyond frustrating and considering what it costs unforgivable. The last time I was told I would receive a discounted bill but it never happened. Tell you what you have failed to live up to the contract be decent MAKE IT RIGHT!