One cable box will no longer pause and rewind Live TV.

Hi,

My first floor cable box froze up (first thing this morning) while watching Live TV. I unplugged the unit, waited a minute and then plugged it back in. It came back on but now displays the message, "Instant Replay Card Removed." (See the attached photo.) I searched for this error online and saw that people have indeed had this issue suddenly pop up on some boxes - that rebooting might fix the issue. I have rebooted multiple times and also did a system refresh yet the issue continues - it claims the instant replay card was "removed" and the box no longer supports pause and rewind, etc. Recordings, interestingly, do still pause and rewind but Live TV now just gives that same message if you try to pause. My main box on the second floor still works perfectly (Live TV still pauses, etc) so this appears to be either a firmware (update?) or hardware issue with the one box...

Are there any other steps to try or does this box need to be replaced? I am hoping there might be some other troubleshooting steps but I have a feeling something has gone wrong with this unit. Thanks.

Responses

XfinityThomasB

Official Employee

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1.5K Messages

1 year ago

Hello @ylla

Thank you so much for touching base with us! It sounds there might need to be a system refresh needed. I was curious if you have attempted to process that via the Xfinity app? The app allows you to process the refresh to the feeding source. Power cycling the equipment is a solid solution but for the symptoms it does seem that the best solution would be running that refresh from the app.

6

ylla

Contributor

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79 Messages

@XfinityThomasB Hi Thomas,

I did try a system refresh using the box help menu after it froze up but I will try it again with the app and let you know what happens. I was going to try it again with the box itself but the system told me that since I already did one I may need to chat with a representative. It has been a couple of days so I will try it one more time using the app and will indeed get back to you with the results. Thank you for the suggestion!

1 year ago

0

ylla

Contributor

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79 Messages

Sadly, I tried another system refresh but the same pop up appears; I still cannot pause or rewind Live TV on that box.

1 year ago

0

XfinityChristy

Official Employee

•

1.6K Messages

Thank you for the update and I am sorry that did not work. It sounds like that box may need to be replaced. This link will help you locate a service center near you, https://www.xfinity.com/local/index.html. I would also be happy to ship you a new one if you would. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

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1 year ago

ylla

Contributor

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79 Messages

@XfinityChristy Thank you! I will send that now. I truly apprciate the quick responses.

1 year ago

0

ylla

Contributor

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79 Messages

I just wanted to update you and let you know that I did replace the box and everything is working correctly again. Thank you!

1 year ago

0

Non-X1 Service

ylla

One cable box will no longer pause and rewind Live TV.

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