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vy46
1st Topic

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3 Messages

Monday, April 17th, 2023 9:27 AM

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Can’t pause live tv

I can’t pause rewind ff live tv…. Error message says “Sorry we’re having trouble connecting “. Only option is “Try again “ 

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Updated 

1 year ago

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XfinityEva

Official Employee

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1.3K Messages

2 years ago

Hey there! Thanks for visiting our Community Forums for help with your viewing experience. Are you having issues with all live TV channels? Have you performed any troubleshooting steps like restarting your TV box or a system refresh? 

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vy46

Visitor

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3 Messages

@XfinityEva​ I have replaced the DVR cable box, many System Refresh attempts, Service technician replaced my cable, many calls to customer support all to no avail 

2 years ago

0

XfinityEva

Official Employee

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1.3K Messages

Wow! Looks like you have been dealing with this for a while now! We appreciate you sticking with us while we get that resolved for you. On your latest visit, did the tech mention anything about compatibility of your equipment? Or do you also receive any error that your device does not support that function? 

 

(Pausing, rewinding and fast forwarding live TV is available on all X1 TV Boxes except for RNG150 devices) 

 

On previous posts one of our other experts @Rustyben also posted a fix that may help: 

 

"this sometimes is caused by CEC being 'on'. press the Xfinity button >> Device Settings >> Power preferences >> and turn off "HDMI Device Control".

 

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2 years ago

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vy46

Visitor

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3 Messages

I just tried turning off “HDMI device control “ but the problem reoccurred 

The technician only replaced outdoor cable…. He didn’t mention compatibility issues, possibly because I had just swapped out the main cable box 

2 years ago

0

CCKorie

Problem Solver

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1.1K Messages

Thanks for trying that! Please go ahead and send us a DM with your name and address so we can dig deeper into this for you. :) 

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “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 no longer work for Comcast.

2 years ago

0

user_cb2610

Visitor

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2 Messages

2 years ago

Me too. Do I need new hardware?

1

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user_cb2610

Visitor

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2 Messages

@user_cb2610​ THis has been going on for several months. I didn't know it was caused by pausing or rewinding my show. I have not been watching TV very much, so didn't understand.

2 years ago

0

user_5ba9ce

Visitor

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1 Message

2 years ago

I am having the same problem.  I have tried the various fixes on the forum, but nothing has worked.  My message says I need to insert the instant replay card into my box.  The problem is only happening on one of my two TVs.  The TV directly connected to the main box is fine.  The one in my bedroom is the one experiencing the issue.  

1

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CCBrandon1

Problem Solver

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770 Messages

Hello @vy46 I am sorry to read you have been having trouble with some features on your secondary receiver. I appreciate you trying steps to get this resolved, it sounds like we may need to swap out the equipment. I know a few days have gone by, were you able to get this resolved? If "no", send me a direct message, and we can work on getting this replaced. You can also swap in store if preferred here is a link to find the nearest retail location. 

 

To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message 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 no longer work for Comcast.

2 years ago

0

user_e9d49c

1 Message

1 year ago

My pause quit working this week after functioning normally for two years. Infinitely frustrating 

1

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CCJodie

Problem Solver

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1.3K Messages

@user_e9d49c Sorry to hear about that! Are the rest of your remote functions working? 

I no longer work for Comcast.

1 year ago

0

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