hevy's profile

Frequent Visitor

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14 Messages

Sun, Oct 11, 2020 1:00 AM

This set top box doesn't support rewind

I hooked up a new Tv tonight, everything works normal, except pause/rewinding live TV. Is this because of the new TV, or is it just a fliuke that the box has decided to malfucntion the night I hook up a new TV? This is literally my number one reason for having a DVR. The box is an X1,  about 2 years old, Tv is a Vizio D-Series 40 (D40f-G9).

I refreshed it, but have been reading that it will continue to happen.

 

Responses

Accepted Solution

Visitor

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2 Messages

3 m ago

This happened to me for the first time today.

What I did --->

1. Press the channel up button. 

2. Press pause.

3. Once paused click exit until it goes to live TV.

4. Press channel down button.

5. Press pause.

6. Press exit until it goes back to live TV.

Then everything started working again. 

Hope everyone figures it out without having to make a service call!

Best of luck everyone!

New Poster

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2 Messages

@Bds29 this actually worked for me! Thank you!
 

Visitor

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1 Message

Yeah weird but it worked

andyross

Gold Problem Solver

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7K Messages

1 y ago

What model cable box?

New Poster

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4 Messages

5 m ago

I have the same issue can someone help with this? “set-top does not support rewind”

New Poster

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3 Messages

5 m ago

As of this morning, I'm having the same issue.  I've been able to rewind using the set-top box since I've had the darn thing.  What has changed?

andyross

Gold Problem Solver

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7K Messages

5 m ago

I have had that happen once or twice, but simply changing the channel and going back fixes it. If it continues, have you tried a simple restart? Either unplug from power for a few seconds, or hit the "A" key and choose restart.

Visitor

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1 Message

@andyross Thank you,  I worked. 

Visitor

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1 Message

4 m ago

I have had my box for awhile and it has always done the rewind and pause live tv. Today it stopped doing it and says “this set-top box doesn’t support it. I have changed channels and came back, restarted my box, did a full reset. Nothing has worked. And I can’t find a “support” person to help. I only get the xfinity assistant and that does nothing but takes me in circles. HELP!!!! That was one of the main features I liked. Not happy. 

Official Employee

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187 Messages

Hey there, @user_8dc8de, thank you for taking the time to reach out to us on our Xfinity Forums. I am sorry to hear you experiencing an issue with your cable box features. Pause and rewind live TV is one of my favorite features as well! Please rest assured, you have reached the right time. So we can begin assisting, please create a new post as this comment is associated with an older post. We look forward to hearing from you soon! 

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Visitor

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1 Message

Is there a new post on this issue as suggested? I am having the same issue. My box had worked fine for several years, but, I started having that same error/issue. I got a new box from Xfinity store and still have the same issue. I was on the phone with Xfinity for over an hour this morning (rebooting etc.) with no resolution. The representative set-up a tech appointment, but, it doesn't sound like it is specific to my system as others are having the same issue. I really don't want a tech appointment and I don't think the issue is in my home system.

Official Employee

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205 Messages

Hello, @user_ccf50d. Thank you for letting us know that you have been having these concerns! We want to you to enjoy the full functionality of your devices and services. We take a lot of pride in the services that we provide but want to be sure valued customers such as yourself are able to enjoy them. It sounds like you have been working with us, getting a new box, troubleshooting which then resulted in the offering of a technician to come check out what may be going on.

 

Have you since set up an appointment for the technician to come out? A lot of times, they are able to see more and swap out the equipment if necessary. Please let me know if you are still having the same issues occurring and if this is on all programs or select ones. Also, can you tell me if this is on live, recorded or OnDemand programming, please?

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Visitor

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1 Message

4 m ago

I am having the same problem only with all functions I cannot pause I cannot rewind I cannot ask forward every time I try something I get the message this set top box does not support it

Official Employee

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70 Messages

Oh, wow; thank you for bringing this to our attention! I can imagine how frustrating this could become, and our Digital Care Team of corporate experts are here, every step of the way! Before we begin, can you please share any troubleshooting steps you've taken so far? I want to make sure that we cover all our bases, and keep your time in consideration. <3

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Visitor

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2 Messages

@user_dd4d5b 

I ended up changing the channel (just channel up botton), paused it and it worked. Then went back to the original channel it was on and paused it and it worked. I hope you got it figured out. This just  happened to me today. 

Regular Visitor

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4 Messages

3 m ago

Pause fast forward, and rewind not working. What gives? I pay good money for your service. You got rid of the Xfinity connect app, and now this? Fix this.please

BlueJeans07

Contributor

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110 Messages

3 m ago

I am not sure if this is what you mean, I will be watching live news and they say something I want to hear again (go back) -
what I do is on the Xfinity remote I keep pressing the down arrow key untill I go back to the part I want to rewatch.
Then you can use the up arrow key to get back to Live program. (The up arrow key goes forward.)
These up & down arrow keys are the ones I also use when watching a recording to re-watch a part.  

Rustyben

Expert

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24.1K Messages

3 m ago

the X1 set top boxes have a special formatted memory card installed that enables the rewind (approximately 1 hour for DVRs and 20 minutes for non-DVR X1 set top boxes. The fix is to swap out the box. reseating the card usually only gives you a temporary fix. 

Visitor

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2 Messages

2 m ago

I am experiencing the same problem - at first a restart would temporarily "fix" the problem but now pause/rewind do not work.  I get a message that the feature is not supported by this box.  Frustrated after trying restart at least 6 times.  The channel up and down feature has stopped working now as well.

(edited)

Official Employee

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146 Messages

Hey there, the Expert reply from higher up in the thread is accurate and provides the best solution! Let me know if you have anymore questions.

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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Visitor

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1 Message

2 m ago

Same happened to me. Hooked up new tv and I have same issues. Did this ever get resolved? 

Official Employee

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78 Messages

Hi there, @user_62234e! Thank you for reporting your issue to the Xfinity Community Forum. Were you able to try the steps that were provided above to see if that helps? If you have and are still having the same problem, feel free to send us a peer to peer chat so we can investigate your account and send a new device if necessary. 

 

To start a peer to peer chat, click on the Peer to Peer chat icon in the top right corner of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

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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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Visitor

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2 Messages

2 m ago

I have reset my box, my modem multiple times and unplugged all multiple times.  I am told on screen the card needs to be replaced?   I tried the option suggested "

What I did --->

1. Press the channel up button. 

2. Press pause.

3. Once paused click exit until it goes to live TV. etc etc

And that did not work.

Still no pause and no rewind.

Now what??

XfinityJay

Official Employee

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154 Messages

Thanks for the update @rklv. Please create your own public post with a summary of the concern you have and what you're seeking support with. For help/support on how to do that, feel free to check out the "Posting in the Forum" section of this link here: https://comca.st/3kLPtcK. Thank you!

Our team is looking forward to looking further into this for you. 

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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New Poster

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2 Messages

2 m ago

I have seen many posts about this issue and xfinity reply with NO offers to help. None. Just a ’thank you’ and ‘make a new post of this problem’... would have taken less time to reply how to fix it.  Lucky for all of us, an xfinity customer who had the same issue posted this....fixed the problem in less than a min. Thanks Bds29!! As for xfinity customer ‘service’...sadly, you have let me and many others questioning why [Edited: "Language"] we pay you sooooo much. SMH

Bds29
1st Reply
1st Kudo
1st Best Answer

Visitor

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2 Messages

a month ago

This happened to me for the first time today.

What I did --->

1. Press the channel up button. 

2. Press pause.

3. Once paused click exit until it goes to live TV.

4. Press channel down button.

5. Press pause.

6. Press exit until it goes back to live TV.

Then everything started working again. 

Hope everyone figures it out without having to make a service call!

This comment was created from this reply

Visitor

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1 Message

@hewill

i I am having the same problem, but I can’t follow your instructions because pressing pause is the problem, I get the message that “this set top box doesn’t support it”. Am I missing something?

Official Employee

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225 Messages

@user_f538e0, thanks for your comment. Which set top box do you have?

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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