This set-top box doesn't support it

Question

We keep getting this message on one of our boxes when we pause or rewind live TV. Two different times I reset our box and it would get stuck on the welcome screen for over half hour. Both times I had to reach out to Xfinity on the chat to have them send a new signal.

XfinityGabriel · Answer

user_nniy73, Hi there! Thanks for reaching out. I never like experiencing issues on my set-top boxes when trying to enjoy some entertainment so I can understand the inconvenience that this can cause. I am sorry to learn about this experience. You've knocked on the right door in virtual land. Our team of experts is excited to help with a solution. We can help! Is the welcome message what you keep getting or do you sometimes see an error code? If you were to do the troubleshooting steps for the TV service in the XFINITY app like in this link here, what results would it pull for you?

X1

user_nniy73

This set-top box doesn't support it

XfinityGabriel

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