Unable to Pause/Rewind

Yes, I did a manual reboot.

 I generally don’t reach out for help because XFinity is typically less than helpful. 

@user_c60dfa We hate to hear you feel this way and definitely want to turn this experience around for you! My team is here to support you, and we promise to help you get these features working again. 

Thanks for trying that manual reboot, but I am sorry to hear it did not help. When did these features stop working on your end? Have you recently made any changes to your account?

Finally, as one last troubleshooting step before proceeding with the next steps, can you also perform a manual reboot on the Internet modem as well? Unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot. 

Please do this at your convenience, and let us know the results. 

I do this often. As I usually have issues with everything. It’s annoying to me and I am sure other customers that I cannot just call and speak with someone who knows what they’re talking about. Why do I have to post this question here to be able to be answered? 

Anyway, I wanted to be able to pause my show so I can do something else and I missed portions of it because of that. If I cannot use this feature, why am I paying for it? 

Thanks for confirming this for us, @user_c60dfa! As a customer myself who enjoys being able to use the pause and rewind feature, I understand the inconvenience that this can cause. I am sorry to learn about this experience. We will certainly do everything within our power to get everything fixed, so you can have a more favorable experience moving forward.  I just removed a service that I couldn't use any longer, so I can relate to this concern. At Comcast, we strive to ensure that your experience is our number one product and provide multiple support outlets for you to contact us in addition to speaking with someone at our 24/7 support number. The beauty of this platform is you can ask questions, request changes, and if you have to leave for a while, you can just reach back us to later instead of having to sit on the phone. Just to confirm, when you say you do this often, do you have to manually reboot the set-top box? Are you noticing any internet service issues? Would you mind also confirming that all of the coaxial cables are finger tight at the outlet and at the back of the equipment? These can become loose and cause a service issue.