x1 box issues

One out of three boxes we have no longer allows pause or rewind for live tv on any channel. The box has been rebooted and refreshed. The cache has also been cleared several times.

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XfinityEricB

Official Employee

•

1.7K Messages

1 month ago

leeandchris I would be happy to assist you with the box concern with it now working as expected. I would be happy to troubleshoot the problem, and get you a new box if needed.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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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leeandchris

Visitor

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2 Messages

@XfinityEricB

Thanks, but I decided to exchange the box for a new one. This resolved all of my issues.

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1 month ago

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XfinityThomasA

Official Employee

•

1.8K Messages

leeandchris - Thank you for letting us know! I'm happy to learn the equipment swap resolved your issues and appreciate your sharing so other readers may benefit from the info.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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X1

leeandchris

x1 box issues

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