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user_Ls2e9i
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82 Messages

Wednesday, February 2nd, 2022 11:07 PM

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X1 satellite/companion box will no longer pause or rewind live TV

We have three X1 boxes, the main box and two satellite/companion boxes.   One of the satellite/companion boxes will not pause or rewind live TV and gives a message that "Rewind [or Pause] isn't available.  This set-top box doesn't support it."   But it has in the past and our other satellite/companion box in the basement does pause and rewind of live TV just fine.  

Both satellite/companion boxes are XiD-P and are about  6 years old.

I've tried resetting the box in question both online and by unplugging it for a minute with no changes.

Any suggestion on how to fix this?   Is there something that can be corrected online or do I need to bring the box in to the Xfininty store for exchange?

Question

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Updated 

3 years ago

6.3K

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CCLayla

Gold Problem Solver

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259 Messages

3 years ago

Hi, @Lsimon, thanks for taking some time to post in the Xfinity Forum. I'm so very sorry to hear there's been trouble with rewinding and pausing the TV on one of the companion boxes.

I've come across this issue occur before. Could you please try these steps, and let me know the result? The steps are as follows:

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.

6

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user_Ls2e9i

Contributor

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82 Messages

@XfinityLayla​ - 

Thanks for the suggestion.  But none of that worked.  The TV never paused in that sequence as it hasn't at all recently.  Instead I just get the same error message cited in my post:  "Pause isn't available.  This set-top box doesn't support it."

Hopefully you'll have another solution for me.

Larry

3 years ago

0

CCLayla

Gold Problem Solver

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259 Messages

No worries at all! Out of curiosity, were you able to complete the series of steps--regardless of the pause feature may not have worked--then attempt to pause or rewind the TV?

If so, and they still did not work, I'd like to look into using some tools we have here on our end to assist with the box. 

I no longer work for Comcast

3 years ago

0

user_Ls2e9i

Contributor

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82 Messages

Well, the channel changes worked.  Everything else was nothing.  Since the box doesn’t pause it’s always live.  

3 years ago

0

XfinityRyanE

Official Employee

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1.1K Messages

Gotcha, thanks for giving that a shot! Let's take a look at this in more detail, and see if we can figure this out together. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

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

3 years ago

0

user_1a1f88

Visitor

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1 Message

I unplugged and restarted my box.  That ficed the problem.

3 years ago

0

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