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If you refuse to swap the box, you can’t continue to troubleshoot. It sounds like the box is failing
I am a Retired Official Comcast Employee
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@Chassiskat wrote:
Posting to find out if other customers are having the same problem (yes a tech has been out. We believe it is a bug in configuration).
When watching live tv and hit pause, one of 4 things happens:
a. Nothing at all
b. No pause but a blue circle with a slash through it and message that set top box does not support feature
c. one out of 20 times will actually pause but then jump straight back to "live"
d. Same as C only no audio will play until I hit "exit" button although it was never paused to begin with.
When trying to rewind the surprise options are:
a. Nothing at all
b. Jumps immediately to Live tv going FORWARD (note, this is like hitting the lottery because it means the pause actually worked)
c. No response at all and blue circle with slash through it saying set top box does not support
This has happened within the last 3 days. Was normal prior to this.
As of yesterday, the screen saver ceased showing the usual data for local construction updates, weather forecasts that was quite useful actually. Now just current temperature and time. Was this a Comcast Labs thing that went away?
Anyone else experiencing this? My box is on release version 91.0.3 dated 10/09/2018. The firmware was manually updated yesterday by Comcast to see if there was corruption of some sort, but nothing changed.
I am not planning to swap boxes until there is a totally new box design plus I have a lot of unwatched shows on the hard drive and cloud, more than the extremely limited 60 hours that Comcast will retain when you change (what is up with that, btw? It's not truly cloud storage if you can't move to a different device and still see the same thing. That 60 hours also appears to be why the Xfinity Stream apps never ever match what is actually showing on your Cloud DVR menu, just a random assortment of one show from this series, 3 from another not in any consecutive order)
do you have another x1 set top box in the home? using voice remote say "about" what is the model number shown to right of STB Version?
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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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@Chassiskat wrote:
PX013AN_3.2p4s1_PROD_sey
And no, only 1 box
bummers. The xg1v3 DVR you have has lost contact with its installed memory card and it is not accessable to us customers.
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Serenity7-
I was referring more to the ability of pausing and rewinding as being a possible box failure. I work in the field, it’s not an excuse. If it was a box update it would affect more than a handful. There’s been updates/changes to the screensavers, there’s nothing wrong with it.
I was referring more to the ability of pausing and rewinding as being a possible box failure. I work in the field, it’s not an excuse. If it was a box update it would affect more than a handful. There’s been updates/changes to the screensavers, there’s nothing wrong with it.
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@kmcduffe wrote:
my remote stopped rewinding and pausing could it be because the batteries are low
when you press pause or rewind, what color(s) does the remote LED blink?
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@Bigmist8k wrote:
As of this morning, my remote started doing the same thing. It told me that my box does not support this function. I could no longer rewind or fast forward. I went to my settings and restarted my box. When the restart was done, the problem was fixed. I did notice that my box was flashing mysteriously last night and my internet went out for a few moments as well. I’m sure that may have been what set the problem in motion.
new firmware versions are rolling out. when you have any sort of 'new' issue unplug the set top bxo and then after 10-20 seconds plug it back in. working now?
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@Kitzkatz wrote:
This just started with my box, 1/28/19. I could pause, rewind and ff live tv this morning. Tonight I just get the blue circles and "this set top box does not support...." Did we ever find an answer or is it just wait until it resolves itself? My box and plan are basic, no dvr, but I have always had these functions. The length of time I could rewind decreased when I dropped the dvr - about 45 minutes now - but I haven't changed anything recently and still lost these functions. Thanks!
what model set top box is this? (say 'about' and reply with rest of line after STB version...). what other set top boxes do you have?
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@katzhaus wrote:
Well, it was nice while it lasted. We had the 'your set top box does not support this function' starting two weeks ago. Two days later, everything worked again. and we were back to normal. This morning, the problem was back and I couldn't fast-forward, pause, or rewind any live TV. It is now 1600 hrs and I can FF-Pause-Rew on live TV. Does Comcast derive some perverse pleasure in doing this? I checked with my cousin who lives 1/2 mile away and has VZ FiOS. She never had a problem like ours with FiOS. She switched from Comcast to FiOS in 2016. We'll jump in May when our promotion is up.
on that set top box use voice remote 'about' what is the rest of the line after STB Version..?
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@Kitzkatz wrote:
It resolved itself by the next morning, maybe with the nightly update?
Here is my STB info in case it helps others. I don’t have any other boxes.
PXO22AN_3.2p10s1_PROD_sey
that is a 4 tuner Xg2 so it is likely a fiirmware update didn't fully load. a power reboot would probably had fixed it right away.
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