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parental controls / Pause not working

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parental controls / Pause not working

We just bought my 11 yo boys TVs for Christmas and set them up with parental controls and use our app to pause their Xbox/TV when their time is up . This function does not seem to be working, though we have used the app to pause the Xbox many times in the past and it activates immediately. Anybody have any thoughts as to why this is happening/how to fix it? We have restarted our gateway three times already. Also just FYI it shows on our app/online that the devices we choae to pause, are paused/ Parental controls are set correctly.Thanks!