Top FAQs


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Watching TV


q

How do I see all of the episodes that are available for my favorite show?

Find a television show in the Guide, Saved, or On Demand sections, or search for the title you want to watch. Then select Episodes to scroll through seasons or go to the Upcoming section to see when the next episodes are on.


q

How long can I pause Live TV?

On your X1 DVR, You can pause and rewind for up to 60 minutes of programming.


q

How can I catch up to the live point of a program after I've paused it?

Press the down arrow on the remote control and select Live. You can also press the Page Up button to skip forward in 5 minute increments or press the Fast Forward button until you reach the current point in the program.


q

How do I activate "closed captions"?

You can turn on closed captioning from Settings or while watching TV. To activate closed captioning from Settings:

  • Press the XFINITY button to access the main menu
  • Use the arrow keys to go to Settings (looks like a gear) and press OK
  • Select Device Settings > Closed Captions and then select the checkbox for On/Off

To activate Closed Captions while watching TV.

  • Press the down arrow on the remote, select CC and press OK. You will see a large CC On indicator on your TV.


q

How do I set the screen resolution on my XFINITY TV Set-Top Box to match my HD Television set?

To set the output resolution, press the XFINITY button on your remote control, from the Main menu go to Settings > Device Settings > Video Display and then select Output Resolution. Use arrow key to move over to drop down menu box and place a check mark to set the screen resolution to match your TV from the drop-down menu. Press OK/Select.

You will see options available based on the capabilities of your television.


q

Does Caller ID work with XFINITY TV?

Yes, Caller ID on the TV works with XFINITY TV.

To enable caller ID, log in to the X1 website (http://x1.comcast.net/webportal/home), and make sure to check the box for "Enable Caller ID Notification".

NOTE: In order to receive Caller ID on the TV, customers must have Comcast Digital Voice (CDV) service and must have Caller ID Notifications set to "Yes" using the X1 website.


q

How do I find out what's on now?

Press Guide on your remote control to see a list of channels with what's airing right now. If you want to see what's on later, press Guide again for a full screen guide.


q

How do I search for a show?

Just start typing! It's that easy. Wherever you are, you can start typing the program title, sports team, actor, or channel name with the number keys on your remote control. Each number corresponds to letters so you can easily spell out what you are looking for.


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Remote Control


q

What is new about my remote control?

The new XR2 remote is your control panel to entertainment. It can control your TV, your X1 cable box and more. But it also has a trick up its sleeve. It uses new RF technology so you don't need to point it directly at the cable box. This means you can put the cable box in a media cabinet or anywhere you like without having to point it directly at your set top box.


q

What does the Last button do?

Tap the Last key on your remote and see up to nine of the last shows and channels you were watching and switch to the one you want with a single tap. You can switch between shows on now, DVR recordings, or XFINITY On Demand.


q

How do I program my remote control?


q

How do I program my remote control for my audio amplifier or audio receiver?

Please review the XR2 Remote Control User Guide available here: http://media2.comcast.net/anon.comcastonline2/support/help/faqs/remotes/XR2_RemoteControl_rev_122911.pdf

For audio amplifiers and audio receivers, use the following codes:

  • ADC 30531
  • Aiwa 30158, 30189, 30405
  • Bose 31229, 31933
  • Capetronic 30531
  • Carver 30189
  • Denon 31360, 31104
  • GE 30078
  • Harman/Kardon 30110, 30189
  • Integra 30135
  • JBL 30110
  • JVC 30074, 30331
  • Kenwood 31313, 31570, 30027, 31027
  • Linn 30189
  • Magnavox 30189, 30531
  • Marantz 30189
  • Onkyo 30135, 30842
  • Optimus 31023, 30531
  • Panasonic 31308, 31518
  • Philips 30189, 31266
  • Pioneer 31023, 30014, 30531, 31384
  • Polk Audio 30189
  • Proscan 31254
  • RCA 31023, 31254, 30531
  • Sansui 30189
  • Sony 31759, 30158, 31758
  • Soundesign 30078
  • Stereophonics 31023
  • Sunfire 31313
  • Technics 31308, 31518
  • Victor 30074, 30331
  • Wards 30158, 30189, 30014, 30078
  • Yamaha 30176, 31176

q

My remote control's LED is blinking 5 times with each key press, what is wrong?

Your remote control is indicating that its battery is low and it is time to change the batteries.


q

Do I need to have the remote control pointed directly at the Set Top Box?

No, with the new remote control for XFINITY TV remote control you do not need to point directly at the set top box. Your remote control is Radio Frequency capable (RF) which allows you to control the STB with much more flexibility than in the past. See instructions on the back of the remote to pair your remote to your set top box for RF usage.


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XFINITY On Demand


q

What's new in XFINITY On Demand?

Beautiful poster art, critic and audience ratings, and thousands of choices highlight the best of XFINITY On Demand movies and TV shows available on your TV. Choose from your favorite networks, genres, just in, and free selections. Smart tip: Use the yellow A key on your remote to filter only HD or new titles or sort all of your choices A-Z or by popularity.


q

Can I stop my XFINITY On Demand movie and finish watching it later?

You can save and return to shows over 40 minutes for 24 hours and rented movies for 24-48 hours. When you stop a program, it will be transferred into Recently Viewed. To view the program again, press the XFINITY key to access the main menu, then Saved > Recent > Recently Watched. Note that free programs 20 minutes in length are not saved and free programs 20-40 minutes are saved for 3 hours.


q

How can I prevent other people from ordering On Demand programs that are not free or Pay-per-view?

The Parental Controls feature allows you to restrict the viewing of PPV, as well as certain program titles and channels. Once restricted, the program can be viewed only by entering the Parental Control code, or PIN.

To access the Parental Controls feature:

Press the XFINITY key to access the main menu, then select Settings > Parental Controls. Follow the on-screen instructions if you haven't set up a pin yet. Then, you can set-up both Parental Controls (Locks) and Purchase PINS under the Parental Control Settings feature. PINs Manager will allow you to set the PIN for the Parental Control and XFINITY On Demand purchases. Once set up, the purchase PIN will be required to buy any program selected to watch. You can still watch all free programs without entering your purchase PIN.


q

What if I missed a Pay-Per-View event that I ordered?

You will need to contact Comcast Customer care to cancel the PPV program prior to the start time to avoid being billed for the program.


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Parental Controls


q

How can I control access to content in my household?

Parental Controls allow you to restrict the viewing of programs by rating, channel, or title. Once restricted, a program can only be viewed by entering the parental control code. Parental Controls also allow you to hide adult titles from displaying on the screen, lock certain services, or lock all content at a certain time or day.

To use Parental Controls, press the XFINITY button and then go to Settings > Parental Controls. Scroll down to PINs Manager and you will see where you enter or select both a Locks PIN and a Purchase PIN. A Locks PIN is used for Parental Control while a Purchase PIN is used to block purchases of XFINITY On Demand and Pay Per View programming. If you do not specify a Purchase PIN, anyone in your household will be able to purchase a product, such as XFINITY On Demand programs by selecting Rent On Demand and confirming a price of purchase.

There are several types of Locks that can be set:

  • Movie/TV Ratings
  • Channels
  • Titles
  • Services such as On Demand, Extra & Apps, and Networked Devices
  • Safe Browse - To hide adult titles from the program listings
  • Time Locks - To block all content at a certain time and day

You can reset your Parental Controls settings by accessing the X1 website at https://x1.comcast.net/webportal/home and select "RESET" under device settings.


q

What if I forget my Pay-Per-View PIN or Parental Controls Code?

Go to the X1 website at http://comcast.com/x1 and select XFINITY TV SETTINGS. You will need to enter your Comcast ID and password. You will then be redirected to the XFINITY TV Settings site where you can manage each of the Set Top Box device settings including your Pay Per View PIN and Parental Controls.

If you have any difficulties, you can call Customer Care to reset Parental Codes and PINs. Customer Care is available at 877-896-8678, 24 hours per day.


q

What if I forget my Parental Controls Locks or Purchase PIN?

Access your XFINITY TV settings at https://x1.comcast.net/webportal/home. You will need to enter your Comcast ID and password. You can reset your Locks and Purchase PINs under each Set Top Box's device settings.

If you have any difficulties, you can call Customer Care to reset Parental Codes and PINs. Customer Care is available at 877-896-8678, 24 hours per day.


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DVR


q

Will I be able to record more than one program at a time with my DVR?

The DVR can record up to four HD shows at the same time while you're watching a fifth show on TV. Access all of your recordings or prioritize your series by selecting DVR on the XFINITY menu.


q

Can I record all episodes of a program using my DVR?

Yes, the default option is to Record only the episode of the program that you have selected. If the program is part of a series, such as a comedy, drama, or recurring news or sports program, you also have the option to record the series. You can press record again to record the series or select the recording options for the program and select "Record Series"


q

What happens if my DVR temporarily loses power?

All recordings saved prior to the power loss are preserved, as well as future scheduled recordings. Only recordings scheduled to record while the power was out will be affected. In this instance, there may be one or more segments of your recording that can be played as your DVR will try to record your program before and after the power outage.


q

Do Parental Controls work with DVR?

Yes, the Parental Control feature restricts viewing of recorded programs. The DVR will record the program regardless of the Parental control setting. However, if a recorded program has a Parental Control lock and if you attempt to view it, a restricted notice will appear requiring you to enter your PIN to watch the program. You will not be able to see or hear a locked recorded program without first entering your PIN.


q

Can I record a program in Dolby Digital 5.1?

Yes! As long as the program is being broadcast in Digital Audio, the DVR will record the digital audio portion.


q

Can I schedule a DVR recording of 3D programs?

Yes. As long as the program is being broadcast in 3D, the DVR will record the 3D portion.


q

How many hours of programming can I store on my DVR?

Currently, the XFINITY TV DVR which can record a maximum of:

  • 60 hours of High-Definition Programming OR 300 hours of Standard Definition Programming.

The combined total hours you can save varies depending on the proportion of HD and SD programming you saved.


q

Can I record music channels?

Yes. You can record and play back music channels.


q

Can I record Channel 1 XFINITY On Demand programs?

No. Channel 1 XFINITY On Demand programs cannot be recorded by the DVR. Keep in mind, however, that Channel 1 programs are available to watch over a specified period and can start anytime you choose.


q

Does the DVR record the on-screen program guide, audio volume changes, or anything else that appears on the screen when I use the remote's keys?

No. DVR records only the video and audio of the program you are recording.


q

On occasion, a recording starts a minute or two after the program has begun. Why?

DVR is synced with TV Listings. If a network starts the program a minute earlier than the on-screen program guide's schedule time, DVR will miss that first minute unless you program DVR to start a minute early. Start times may be adjusted on the Recording Options screen.


q

How long can I keep my recordings?

You can keep them as long as you want, but you may need to erase some recorded programs from time to time in order to make room for new ones. You can change the recording option to save until I delete, if you want to be able to watch them over and over again.


q

Does the DVR automatically erase programs when the record space is full?

Yes. DVR is set to automatically erase programs when space is needed. DVR deletes the oldest recordings first. However, you can change the recording option to "Save Until: I delete."


q

Why am I being asked to enter a PIN for a show I just recorded?

Parental controls do not affect recording of a program, they only affect program viewing. It is possible to record an adult program, even if content at the program's level is locked. However, the program is not viewable until the Locks PIN is entered.


q

How do I know if my program will record or if I have a conflict?

You may be presented with a conflict notification when you set up more than 5 recordings that air at the same time. You can choose to record your new program and cancel the lowest priority program or just cancel the new recording request. The recording should also display an icon to indicate it will not record in the guide or program information. You can always see what will record in your scheduled recording list.


q

Can I schedule my programs to record when I am not at home?

Yes, you can schedule your DVR from xfinitytv.com or the XFINITY TV remote app when you are on the go or from home. Just sign in with your Comcast ID from your PC or mobile device and select a program on TV to record.


q

Can I recover a DVR Recording that I accidentally deleted?

Check "Deleted" in the Saved option from your Menu. You can select the recording that you want to recover and select Restore to move it back to your Recordings or select Erase to permanently delete it.


q

How do I change the priority of series recordings in case of conflicts so I can be sure to get all of episodes I want to watch?

Press the XFINITY button on your remote, select Saved, then select Priority Manager. Highlight the show you want to change and press OK, then move the show up or down in the priority list. The higher the show is in priority, the more episodes you will record if there are conflicts at the same time it airs.


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Applications


q

How do I connect my Pandora, Twitter, and Facebook accounts to the apps on X1?

Visit the X1 website at http://x1.comcast.net/webportal/home and connect the third party accounts you want to access on your X1 STB.


q

Can I keep someone else from accessing applications through my XFINITY TV service?

Yes, you can log in go to the XFINITY TV Setting site at http://comcast.com/x1 and enable a privacy setting for Sharing, Pandora, Facebook, and Voicemail. Saving the privacy setting will require you to enter a PIN when you access your account on your TV. Your application PIN is the keypad equivalent of the first four characters of your Comcast ID password. For example, if your password is "XFINITY", your application PIN would be "9346". Use the '1' key for symbols and special characters.


q

Is there a way to create a mix of all my Pandora radio stations?

Yes, the Quick Mix feature is a great feature in Pandora to create a new radio station which plays all your music.


q

How do I exit from Pandora and return to viewing my XFINITY TV service?

To stop Pandora and return to your XFINITY TV Service, press Exit on your remote control. Select Exit from Pandora and Press Ok/Select. This returns you to the Application Menu where you can continue to navigate XFINITY TV.


q

How do I add additional locations to the weather app?

You can add up to five additional locations. When you are viewing the Weather app, simply press the yellow A button on your remote control and follow the prompts to add additional locations. You can also add international locations.


q

How do I check traffic at various locations?

Your initial view of traffic information is for your home location. To view traffic for a different location, after you enter the traffic application do the following:

Press the XFINITY menu button. Select Apps, press OK/Select, then select Traffic, press OK/Select, select another location. Just press the yellow A button on your remote and then select a location from the list.


q

Is there some way for me to check out my commute route before I jump in my car to get to work to avoid delays?

Yes, the Traffic app is a great way to check your commuting routes before you get in your car. Here is how you do this:

In the Traffic App, to view traffic for a commute you have added, press the yellow A button on your remote and then select a commute from the list.

To add a commute, press the yellow A button. Select Add Commute. You can start from the current location or add a start location. The keyboard will display to add a start location or enter your destination location. Select done on the keyboard when you have finished entering your information.


q

Do my Parental Control settings apply to Facebook and Pandora?

Yes, you can choose to disable the ability to view content from the internet in the Parental Controls section in Settings.


q

Does X1 store my Facebook and/or Twitter credentials (log-in and passwords)?

X1 does not store third party credentials like those required for Facebook or Twitter. Facebook and Twitter ask directly for these on their respective web sites. X1 is only getting an authentication token and you are providing permission for this link.


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Trouble Shooting


q

Basic Trouble Shooting Tip - Always Check the following:

  • The TV is powered on and set to the appropriate input source for the set-top box.
  • The set-top box is powered on and tuned to an authorized cable channel.
  • All video cables between the set-top box and the TV are firmly connected.
  • The coaxial cable feed is firmly connected to the set-top box and the wall jack.

If you have checked all of the above, then check these too:

  • If the set-top box video output is connected to a home theater unit, verify that the home theater unit is powered on and set to the appropriate input source.
  • And the set-top box video output is connected to a TV through an HDMI connection, power off the TV and then power off the box. Wait one second and then power on the devices.

q

When using the remote control, the red light blinks five times each time you press a key when you need new batteries.

Replace the batteries with two (2) new AA batteries.


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AnyRoom DVR


q

Does the X1 platform from XFINITY support AnyRoom DVR?

X1 DVR (with AnyRoom functionality) is a new service on the X1 Platform from XFINITY that allows a customer to watch recorded shows from any X1 Platform set-top box in the house, not just from the primary DVR (XG1 device). This feature extends the DVR functionality to non-DVR set-top boxes within the home

  • XG1 (Primary DVR) - DVR set-top box on the home network (server)
  • RNG150N (Companion Boxes) - Non-DVR set-top boxes on the home network (client)

Full DVR functionality with the exception of controlling live TV: pause, rewind, jump to live, instant replay, etc.


q

Can I schedule recordings from a Companion box?

Yes, the companion boxes have the same functionality as the primary DVR for scheduling recordings.


q

Can I manage my DVR from a Companion box?

Yes, the companion boxes have the same functionality as the primary DVR to manage scheduled recordings, change recording settings and priorities, delete schedule recordings, etc.


q

Can I pause and rewind live TV on a Companion box?

No, only the DVR has the ability to control live TV at this time.


q

Can I play back the same recording on more than one TV at the same time?

Yes, you can playback up to 4 programs at the same time. They could be four different programs or the same program on 4 different TVs.


q

Why do some of my recordings have a yellow circle with an exclamation point next to them?

The yellow icon indicates that we can not find the recording on the home network. This may be because the primary DVR doesn’t have power. Check your power connection on your XG1 DVR STB and try to access the recordings again.

Recordings that were on a DVR that is no longer in your home will be maintained for a period of time. They will be cleaned up over time but you can also delete them to remove them from your recordings list.


q

How do I get X1 DVR with AnyRoom functionality?

If you are currently an X1 platform customer, just call XFINITY at 1-800-COMCAST to add the service to your account.


q

Can I start a program in one room and finish it in another?

Yes, X1 DVR (with AnyRoom functionality) will save a single resume point for a recording that you can access from any DVR or companion box.


q

Do I need new equipment?

If you are currently an X1 platform customer, no. The equipment in your home already supports this functionality. You will just need to call 1-800-COMCAST to activate AnyRoom DVR.


q

Can I have more than one DVR with AnyRoom DVR?

Yes, the recordings list will show a consolidated list of recording from all of the DVRs.


q

Which DVR will a program record on when I schedule it from a companion box?

When the companion box is first installed, you can choose which DVR you would like to schedule recordings to.


q

Can I change the DVR that my companion box schedules recording on?

You can change the default DVR at anytime in the settings menu.


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Contact Us


q

How do I get phone support for my X1?

  • The support phone number is 1-800-XFINITY.

q

Want to chat with us?

Click here for an online with us about the X1 Platform: