XFINITY TV Frequently Asked Questions

Watching TV:

  • Q: How long can I pause live TV?

    A: The pause length varies based on the type of channel you are watching. You can pause and rewind for up to 90 minutes of standard-definition programming and pause and rewind up to 30 minutes of high-definition programming.

    The buffer size for XFINITY TV is 30 minutes for HD and 90 minutes for SD.

  • Q: How far back can I rewind live TV?

    A: DVR creates a buffer of a program you are watching as long as you remain tuned into that program. You can rewind up to 90 minutes of standard-definition programming and up to 30 minutes of high-definition programming.

    The buffer size for XFINITY TV is 30 minutes for HD and 90 minutes for SD.

  • Q: How can I catch up to the live point of a program after I've pause it?

    A: Press the Fast Forward button until you reach the current point in the program.

  • Q: How do I set-up "closed captions?"

    A: To set up closed captioning, press the xfinity button on your remote control and from the Main menu go MyTV, then scroll to highlight Settings, Device Settings and Overview, then Video Settings, select Closed Captioning. Use arrow key to move over to the Closed Captioning box and place a check mark to turn the Closed Captions On, press OK/Select. To disable Closed Captions, remove the check mark, press OK/Select.

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

    A: To set the output resolution, press the xfinity button on your remote control, from the Main menu go to MyTV, then scroll to highlight Setting, 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?

    A: Yes, Caller ID works with XFINITY TV.

    To enable caller ID, log in to the XFINITY TV Web Portal, and make sure to check the box for "Enable Caller ID Notification".

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

  • Q: How can I find out what channels and programs are available in HD?

    A: The XFINITY TV on-screen program guide provides many tools for finding programs airing in HD.

    • HD Guide Sort Option - From the main menu, highlight Guide, then press * for Options, use arrow buttons to sort by HD Channels and guide will display only HD programming. Use arrows to navigate the guide to select the HD program, press <OK/Select> to tune to channel selection.
    • Program Info Guide – From the Program Information Guide select the <Watch in HD>. By pressing <OK/Select> you'll tune directly to that HD channel.
    • HD Icons - All programs broadcast in HD will have an HD icon in the listing cell next to the program title and in the program information.
    • HD Recording Settings - You can choose to record your favorite programs in HD if available by selecting Save Settings when scheduling a recording.

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DVR:

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

    A: Yes, you may record more than one program at a time with your XFINITY TV Service. You can actually save up to two programs at the same time, and even watch a third program of any kind - a live program, a previously saved program, a on demand selection or Internet content while those recordings are in progress.

  • Q: Can I record or save all episodes of a program using my DVR?

    A: 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 of recording all episodes of the program.

    After initially saving a program, the Info Panel displays with an indicator on the Save Options Button. Select Record Options, press Okay/Select. Select 'Record this Series'. A check mark appears next to this select. Press the Left Arrow. The series is recorded. If the episode is currently airing, recording starts immediately. The series is also listed in Favorites for future recordings.

  • Q: What happens if my DVR temporarily loses power?

    A: 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.

  • Q: Do Parental Controls work with DVR?

    A: 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?

    A: 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?

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

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

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

    • 120 hours of High-Definition Programming OR
    • 600 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?

    A: Yes. You can record and play back music channels.

  • Q: Can I record Channel 1 On Demand programs?

    A: No. Channel 1 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?

    A: 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?

    A: 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: If a scheduled recording of a live sporting event happens to go into overtime, does my DVR automatically recognize this and continue recording until the live program is over?

    A: With XFINITY TV, you will be prompted for recording options once for live events. If the program guide is updated before the end of the event to reflect the later end time, the program's recording will be automatically extended. You can further extend the duration of the recording for up to 2 hours through the Save Settings Screen available on the Program's Info panel.

  • Q: How long can I keep my recordings?

    A: You can keep them as long as you want. Just remember, the recording space is limited, so you may need to erase some recorded programs from time to time in order to make room for new ones. You can set recording to save until you 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?

    A: Yes. DVR is set to automatically erase programs when space is needed. DVR deletes the oldest recordings first. However, you can change the Delete Priority Setting to save recordings "Until I Delete".

  • Q: I would like to record/save a video that I just watched in the Xtras menu. Can I do this with my XFINITY TV service?

    A: At this time the videos available in the Xtras menu are streamed and cannot be recorded.

  • Q: I recorded a program, but now I'm being asked for a PIN when I try to watch it.

    A: 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.

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On Demand:

  • Q: Can I stop my On Demand movie and finish watching it later?

    A: You can save and return to most shows for 24 hours and some purchased movies for 48 hours. When you stop a program, it will be transferred into Recorded Programs. To view the program again, access Recorded Programs from MyTV, in Favorites and highlight the program you would like to watch and view the program information for your viewing options. Most free programs under 20 minutes in length are not saved.

  • Q: Can I purchase On Demand movies from your web site?

    A: No. But ordering On Demand shows from Comcast XFINITY TV is as easy as choosing the program and confirming the order. All it takes is a push of a few buttons on your remote while using your On-Screen guide.

    XFINITY TV Customers On Demand ordering Instructions:

    • Press the Xfinity button on your remote.
    • Highlight ON Demand, press OK/Select.
    • Highlight desired category (each Category includes On Demand Offering and some Categories can be sorted by On Demand content) and press OK/Select.
    • Use arrows to make your selection from any of the On Demand programs listed and press OK/Select.
    • Select RENT or WATCH ON DEMAND for selected program, press OK/Select.

    Confirm your selection and enjoy!

  • Q: How can I prevent other people from ordering Pay-per-view?

    A: The Parental Control 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.

    Highlight the Parental Controls category on the screen Parental controls also allow you to hide adult titles from displaying on the screen.

    To access the Parental Control features:

    • From the Main menu, highlight MyTV, then highlight the Settings features on the screen
    • Press OK/Select
    • Highlight Parental Control and press OK/Select
    • Follow the on-screen and follow the on-screen instructions.

    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 On Demand purchases.

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

    A: 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..

  • Q: Why can't I select the Watch button in an On Demand program?

    A: If an On Demand program is scheduled to be available in the future, but is not yet available at this time, the Watch option is not selectable. You can add the program to list it in your Favorites and find it easily when it does become available.

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Search:

  • Q: How do I search for specific channels, shows, actors, etc.?

    A: To begin the Search function, use the keypad to enter specific program criteria using the numeric keypad on your remote control (search for specific programs by movie title, actor, genre, etc.). Press OK/Select, enter */# for more specific filters. Press OK/Select. Continue entering characters or refine search.

    Or, you can now find shows as easily as changing the channel. Just start typing in numbers. If you press OK/Select (or wait), we'll change the channel, just like you're used to. But that's not all! We'll also find anything you can watch that matches what you type. For example typing 4 (ghi), 2 (abc), and 6 (mn0), will show you "HBO," and typing 5-6-7-8 will show you "LOST." Find Channels, Shows, Actors, Sports teams. Try It!

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Apps:

  • Q: How many hours of Pandora can I listen to on a monthly basis at no charge?

    A: Currently there is not a limit on the number of hours per month to enjoy Pandora through your XFINITY TV service.

  • Q: Can I keep someone else from accessing Pandora through my XFINITY TV service?

    A: Yes, you can log in to the XFINITY TV Setting site at http://x1.comcast.net/webportal/home. Go to XFINITY TV User Settings tab and "enable PIN for Pandora" under "Privacy Settings". Your application PIN is the touchtone keypad equivalent of the first four characters of your comcast.net password. For example, if your password is "XFINITY", your application PIN would be "9346". Use the '1' key for symbols and special characters. When you select Pandora under Apps on the Main Menu you will be asked to choose "User" and then enter your PIN to access Pandora.

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

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

    • From the Pandora Main Menu: Select View Stations (first icon in the track menu).
    • Select Quick Mix (it's the second entry on the right menu). Press Ok/Select.
  • Q: How do I exit from Pandora and return to viewing my XFINITY TV service?

    A: 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: Can I add additional locations to the weather app, and if so, how do I do that?

    A: Yes! You can add up to five additional locations. When you are viewing the Weather app, simply press the [*] 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?

    A: 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 * on your remote and then select a location from the list. The traffic information for the location you select displays.

  • 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?

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

    You can enter and save different commutes within the Traffic function. Once you have entered a commute, you may see, depending on the roads in your area, up to three alternate routes. For each route, you can see traffic conditions, a route map, estimate driving time, and turn-by-turn directions between the start and end points.

    To view traffic for a commute you have added, press * on your remote and then select a commute from the list.

    To add a commute, use the following steps once you have entered the Traffic application:

    Press *. A list of available locations and commutes displays.

    Select Add Commute. The address box and on-screen keyboard display.

  • Q: Do my Parental Control settings apply to Extras, Facebook and Pandora?

    A: Yes. You can choose to disable to ability to view content from the internet in the Parental Controls section in Settings.

  • Q: Does Comcast store my Facebook and/or Twitter credentials (log-in and passwords)?

    A: No. Comcast and specifically the XFINITY TV service, does not ask for third party credentials like those required for Facebook or Twitter. Facebook and Twitter asks directly for these on their respective web sites. Comcast is only getting an authentication token and you are providing permission for this link.

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Sharing:

  • Q: I would like to tell my friends on Facebook what programs I'm watching (and even rate the programs), is there a way to do this with XFINITY TV?

    A: Yes. There is a way to tell your friends on Facebook what programs you are watching with XFINITY TV Service! The Share function is how you do this. First you need to set up a link.

    After you have established a link between your Facebook, Twitter and XFINITY TV account using the XFINITY TV Services Setting site, you are ready to go. The next steps are as follows:

    • On the Program Information panel, select Share. You are prompted to select the name of the user who is doing the sharing.
    • Select your user name, and if prompted, enter your PIN.
    • Select type of account you wish to use to share, either Facebook or Twitter.
    • Select the appropriate message you wish to share from the three choices in the display (i.e. I love which results in a thumbs up, I'm watching, and I'm not so impressed with...)

    A confirmation message displays at the bottom of the panel confirming that you have successfully shared the message and the program's Info panel displays.

  • Q: How do I check to see if I have set-up my link with Facebook and Twitter? I thought I did this but maybe I didn't?

    A: You should check for your picture and name when you are attempting to share. If you do not see your name as one of the selections, this means you do you have a user account set up for you in Customer Central. If you do see your name, but you don't see your Facebook picture, you did NOT connect your Facebook account. Only the family members who appear as choices with their Facebook profile photos have successfully connected their individual Facebook and Twitter accounts. You can also check your status at the XFINITY TV Service Setting Site http://x1.comcast.net/webportal/home.

    If the status next to Facebook and/or Twitter shows 'Connect' then you have NOT yet set-up your links. If the status shows 'Disconnect' then you have set-up your links.

  • Q: Does Comcast store my Facebook and/or Twitter credentials (log-in and passwords)?

    A: Comcast and specifically the XFINITY TV service does not store your third party credentials like those required for Facebook or Twitter. Facebook and Twitter asks directly for these on their respective web sites. Comcast is only getting an authentication token and you are providing permission for this link.

  • Q: Will my Comcast.net, Facebook, and Twitter passwords be interchangeable now?

    A: You will continue to utilize the individual credentials (login and passwords) for each of your accounts.

  • Q: I would like to change my picture used for the XFINITY TV service. Is this possible?

    A: Your picture used for choosing users in XFINITY TV is copied from your Facebook profile, if you have connected Facebook to your service. When you change your Facebook profile picture, XFINITY TV will change the picture on screen as well.

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Parental Controls:

  • Q: How can I control the access to content I find inappropriate for others to view in my household?

    A: The Parental Control feature allows you to restrict the viewing of programs, as well as certain program titles and channels. Once restricted, a program can only be viewed by entering the parental control code. Parental Control also allows you to hide adult titles from displaying on the screen.

    To begin to utilize Parental Controls you first need to enable them from Settings under the MyTV. Scroll down to PIN's Manager and you will see where you enter or select both a Lock's PIN and a Purchase PIN. A Lock's PIN is used for Parental Controls while a Purchase PIN is used to purchase products such as On Demand and Pay Per View programming. If you do not specify a Purchase PIN, any one in your household will be able to purchase a product, such as On Demand product simply by selecting it.

    Go to the XFINITY TV Web Portal to reset Parental Control and PINS using your computers with Internet access to get to the XFINITY TV Web portal via cCentral (and link to the XFINITY TV Setting Site) or you can go directly to the web portal via the url: http://x1.comcast.net/webportal/home

  • Q: What if I forget my Pay-Per-View PIN or Parental Codes?

    A: Go to the XFINITY TV web portal via cCentral or link directly to the XFINITY TV Setting site via http://x1.comcast.net/webportal/home. You will be redirected to Comcast mySIGNIN page. You will enter your Comcast.net email address and password to authenticate. You will then be redirected to the XFINITY TV Setting 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 x 7.

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Remote Control:

  • Q: How do I program my remote control?

    A: Please review the quick start guide provided with your XFINITY TV Set-top box or link to Remote Control Guide

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

    A: If your remote control's LED is blinking 5 times with each key-press, the battery voltage 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?

    A: 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 set-top box 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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Trouble Shooting:

  • 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.

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

  • Q: Do I need to have the remote control pointed directly at the Set-Top Box?

    A: No, with the new universal 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 set-top box with much more flexibility than in the past.

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