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Can no longer pause || fast forward >> rewind << live TV with FiOS One

We just upgraded our legacy FiOS to FiOS One with multiroom DVR. We should be able to pause live TV, but we can't. Those functions on the new remotes work fine with recorded or recording shows, but we miss the earlier functionality to pause live TV. I called them once, and they gave me some crap about buying the feature with multiroom DVR, except we've already purchased that service. Help!

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