Rewind of live TV not working

I am consistently unable to use the "rewind" to back up and watch a live TV program.  I almost always get a message that says "unable to connect" and "try again".  It is really aggravating to not be able to rewind a program you are watching if you are distracted for some reason, for example.  I don't know if it is my service, my X1 box or what so can't use the xfinity app to report the problem.  Any suggestions?  I pay way too much money to have to put up with this aggravation.