I have the exact same issue. When I called them I was told that not only is there nothing that can be done to fix this, also I am not allowed to return to my old service boxes. This is completely ridiculous if you ask me I'm paying about $200 a month, and I can't even leave the room for more then 2 minutes without having to restart my video cause it shuts itself off if paused for that amount of time. You would think if they knew this was an issue they would have removed this error so the video could be paused for an extended period of time or even add the chapters feature like with DVR'd videos.
