I received a brand new box and remote (remote SR-002-R/URC1160) (Box Arris DCX3520e-M). The Remote seems to work fine except the play/pause button does not work making the DVR almost unusable and I can't pause live tv.
So I went and got a different, older style remote from the Spectrum store. That fixed it. It appears the newer remote doesn't 100% work with the Arris box
You can swap a defective remote at any local store, free of charge.
Get some fresh brand new batteries in your remote. Try the play pause button than. If that does not work, reboot your box and try the play pause button again. If that does not work, call Spectrum to re-activate the DVR to your account. Sometimes, particularly with new box self-installs, the DVR codes don't get programmed right, and the DVR box thinks that it is a regular box. I think that the DVR codes may be missing on the account for your box. Call Spectrum to re-activate the DVR codes to your account.
If that doesn't work let them send out a tech, rather than replace the remote yourself and possibly having to go through the same thing again. The tech will be able to bring a remote, do code checks of his own and when he leaves, your play-pause functionality on your remote's DVR should work.
For our reference here, where are you located? State, City, and Zip?
Let us know what happens!
Before phoning in for support I encourage you to powercycle the box. Replace the remote batteries and go through the programming steps for your remote. It could be it just needs to have that done.
So that we fully understand, you can record alright, its the other DVR remote control functions that are not working?