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problem online XFINITY TV Control

Frequent Visitor

problem online XFINITY TV Control

I have a problem with my online XFINITY TV Control... under Manage Cable Boxes & DVRs
It is listed that I only have one eligible cable box under eligible cable boxes in my home. When my eligible cable boxes are displayed on the XFINITY TV app, only one cable box displayed is available for "TV Control". Two cable boxes are identical. "TV Control" used to work on both boxes before I exchanged my old coaxial digital boxes for new HDMI ones. Is this a cable office issue?

 

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Official Employee

Re: problem online XFINITY TV Control


geneI wrote:

I have a problem with my online XFINITY TV Control... under Manage Cable Boxes & DVRs
It is listed that I only have one eligible cable box under eligible cable boxes in my home. When my eligible cable boxes are displayed on the XFINITY TV app, only one cable box displayed is available for "TV Control". Two cable boxes are identical. "TV Control" used to work on both boxes before I exchanged my old coaxial digital boxes for new HDMI ones. Is this a cable office issue?

 


What are the makes, models, and names of these boxes?

 

Which box works?

What is the name of the box that is not appearing online nor on the XFINITY TV Remote App?

What date did you connect your new box?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: problem online XFINITY TV Control

"Livingroom" cable box works with XFINITY TV Remote App.

  • Make & Model: MOTOROLA PR150BNMR
  • Serial Number# PAQT00244635
  • MAC Address B4:F2:E8:63:F6:61

"Master Bedroom" cable box does not work with XFINITY TV Remote App.

  • Make & Model: MOTOROLA PR150BNMR
  • Serial Number# PAQT00182600
  • MAC Address B4:F2:E8:39:1D: DA

Both cable boxes were installed on: 11/30/2012

Official Employee

Re: problem online XFINITY TV Control


geneI wrote:

"Livingroom" cable box works with XFINITY TV Remote App.

  • Make & Model: MOTOROLA PR150BNMR
  • Serial Number# PAQT00244635
  • MAC Address B4:F2:E8:63:F6:61

"Master Bedroom" cable box does not work with XFINITY TV Remote App.

  • Make & Model: MOTOROLA PR150BNMR
  • Serial Number# PAQT00182600
  • MAC Address B4:F2:E8:39:1D: DA

Both cable boxes were installed on: 11/30/2012


Try unplugging your Master Bedroom box for a minute or so and then plug it back in.

 

I suggest you do this before you leave the house or before you go to bed. It takes some time for the grid to fully load and for the cable box to fully sync back up again.

 

After you have done this, please try again and let me know the results.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: problem online XFINITY TV Control

I've tried this last night with no improvement but I'll try it again.

 

Official Employee

Re: problem online XFINITY TV Control


geneI wrote:

I've tried this last night with no improvement but I'll try it again.

 


Don't do it again. It can take up to 24 hours though. I

 

If you are still seeing this issue after 24 hours, private message me your account number and Comcast.net e-mail address.

 

User CCCarole has wrote step-by-step instructions on how to send and read private messages:

 

At the top of each Forum page you will see a small white envelope. This is the icon for Private Messages, referred to as ‘PM’s’.  A Private Message is a way to communicate in private, to another User, Moderator, or Administrator out of public viewing the Forums.

  

The white envelope turns to yellow when you receive a PM. 

 

To open a PM to read it, double click on the yellow envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message.  You can also access this area by clicking on the Username in a Thread or post.  By default, Private Messages are enabled.  You can disable this feature in My Settings>Preferences> Private Messenger.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support

 


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Frequent Visitor

Re: problem online XFINITY TV Control

OK! But I have been working with other online personel for over a month with no result. The device in question has been recycled several times. I am wondering if this could be a cable office or account matter?

Official Employee

Re: problem online XFINITY TV Control


geneI wrote:

OK! But I have been working with other online personel for over a month with no result. The device in question has been recycled several times. I am wondering if this could be a cable office or account matter?


I do not know what you mean when you say "cable office matter"? Are you an XFINITY Business Class customer? If so, the DVR Manager feature will not work. Even then, you have one DVR working so that would not be the case.

 

It most likely is an account matter. There may be data tied to your account that never has updated. Sometimes, this takes up to 24 hours to fully sync and other times it needs to be adjusted manually.

 

Since you are using a Yahoo account, I will need you to PM me your account number and Comcast.net e-mail address so I can look into your account.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Please post so people with similar questions may benefit.
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New Poster

Re: problem online XFINITY TV Control

We just got the MOTOROLA PR150BNMR and the app says no eligible tv's.
New Poster

Re: problem online Xfinity TV Control

Everything is working now. I don't know what changed to correct the issue but it's all good now. Thanks for all of your assistance in this matter!

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