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remote control problems

New Poster

remote control problems

Out of no where most of the buttons on my remote stopped working.  I changed batteries but the did not help.  The only buttons working are the on/off, mute, and volume buttons.  The setup button brings the options up on the screen, but cannot navigate due to no other buttons working.   I cannot change channels, access the guide, on xfinity oiptions, arrows, or number pad.  Therefore I cannot even attempt to reprogram in order to see if that helps.

Official Employee

Re: remote control problems


dbowings wrote:

Out of no where most of the buttons on my remote stopped working.  I changed batteries but the did not help.  The only buttons working are the on/off, mute, and volume buttons.  The setup button brings the options up on the screen, but cannot navigate due to no other buttons working.   I cannot change channels, access the guide, on xfinity oiptions, arrows, or number pad.  Therefore I cannot even attempt to reprogram in order to see if that helps.


Both boxes or just 1?


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New Poster

Re: remote control problems

Just the one in the living room.  The second remote is working fine.  It is model #XR11

New Poster

Re: remote control problems

Just the one in the living room.  The second remote is working fine.  It is model #XR11

I'm not sure if I entered my reply to your question in the correct location so I am resending it.

New Poster

Re: remote control problems

Andrew - please let me know if you are still with me so I know wether or not to start over again.

Official Employee

Re: remote control problems


dbowings wrote:

Andrew - please let me know if you are still with me so I know wether or not to start over again.


Try resetting the box, if that doesn't do anything. Unpair your working remote and see if it works. This will tell you if it's the box or remote.

 

Unpair-press and hold setup, LED goes red to green and enter 987


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New Poster

Re: remote control problems

Resetting the box did not help.  I tried pressing and holding the setup button - the red light went to green.  However it would not give me a screen to enter 987, nor do the number buttons work.  

Official Employee

Re: remote control problems

There's no screen that will pop up. If you did it right and still have no control functions with the second remote, it could be the box.

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New Poster

Re: remote control problems

I actually tried the setup feature with both remotes and nothing other than the light turning green on both happened.  The number buttons did nothing with either.   What do I need to do if it is the box?  Will a new one be provided to me?

Official Employee

Re: remote control problems

Swap it out at your local service center. Do both remotes work at the second box?

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New Poster

Re: remote control problems

Do I need something to show the service center so they will swap the box.  Is there a charge for thgis?

I cannot get the problem remote to wor4k on my second TV.  I tried holding the setup button until it turned green - entered 987 and nothing happened.

Should I get the service cenbter to swap both the box and the remote?  Again, is there a charge for this and do I need something from you indicating they should swap these?

 

 

New Poster

Re: remote control problems

Andrew - It's been over an hour.  Do you have a reply for me?

New Poster

Re: remote control problems

Amessage just came up on my TV screen.  I followed directions and now it is working fine.  Thanks anyway

Official Employee

Re: remote control problems

Sorry, I work in the field, and the forums are not an automatic chat line. Are both remotes and both boxes. working? You weren't clear.

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New Poster

Re: remote control problems

The only buttons on my remote that work are the power and volume.  How do I correct this?

Service Expert

Re: remote control problems


Marilynzigler52 wrote:

The only buttons on my remote that work are the power and volume.  How do I correct this?


on the remote press and hold the setup button until the remote's LED changes from red to green. then quickly type in numbers 987. working now? if yes, press and hold the setup button again until LED turns to green then press the Xfinity button and type the numbers that appear on the screen. then hit exit or skip to skip setup of other devices.




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