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user_j67ci5
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Thursday, March 12th, 2026 3:43 AM

Remote pairing

Cable TV not working. Went through troubleshooting procedures with tech, who finally suggested I needed a new cable box. Got a new one, with a new power supply and remote. Connected new cable box. Pilot light comes on. Pressed “on” button on new remote to turn TV on. No response. Tried unpairing new cable remote. Appeared to be successful. TV still doesn’t respond to new remote. Tried old remote. It turns on TV and it displays welcoming messages then asks for preferred language TV doesn’t respond to remote , new or old, and then goes to “Do you want to keep using Voice. Guidance “ screen. There it freezes and doesn’t respond to any remote. Why?

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2 hours ago

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XfinityAmandaB

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2 hours ago

user_j67ci5 Thank you for reaching out for help with your new TV box and remotes. That does sound frustrating, and I appreciate the chance to help get you taken care of. The old remote not responding would happen unless able to be paired with the new box; the power would work since it is still paired with the TV from the last box. If you are still having issues, I would recommend checking the batteries on both remotes. They can start acting up when running low. I know they come with some, but you never know how long they have been sitting before they get to you. Have you swapped the batteries out already by chance? 

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