Feedback on XR15 Remote Support

Subject: Feedback on XR15 Remote Support – Important Issue Affecting Many Customers

Hello,

 I recently swapped out my TV box and had the following problem.

I’m writing to share feedback that I believe could significantly improve the customer experience for anyone trying to pair a Xfinity XR15 remote with certain TV models.

Recently, I spent several hours on the phone with multiple Xfinity technicians attempting to pair a new XR15 remote to my TV. The remote controlled the Xfinity box correctly, but it would not control the TV’s power or volume. Each technician repeated the same troubleshooting steps, but none of them addressed the actual cause.

After extensive trial and error, I discovered the real issue:

Many Sharp‑branded TVs are actually rebranded Hisense models, and they require Hisense IR codes—not Sharp codes. Once I manually entered the Hisense code, the remote worked immediately.

In addition, the instructions provided by support and on the website often reference the “Xfinity + Mute” method, which does not apply to the XR15 remote. The XR15 requires the “A + D” method for programming and reset. This mismatch in instructions caused a lot of unnecessary confusion.

These two points would save customers and support staff a great deal of time:

1. When a customer has a Sharp TV, ask whether it may be a rebranded Hisense model and try Hisense codes.
2. Ensure XR15 instructions reference the correct “A + D” programming method instead of “Xfinity + Mute.”

I’m sharing this in the hope that it helps improve the troubleshooting process for future customers. This is a predictable and easily fixable issue once the correct information is known.

Thank you for taking the time to review this feedback.