user_0dyhc0 Hi there! If your remote isn’t working and you’re looking to unpair or reset it, here’s a quick way to do it depending on which Xfinity remote you have (like the XR11, XR15, etc.).
Here’s a simple reset that works for most Xfinity remotes:
Press and hold the A (triangle) and D (diamond) buttons together until the LED light on the remote changes from red to green.
Once it’s green, press 9-8-1. The LED should blink blue twice—this means your remote has been reset and unpaired.
After that, try pairing it again:
Point the remote at your TV Box, press and hold the Microphone (Voice) button, and follow the on-screen instructions to re-pair it.
If the remote still isn’t responding at all (no lights, no reaction), it might just be time for some fresh batteries—definitely worth a quick swap!
If you have any issues, please let us know, we are here to help!
user_mkccui, Thanks for letting us know. I am sorry to learn about this experience with the remote still not working. Would you mind unplugging the set-top box for 30 seconds and plugging it back in to see if you experience the same issue?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Thanks for trying those steps, user_x6i3tu! Did you also try to reset the TV box? (Unplug the power cable for 30 seconds and plug it back in.) Are you seeing lights on the remote as you press the buttons or is it not lighting up?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hi @user_kizt5i, thanks for reaching out to our Xfinity Community Forums Support, I hope the day has been treating you well. I hate to hear you're having issues with a frozen picture. Have you tried unplugging the power cord to your cable box to restart it?
Also, Samsung TV's typically auto recognize the source/input and will require you to first complete the setup using the Samsung remote, before it will allow you to finish the setup. So if you are stuck on the remote set up portion and trying to use the Xfinity remote, try using your Samsung remote. Let me know if this helps.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hi @user_62f3fh Thank you for taking the time out of your day to reach out. I am sorry to hear your screen has been stuck on that message. Are you setting up new equipment? Try unplugging the power cord to the cable box to restart, let me know if the same thing happens again.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
XfinityAirelle
Official Employee
•
2.7K Messages
3 months ago
Here’s a simple reset that works for most Xfinity remotes:
Press and hold the A (triangle) and D (diamond) buttons together until the LED light on the remote changes from red to green.
Once it’s green, press 9-8-1. The LED should blink blue twice—this means your remote has been reset and unpaired.
After that, try pairing it again:
Point the remote at your TV Box, press and hold the Microphone (Voice) button, and follow the on-screen instructions to re-pair it.
If the remote still isn’t responding at all (no lights, no reaction), it might just be time for some fresh batteries—definitely worth a quick swap!
If you have any issues, please let us know, we are here to help!
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user_kizt5i
Visitor
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1 Message
2 months ago
My screen is froze. I need help with a new Samsung tv and a new Xfinity remote. Could someone help me?
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