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.
I have unpaired my old remote, (Xfinity gave me a new box). it is installed, I'm unable to get anything response from the TV, except now it is telling me to continue
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.
Hello @user_ca7950, thank you for your comment. If you are having issues with your Roku remote, you will need to contact the manufacturer. Do you have an Xfinity remote that you may need assistance with?
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.
user_3fac40 We're glad to hear you got it working! If there is anything we can help you with in the future, please don't hesitate to let us know.
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.
Continual problems with this XR15v2-UQ remote and my Samsung TV. In past few months have had to call Xfinity and do the unpairing often.
And now after doing the unpairing, I have a Blue screen with 3 circles lighting up back and forth but nothing else happening. Been like that for 20 minutes now.
Please help.
Or I probably will have to get a technician to our house.
user_klq3fu thank you for using the Xfinity Community Forums page to reach out. I would be happy to assist you with your remote and the blue screen you referenced seeing on your end. Can you send over a direct message with your full name and complete service address for me?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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.
I have an XR11 remote that stopped working with cable box, stuck on screen now that says remote not working. I unplugged the box for 30 seconds and then get stuck on screen that says basically select language but still can't get remote to work, tried this which I found in comments (see below). Also, replaced batteries and still can't get remote to work. Can you assist me. checked other TV's and cable and those remotes work.
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!
Accepted Solution
XfinityAirelle
Official Employee
•
3K Messages
7 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!
9
0
user_kizt5i
Visitor
•
1 Message
6 months ago
My screen is froze. I need help with a new Samsung tv and a new Xfinity remote. Could someone help me?
8
0
user_ca7950
Visitor
•
1 Message
2 months ago
Can’t unpair old Roku remote
1
0
user_3fac40
Visitor
•
1 Message
2 months ago
I was able to follow the instructions but needed to change the batteries to make it work even though I changed them not long ago!
1
0
user_y0w0m9
Visitor
•
1 Message
1 month ago
unpair remote for TV
0
0
user_klq3fu
Visitor
•
1 Message
1 month ago
Continual problems with this XR15v2-UQ remote and my Samsung TV. In past few months have had to call Xfinity and do the unpairing often.
And now after doing the unpairing, I have a Blue screen with 3 circles lighting up back and forth but nothing else happening. Been like that for 20 minutes now.
Please help.
Or I probably will have to get a technician to our house.
1
0
user_nk1yk5
Visitor
•
2 Messages
1 month ago
I have an XR11 remote that stopped working with cable box, stuck on screen now that says remote not working. I unplugged the box for 30 seconds and then get stuck on screen that says basically select language but still can't get remote to work, tried this which I found in comments (see below). Also, replaced batteries and still can't get remote to work. Can you assist me. checked other TV's and cable and those remotes work.
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!
1
0