Visitor
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1 Message
Remote Control
I have tried ro get my 88 year old mother a new remote for 2 days. Hers is probably 15 plus years old. AI assistant puts me in the same loop over and over. I cant get a live agent. She spends almost $300 a month so she can watch the only entertainment and activity she enjoys. I have to travel over 90 miles round trip to take my mother to a store to get a remote. She is so upset (as am I).
XfinityJustinC
Official Employee
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2.3K Messages
1 month ago
Hello, @user_akv908 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, that is a long drive to the Xfinity store and don't want you to have to make an unnecessary trip with not being able to get in touch with support through the chat option. I can help get a new remote sent out as long as you're an authorized manager on your mom's account, if you need to get added, the primary profile on the account can do so following the steps outlined here: https://www.xfinity.com/support/articles/primary-and-secondary-accounts
Depending on what remote your mother was using, if she had the large button accessibility remote, our team doesn't have the option to send those. The accessibility team would need to be contacted for that specific remote here is an article that has contact information: https://www.xfinity.com/support/articles/accessibility-services
To place an order for a remote, I'll need to gather some information that we don't want our public conversation. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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