Remote trouble

The volume, mute and power buttons intermittently stop working on our XR15 remote. I ran all the troubleshooting, reset and re-pairing. I don't know which thing actually worked but whichever it was it only works for maybe 30 minutes and then stops working again. We got a replacement remote today which initially worked fine after setting it up but the same buttons stopped working after a very short period of time. I've seen other people posting about the same problems on and off for the last 4 years. I'm wondering if this is a known problem for this remote or if maybe a software update was done recently that caused it.

I picked up a new box and remote today but got the same results.

Responses

XfinityAlyssaA

Official Employee

•

1.8K Messages

2 months ago

Good evening @shaye30, and thank you for reaching out on our Community Forums with your XR15 remote issues, we appreciate it. Thank you for letting us know that the volume, mute and power buttons are only working intermittently even after trying to reset and repair the remote. I also see that you stated you picked up a new remote and box today so that's definitely surprising you are still experiencing these issues. To confirm, do you have fresh batteries in the new remote? Does the LED light flash when you are attempting to use the volume, mute and power buttons?

shaye30

New Poster

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5 Messages

I've tried three different remotes all with fresh batteries. The remote I received today with the new box does have the LED that lights up but it's red when you tried the volume, mute or power button. I've gone through every pairing code that was given during setup. Some of them worked for maybe 15 minutes and then at some point none of the buttons on the remote worked.

2 months ago

user_4pb3w4

1 Message

I've been performing this pairing XR15 remote for over a week now and I've found the problem, but don't know how to fix it. When I finally get the pairing process to work, when I turn my TV on the input, buttons, volume and power work. At this point HDM1 reads 1080 60 Hz and nothing else. So the TV works.

Then at 3:00 AM Xfinity does a software update and this sets it back to not working again. The TV turns on and shows 750 60 Hz on HDM1 and then quickly switches to 1080 60 Hz. And the TV only works one time and then the same problem. So, it's the software update each night at around 3 AM that keeps messing up the remote. Xfinity has to remove the 750 60 Hz from the software update and just give an update that is 1080 60 Hz. I can't fix the problem except removing the plug from HDM1 on the TV and plugging it back in again. Please help as I'm paying a lot of money for Cable (TV and internet) and I shouldn't also have to troubleshoot. Thanks.

1 month ago

XfinityChristy

Official Employee

•

1.7K Messages

Hello and thank you for reaching out via our Xfinity Community Forums, user_4pb3w4. We understand how frustrating this issue with your remote and TV resolution is, and we sincerely apologize for the inconvenience. Here are some steps you can try:

Ask for a new remote at an Xfinity Service center: If you pop into an Xfinity Service center our helpful staff will provide you with a new remote at no charge. We can also send a new one to you in the mail if that works better for your schedule.
Check TV Settings: Ensure HDMI-CEC and EDID settings are properly configured.
- HDMI-CEC Settings: Ensure that HDMI-CEC (or a similar feature like Bravia Sync or Anynet+) is enabled on both your TV and the Xfinity box. This allows for better communication and control between devices.
- EDID (Extended Display Identification Data): Investigate if your TV's EDID settings can be manually adjusted or locked to 1080p. This might prevent the TV from accepting the temporary 750p resolution during updates.

We appreciate your patience and understanding as we work to resolve this issue permanently. We value your business and are committed to providing you with the best possible service. If you would like us to send you a new remote please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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1 month ago

Customer Service

shaye30

Remote trouble

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XfinityAlyssaA

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