New xr16 problem

Oh no, I'm sorry to learn you've been unable to enjoy the voice commands on your new remote. It's important to us that you're able to enjoy an enhanced viewing experiencing with your Xfinity voice remote, and we can help!  After you have paired your Xfinity Voice remote, if you’re still having issues (XR16 Voice Remote for Flex without number buttons), please try to perform a factory reset:

1. Simultaneously press and hold the Info (i) button and the Home button (house icon) until the status light on the remote blinks. This takes about 5 seconds.
2. Press Power, then Last (<- arrow), then Volume Down (-) on your remote in sequence to complete a factory reset. Once this is complete, you can retry pairing your XR16 Flex remote.

If the issue persists after taking this step, we can help ship a replacement remote, or you can stop by your local Xfinity service center for a replacement.