Stuck at “Pairing your set-tip box with Wireless gateway”

I still don't know what screen are you seeing?  Are you stuck on the  "A software update is in progress software writing" screen or device pairing screen?  Also what type of remote do you have?

The screen that says "Let's start by pairing your set top box with your wireless gateway".

Remote is XR15 I think? (Came with the Xi6 box)

The remote still works in IR mode, it's "unpaired" when you first activate the device.    Pairing just allows you to use voice commands and use the aim anywhere feature.   

Something is causing interference with the remote and flex device.  Unfortunately, I think you need to wait for the technician to support your issue.. 

Okay, thanks anyway for trying. Hopefully they can figure it out. 

Thanks - can you move the cursor to the left or right and the Ok button doesn't work? or nothing happens with the remote when you are pointing it directly at the front of the device.  

Did you try manually pushing the WPS button on the bottom of the Flex device?

I can push every button on the remote and nothing works. I can't toggle between the two options on screen. The ok button does nothing.  Every button I push the remote replies with a red light. No longer a green light.  I have tried pushing the button on the bottom of the box and then pushing the WPS button on the modem with no results. 

Did you try rebooting the box?  And you're pointing the remote directly at the front of the box within 2-5 feet?   

Checked a few things and looks like you don't have Flex correct?  Your account looks like you have X1 with three devices; XG2, Xi5, and Xi6??  and the issue is with your Xi6? 

You're stuck on the same screen and the remote doesn't work?

I never did figure this out and wound up giving up but since I asked a question earlier in the thread, I'm getting messages now.

I've done everything the above 2 people did and am still getting nowhere. I'm unpaired (and now the remote doesn't seem to work at all) and can't manually set up. 

Are you saying the solution is to bring the device into Xfinity and exchange it for one that actually works?

Yes, true. I'm not in front of it right now but I gave up and unplugged it weeks ago because nothing was working. Remote is unpaired as well. I was thinking I'd bring it in to teh store, I'd rather not spend a bunch of time on the phone to come up with nothing. Many thanks to those who did, I'm sorry it didn't help!