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Davidr2389
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3 Messages

Tuesday, August 18th, 2020 11:00 AM

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

Box was working fine. Now it stays at the “Let’s start by pairing your set-top box with your wireless gateway.” Screen.

- Have my own modem.
- Remote will not work to select the 2 options of “initiate pairing” and “Manual Setup”

Like I said the box was working fine for about a week. No it’s stuck here. Have unplugged and let sit for over a day, plug it back in and get the same screen after the welcome screen. Not sure why the remote won’t work but this would be resolved if I could select manual setup like I did the first time. Please help.

Question

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Updated 

4 years ago

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XfinityChad

Official Employee

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1.2K Messages

4 years ago

Glad we could fix it!!

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geminismile

Contributor

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21 Messages

4 years ago

It works!! It’s a bit laggy like picture keeps freezing and pixelating.. but it works!! THANK YOU!

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leroy49

New Poster

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1 Message

4 years ago

I have the same issue. What fixed it?

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BP18

New Poster

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1 Message

4 years ago

I am having the same problem I unpaired the remote and now I can at least toggle between the two options but the ok button won't work I have unplugged everything and reset everything including the remote

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XfinityChad2

Official Employee

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263 Messages

4 years ago

Looks like your flex box is active already and has the latest firmware.  Are you just trying to change wifi networks?  

 

Did you try pressing the WPS button on the bottom of the Flex box and then on your gateway?  That should auto-connect to your home wifi. 

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user_3dd37b

Visitor

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1 Message

4 years ago

Need to unpair the old remote. What do I do ??????????

3

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XfinityChad2

Official Employee

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263 Messages

Try www.Xfinity.com/unpair

(edited)

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.tick

4 years ago

0

Kennethberg

Frequent Visitor

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7 Messages

Comcast support was here today and got all tvs and remote working.

Now 2 of the tvs are asking for pairing again.  I did so and hit enter and nothing happens.

It just sits at the matching code no matter what button i try.

HELP

4 years ago

0

XfinityChad2

Official Employee

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263 Messages

Are you stuck on the 3 digit pairing code screen?   Did you try rebooting the device and trying 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.tick

4 years ago

0

user_8b6c2d

Visitor

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3 Messages

4 years ago

Any luck? Same situation

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XfinityChad2

Official Employee

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263 Messages

4 years ago

Can you provide more details on what issue your facing?  What screen are you on? What troubleshooting steps have you done so far? 

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Lyle_ecf70f

Visitor

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1 Message

4 years ago

One day xifinity upgraded the firmware and then the Flex device started having all the same issues you guys described above. Stuck on let us pair with the wireless gateway screen. Remote not working but can control my TV power and volume. WPS pairing don’t work as the screen just stuck on the initial pairing step after many reboots (unplug the power).

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CCAaron1

Problem Solver

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954 Messages

Hello @Lyle_ecf70f. Are you still having issues? If so, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the direct message 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 

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

 • Press Enter to send your message 

I no longer work for Comcast.

4 years ago

0

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