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bird3d
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7 Messages

Sat, Aug 15, 2020 11:00 AM

Unable to select language on flex box with XR16 remote.

Just got the flex box and can scroll through the language and can't select one. Have followed the steps to factory reset the remote using the * and the i button for 3 seconds and then pressing power, back button and volume down. Tried pressing the mic button to pair it up and still nothing.

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Updated 

14 d ago

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ComcastChad2

Official Employee

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110 Messages

9 m ago

Can you try pointing the remote directly at the front of the box? And your able to scroll up and down but not able to select a language ?
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bird3d

New Poster

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7 Messages

9 m ago

Yes I have held the remote right in front of the box.  I can also scroll down and up the language list but can't select one.

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ComcastChad2

Official Employee

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110 Messages

9 m ago

Do you lease a modem from Comcast or own yours? Did you already set up WiFi? And have you tried restarting the device and trying again?
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bird3d

New Poster

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7 Messages

9 m ago

We own our modem and already had wifi set up, we just changed our plan. And yes I have restarted the box several times.

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ComcastChad2

Official Employee

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110 Messages

9 m ago

So the remote worked fine during WiFi set up on the flex device? Since you own your modem we can’t auto connect and you have to manual set it up

We’re you an X1 customer before? Any old X1 remotes you can try using?
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bird3d

New Poster

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7 Messages

9 m ago

Well we were an X1 customer but didn't watch tv that much so just got rid of tv.  I just tried an old remote and it worked.

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bird3d

New Poster

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7 Messages

9 m ago

Thanks for the help. After connecting to our wifi the box updated and now the remote works.

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ComcastChad2

Official Employee

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110 Messages

9 m ago

Ok that’s good news. Can you try pairing the XR16 remote again by holding the voice button and pointing the remote directly at the box. An on-screen flow should appear to walk you thru it.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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bird3d

New Poster

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7 Messages

9 m ago

Spoke to soon, now I need to figure out why it will not get past activating the voice control.

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bird3d

New Poster

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7 Messages

9 m ago

Had to restart the box once more and all good now.

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zane416

New Poster

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1 Message

9 m ago

Hi, I’ve run into this same issue except we had the WiFi router sent with box. We set up WiFi before but have run into the same issue of being able to move up and down but not select an actual language. V curious on how you fixed this?

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ComcastChad2

Official Employee

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110 Messages

9 m ago

Can you try restarting the device and see if that helps? Also make sure you pointing the remote directly at the front of the flex box.

If that doesn’t work, can you try pressing the WPS button on the bottom of the flex device to try and reconnect WiFi and try again.

Are you using an XR16 (No number keys) as well?
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Yojoe0707

Frequent Visitor

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5 Messages

9 m ago

I’m currently in the same boat as OP was originally. Curious though, upon following the set-up instructions, nowhere does it say where to connect to Wi-Fi and I was never prompted.

The Flex goes to the language select screen where I can scroll up and down but not select anything. Should be noted that each button press, including up and down, are met with a red indicator light.

I’ve reset, unpaired, tried pairing again, all to no avail.

I have my own router but did not have an X1 box previously to this, just Xfinity internet.

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ComcastChad2

Official Employee

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110 Messages

9 m ago

WiFi set up happens after language selection. Does your remote have number keys or no? How many languages do you see as well? 3 or 4?
I am an Official Comcast Employee.
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Yojoe0707

Frequent Visitor

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5 Messages

9 m ago

No number keys and four languages.

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