2 Messages

Sun, Sep 11, 2022 6:16 AM

XR16 remote won't pair

Remote works with Sony TV in every way except it won't control volume. When I push the volume buttons up or down the LED light displays red and the TV doesn't respond. I've tried resetting the remote and the Flex unit, and re-pairing with no change. The remote also won't pair or control the volume on my Onkyo stereo reciever. This means I necessarily have to use two remotes which is annoying. Anyone have a solution to this? I can't find a way to manually add codes like in an old remote, and the automatic pairing program tries a few times then gives up and suggests Sony and Onkyo are at fault (ha!).

Official Employee


378 Messages

12 d ago

Hello @user_07322a! Thanks so much for taking a moment out of your day to leave a post on our community forum. I'm sorry to hear you're having problems with your Flex remote not pairing to your devices correctly. Can I have you try this link:




From there follow the prompts and let me know if that helps with pairing your remote completely.




2 Messages

6 d ago

I followed the link, that did not help

Official Employee


91 Messages

Hi @user_07322a, and sorry for the issues you are having using the link.


Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.


To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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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