Frequent Visitor
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9 Messages
Replacement Remote For Older Xfinity Cable Box
Twice I contacted Xfinity requesting a replacement remote (XR2). Twice Xfinity sent me XR15 remotes. The XR15 is not compatible with my older Xfinity cable box. I specifically requested the XR2 remote and asked if they are still available. The Xfinity representative told me they are still available yet I now have two XR15 remotes which are of no use. If an item is no longer available, Xfinity should be honest with their customers and tell them this.
Accepted Solution
XfinityJamesC
Official Employee
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2.9K Messages
5 years ago
Greetings,@marzie78! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you keep receiving the wrong remotes, but you have definitely come to the right place for assistance.
If you could send me a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Private Message, please click on my name (ComcastJamesH) and select “Send a message”.
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marzie78
Frequent Visitor
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9 Messages
5 years ago
I'm sorry but I don't see "Send a message" on your page.
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XfinityJamesC
Official Employee
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2.9K Messages
5 years ago
My apologies. When you click on my name, it should bring you to my profile page, and the "Send a message" link will be on the far right side of the gray banner with my name and Xfinity logo on it, just below the search bar, and above all the little icons.
You may need to log out and log back in if you are not seeing it. If all else fails, you can also click on the profile name of any of my colleagues listed on my page (ComcastTeds, ComcastRayana, ComcastJosephW, etc.), and the "Send a message" link on any of their pages will also come to me directly.
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marzie78
Frequent Visitor
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9 Messages
5 years ago
I'm sorry but I can't send a private message to anyone. Thank you.
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XfinityJamesC
Official Employee
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2.9K Messages
5 years ago
I'm so sorry to hear that. I have actually encountered this XR15/XR2 issue before, and it is relatively easy to correct. The default replacement option in our system is a "Voice Remote", which is why you keep receiving the XR15 as a replacement. What we need to do is deselect the "Voice Remote" option and manually replace it with the non-voice X1 remote, which will ensure you receive an XR2 instead.
Please let me know if you are able to send a message by logging in to a different browser, or by using a different device. If not, you may want to try giving us a call at 1-800-266-2278, or stop by an Xfinity Store in your area. You can find directions and hours of operation for the nearest Xfinity Store on the home screen of our 'My Account' app, or by logging in to your account at https://comca.st/3rdBUTG.
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