Xfinity remote repeatedly loses connection with cable box

We recently upgraded our Cable service to have more channels. The new remote kept losing its pairing/connection with the new cable box. It would work for a day, then after turning off the TV overnight or for a while, upon turning it back on, the remote wouldn’t work - couldn’t adjust volume, change channels, see the guide, etc. I could re-connect the remote with the box only by removing the batteries from the remote, unplugging the cable box from power, then plugging the box in again, replacing the batteries and letting the box reboot. After a couple of weeks of this, I exchanged the box and remote at our local Xfinity store for new ones. But the same thing continued to happen. I then replaced the TV with a brand new one. Same problem. The. I replaced the HDMI cable. Same problem. We are not having any problems at all with the bigger TV, which is connected to the DVR. Help!

Responses

CCElizabeth

Problem Solver

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908 Messages

3 years ago

Hello @user_8eaafc and thank you for taking the time to create this post for our Xfinity Community Forum! I am sorry to hear about the troubles with your remote pairing with your new cable box; this sounds very frustrating! You're in the right place for help.

Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

Click "Sign In" if necessary
Click the "Direct Messaging" icon (upper right corner of this page)
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 look forward to working with you soon!

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user_608227

Visitor

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2 Messages

3 years ago

I am having the same problem, what is the fix for this?

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XfinityBradM

Official Employee

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915 Messages

Hello there, @user_608227. The thread owner mentioned some really awesome self-service options they attempted to resolve the issue by replacing the batteries and performing some resets to the cable boxes and remote with different batteries. Have you attempted any of those steps by chance? Did you recently replace a remote or cable box recently?

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

3 years ago

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user_83c749

Visitor

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1 Message

3 years ago

This is happening to my remote and cable box every day. It’s annoying and I’ve done everything to fix it myself, reset box, re-pair remote, change batteries, etc. I’m ready to switch to another provider.

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CCAshley1

Official Employee

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746 Messages

Hi, we would love to look into your remote concern. Have you tried swapping your box for a newer one?

I no longer work for Comcast.

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

3 years ago

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user_608227

Visitor

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2 Messages

Yes we got a new box and remote, did not fix it.

3 years ago

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CCKorie

Problem Solver

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1.1K Messages

We'd love to help! Can you send us a PM with your name and address?

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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 which appears. The "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

I no longer work for Comcast.

3 years ago

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user_9ac2d3

Visitor

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1 Message

3 years ago

I'm having same issue. Constantly have to pair to box. Do I just bring the box to the store and ask for a new one?

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Nashtn

Contributor

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54 Messages

3 years ago

Is the light on the box on? When you installed the new box, did you install the new power cable, new hdmi cable, and use the new remote that came with it?

(I learned last week when two of my mom's tvs would not work that the power cords to turn on the boxes fail.) I would take the box, power cord, hdmi cable, and remote back and swap all at the store.

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