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user_c38zz3
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Monday, July 21st, 2025 11:37 PM

Cannot pair XR15 voice remote with cable box

Went through all chat instructions with no result.  Tried "Xfinity" + Info but no numbers appear.  Been without cable TV since last Thursday.

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17 days ago

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XfinitySeth

Official Employee

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627 Messages

4 months ago

Good evening user_c38zz3 👋 I hope you're coming off a great weekend, and thanks for taking the time to let us know about the trouble you're having with your XR15 remote. Everything with your TV service pretty much starts and ends with your remote control, so I want to help make sure you're able to get this paired!

I know you mentioned working on this through chat already, but can you try each of these following methods and let me know if you're able to make any progress? To pair the XR15 remote with an X1 TV Box, follow these steps:

  1. Press the voice button while pointing at the TV Box and follow the on-screen instructions.

    OR
    1. Hold the Xfinity and Info buttons for five seconds until the remote light changes from red to green.
    2. Enter the three-digit on-screen pairing code.
    3. After pairing, follow the on-screen steps to set up power, volume, and input control for your TV.

    For TV control, press the Xfinity button, then go to Settings > Remote Settings > Voice remote pairing.

(edited)

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user_jzho2z

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1 Message

A code doesn’t appear on the screen

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24 days ago

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XfinityDemitrius

Official Employee

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2.3K Messages

The remote should work while being pointed directly at the set-top box. Are you able to use the buttons to navigate the menu to go through the "Settings' options @user_jzho2z?

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

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22 days ago

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user_kdqf38

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I am like the person above am not getting the code on the TV.  All this was working just fine, then I noticed things were not recording properly and cutting off half way through when I tried to watch what I recorded.  Today I have a screen that says, "Remote not working?"  I have unpaired the remote and done everything to the point that I am supposed to be getting 3 numbers on the TV to put into the remote but it has not moved off of "Remote is not working?"  I am unable to access "settings" as well.  I CAN Stream....maybe this is the ultimate answer as Glo Fiber just came through the nieghborhood.  LOL

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19 days ago

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XfinityJohnG

Official Employee

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2.3K Messages

Thank you for reaching out here. If you are still having issues with your remote we would be happy to look further into that from here. 

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

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17 days ago

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