Visitor
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1 Message
can’t activate new cable box
i’ve seen other customers have the same problem previously that im having right now but the threads got closed pointing me here. my old 4k cable box died out? so they sent us a new one & when it gets to the choose your language screen i can’t do anything because the remote it came with will not work & will not pair. i’ve already factory reset the remote pressing A & D until the light turns green & pressing 9-8-1 to unpair it, pair it & move on activating the new box but that doesn’t work either. i tried using the old remote that was paired to the old box but had no luck with that also. alas i’m stuck on the ‘remote not working screen’ with no further knowledge on how to proceed.
XfinityMarcus
Official Employee
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1.4K Messages
2 years ago
Hello, u/AnnaBfromthe253, I know how important working video equipment is to ensure you maintain access to your favorite programs. We would be happy to take a look into the issue with your remote not properly pairing to the video box. Are you able to confirm which remote/video box you have specifically? Here is a link you can view to see the name of the equipment you have for boxes https://www.xfinity.com/support/articles/x1-hub-vs-companion-box, and remotes https://www.xfinity.com/support/articles/get-to-know-voice-remote.
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