Visitor
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1 Message
Can’t change channel. Remote frozen except for audio.
Changing channels doesn’t work. Stuck with CNN. Remote audio function works but nothing else. New batteries. Identical problem with second TV in bedroom. Rebooting everything (TV, router, xfinity box) did not solve the problem.
BruceW
Gold Problem Solver
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26.7K Messages
4 years ago
When using a remote to control an X1 cable box, this happens:
This design means that X1 is very flexible, but if any of the links in this chain are broken or delayed, the remote command doesn't work, or takes a long time to take effect. And when that happens the only thing you can do about it besides changing the batteries in the remote is asking Comcast for help. If they can't fix the problem remotely, they'll need to send out a premise tech to troubleshoot.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post (by scrolling down to "Comment on this post here...") the author of the post you are Commenting on is notified of your response. But if you Reply, the author of the post you are Replying to is NOT notified and may not be aware of your response.
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CCChe
Official Employee
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6.9K Messages
4 years ago
Hello @user_6c870b! Thank you for posting to the Xfinity Community Forum to let us know about the issues you're having with your remote control. That's no fun! I stream and watch a lot of TV so I know first hand how frustrating this must be. The information provided by @BruceW is correct. I wanted to check in with you to see if you were able to get the remote to work or not? If not, we'd be more than happy to take a deeper look into this to see how we can help.
If you need us, please send a direct message with your name and service address to "Xfinity Support" by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.
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