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pgamer2467
1st Topic

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3 Messages

Sunday, July 13th, 2025

Cant get old XR15 remote to pair to new box

First off it has been about 3 years since last new equipment.  The customer service line is a joke and totally useless!!!!!!!! 

OK, I got a new box cause I got an error msg trying to access Paramount+ App.   Msg stated I needed to upgrade box to access. 

New box only arrived.  I hooked it up and unpaired remote using a & D keys until green light then entered 9-8-1 and got 2 blue blinks.

NOW I tried to pair XR15 remote to new box holding XFINITY & INFO but box is powered on (light is on)  but TV is showing no signal  from cable box.

I did have to hit power button on box to turn it on.

(YES all cable and wires are connected too, restarted box 5+ times too)

I can't see the 3 digit code I am supposed to enter.  Talk about total gridlock!!!! 

I do notice that cable box power light does blink when I hit a key on remote but that is all that happens.

How do you get the box to boot up without a remote?  Obliviously can't program remote with blank screen?????

Please someone take over customer service role and help me out.

Thanks in advance....

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Updated 

1 month ago

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XfinityAbby

Official Employee

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440 Messages

2 months ago

Hello @pgamer2467.  I know how frustrating it can be when trying to hook up new equipment. I do have a link to the installation instructions for the new cable box. Let me know if this link works for you. Cable box set-up

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pgamer2467

Visitor

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3 Messages

Hello Abby, Thanks for taking the time to view my problem post.

I first need to apologize because I used a misleading title for problem.  The 1st and only problem is when the new box gets plugged in with all cables it does not start the boot process.  TV has "No Signal - Xfinity" msg on it.

I plan to turn this box into Xfinity store. 

Thanks for your time.

Consider matter closed.

Thank You!

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2 months ago

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XfinityRay

Official Employee

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3.1K Messages

Thank you for the update, pgamer2467! When do you plan to replace the box? We can set up a new shipment or follow up with you here once you pick the new one up.

 

With the current box, did you check the inputs on your TV to ensure the TV box matches where the HDMI cord is plugged in such as HDMI 1 or HDMI 2?

 

Did you try an alternate HDMI cord from the back of the TV box to the TV? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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pgamer2467

Visitor

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3 Messages

Box has been returned.  I swapped a working box onto this TV as part of debug process.  It worked great, no problems with cables.

PLZ close ticket.

Thanks

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1 month ago

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XfinityMarcus

Official Employee

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1.8K Messages

pgamer2467 that is great to hear that the process of swapping went smoothly. Before we go, are there any additional questions or concerns we can assist you with today?

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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1 month ago

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