1 Message
Do you want to keep using voice guidance?
I can't get passed this message. I called and a representative told me I needed to replace the remote. I did that and still the same message that I can't get pass! This is ridiculous! All this money that I pay for Xfinity services and they're not willing to help. I can follow directions but I'm not a technician and I don't know what I'm doing!
XfinityChelseaB
Official Employee
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1.5K Messages
2 years ago
Hello @user_bdb28d, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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user_b4d3qk
2 Messages
1 year ago
I'm having the same problem with a new TV box. Spent literally 3 hours Sunday with Xfinity and "solution" was try a new remote. Then replaced remote, same problem tonight. Found MULTIPLE threads like this one, with at least one saying that there is a problem matching up the speed of the new boxes with local networks. I really don't want to waste so much time with this. Will a new TV box solve the problem? Do I have to pay for a tech and take vacation time to solve the problem? I would like an answer.
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NY7V
Regular Visitor
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7 Messages
1 year ago
I had the same problem. Try resetting the remote first and if that doesn't do it try resetting the box. See directions below. I just saw these instructions on another thread and they worked for me. I only had to reset the remote in my case.
Step 1 Factory Reset the Remote
1)Press the A and D buttons on the remote down at the same time until the remote control light flashes green
2)Enter the code 981 on the remote.
3)The light will flash blue three times indicating a reset has occurred.
You have now performed a factory reset of the remote!!
Step 2 Factory Reset of Cable Box
1)Make sure the TV is on.
2)Hold down the power button on the remote for 5 seconds.
3)Press the center "OK"/Round circular button located in middle of the remote. It is located below A and B but is above C and D on the new voice activated remote. It lights up white when then control is handled on the newer voice activated remote controls. On older controls it is your "OK" button.
4)Then press the right arrow.
5)Then press down arrow.
6)Then press the power button again. It is located in the upper right corner on my newer voice activated remote.
7)This will reset the box only and it will now roll through the prompts.
You have completed a factory reset of the cable box!!
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