Contributor
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72 Messages
How to get an XR11 remote
How do I get a replacement for my broken XR11 voice remote?
I walked into my local Xfinity store and was told it would be more than an hour wait, and they could not check inventory to see if the XR11 was in stock while I waited. No thanks.
So I made an appointment for a few days later. I showed up 5 minutes early and was told to wait. 20 minutes later (!!!) it was finally my turn and I was told that they didn't have the XR11 in stock. Sometimes they have it, sometimes they don't. Today they don't.
At this point I'm willing to pay the $5.95 to get one shipped to me, so I tried the Xfinity Assistant. There's no way to specify which model you want and you sent me the XR15, which I do not want.
Then I went to chat support and they apologized for sending the wrong remote and assured me they would send an XR11. Nope. I got another XR15, this time the slightly redesigned model (which is only slightly less awful). I still don't want it.
Next I called customer support. Again they apologized and said this time they would make sure to send the XR11. Said they noted it on the work order and put a note in my account. And a few days later I received an XR2. Not even a voice remote!
So, any ideas on how to get an XR11?
XfinityBenjaminM
Official Employee
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2K Messages
2 years ago
@tony_w Thank you for reaching out to us here on our Community Forums. We are very sorry that you've been sent the remote you did not want a few times now. We can definitely see if we still have XR11 remotes available. We'll need you to send us a Private Message with your full name and address to assist you further. Here are some instructions on how to send us a PM in case you need them:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
We look forward to hearing from you.
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