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user_ecf95c
1st Topic

Visitor

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4 Messages

Wednesday, September 20th, 2023 8:18 PM

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I can’t turn off tv If I paired w/audio system

I can’t turn off tv If I paired my audio system to the XR11 remote. This has never happened before. I noticed others have same issue is there a fix for this? I have done it all! 

Question

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Updated 

2 years ago

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XfinityFrank

Official Employee

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1.3K Messages

2 years ago

Hey there @user_ecf95c I would be happy to help with this issue! Can you give us a better idea of your setup and let us know what TV and soundbar makes/models you are working with? Does it work if you just pair to the TV itself? Thanks!

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user_ecf95c

Visitor

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4 Messages

No answers Has been given to this problem

2 years ago

0

XfinityMichaelC

Administrator

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4.2K Messages

Thank you for that information, @user_ecf95c! Overall there should have not been a reason for the remote to become unpaid from the box. As you had mentioned you had this remote for some time now and if the power all button is not controlling the audio system and the TV at the same time, I wonder if you might need a new remote. This can easily be picked up from your local Xfinity store. We can also ship them out but can take 3 to 5 business days for it to show up. If you'd like us to ship out a new remote feel free to click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you.

(edited)

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2 years ago

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