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iloaders
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13 Messages

Tue, Apr 23, 2019 2:00 PM

Manually programed xr 15 remote voice command not working

I just got my x1 box and xr15 voice remote. I tried to set up remote at prompt. Nothing happened so I used a manual code. It turns my Samsung tv on and off controls volume and most functions. The input button works but I can't select using up and down arrows. When I try to use voice commands it ask me if I want to set up remote. When I say yes and try it doesn't do anything. I go to setting and the remote settings and hit enter or riht arrow and nothing happens. I reset the remote to factory settings and tried again. I got the same results. I called support they reset my box. None of these did any good.

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2 y ago

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Spfld

New Poster

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2 Messages

2 y ago

It’s putting the three digit code on the other box in the living room. So frustrating. I was on phone with tech support last night for at least an hour. Can boxes be too close together?

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airsense00

New Poster

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4 Messages

2 y ago

I have the same issue. My main box is paired with a newer tv and everything works. The 2nd box for our bedroom I had to manually pair with the tv, an Apex tv. The voice command is red and when I push it the screen says "Your remote is paired for voice control!" and to click ok. But ok will not click. It is stuck there. I've also tried re pairing the remote with the box but I do not get the 3 numbers.

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kcmags

New Poster

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1 Message

2 y ago

Yep! Same exact problem I have encountered. No 3 digit code is given after my remote turns from red to green...it just stays on the pairing screen. This will be a bummer if I cant get voice controls to work, as it is a big reason I switched to Xfinity.

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ComcastKenF

Official Employee

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8K Messages

2 y ago

Hi All, thanks for posting about your remote pairing concerns. 

 

The voice remote is one of our most popular products so it is definitely something I want you to enjoy! 

 

If you've followed the instructions here: 

 

https://www.xfinity.com/support/articles/get-to-know-xr11-remote

 

 

and still cannot successfully pair your remote, let me know! You can send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  

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Carriec37

Regular Visitor

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1 Message

2 y ago

I am having the same issue as iloaders. I have 3 xr15 remotes that we just got and 2 work fine but the 3rd one will work the basic functions but will not work the voice control. When I try to pair it, the code shows up on the other TVs and not the one I am using and I cant go any further.

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Laser1911

New Poster

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1 Message

2 y ago

I’m running into the same issue. The 3 digit code is not appearing for 2 X1 boxes. A
Attempted rebooting all devices without resolve. Unsure how to proceed.

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KFKING46

New Poster

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6 Messages

2 y ago

the remote goes to green then stops, never get to the code showing up.  the "OK" button won't react when we get to pairing the remote.  it worked when the installer programmed it but now it wont

 

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Rustyben

Expert

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24K Messages

2 y ago

@KFKING46 wrote:

the remote goes to green then stops, never get to the code showing up.  the "OK" button won't react when we get to pairing the remote.  it worked when the installer programmed it but now it wont

which remote do you have? what is the model of the set top box (go to menu, gear (settings) and about. the part to right of "STB version"

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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KFKING46

New Poster

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6 Messages

2 y ago

XR15 - comcast said i should get a new remote

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ComcastKenF

Official Employee

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8K Messages

2 y ago

Hey Everyone, 

 

Can you please attempted to unpair (reset) the remote following the instructions here: 

 

https://www.xfinity.com/support/articles/x1-remote-unpair

 

 

and then attempt to repair again following the instructions here: 

 

https://forums.xfinity.com/t5/X1/Xr15-remote/m-p/3020668#M142589
 

 

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EricVanWinkle

Regular Visitor

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6 Messages

2 y ago

Having the same issue. Holding xfinity and info for 5 seconds causes the red light to turn into a green blinking light on the remote, but no code shows up on screen.  Why is this post marked as solved when there is no solution presented?  I have tried unpairing and then following the pairing instructions, but the issue is the same: no onscreen code appears.

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Rustyben

Expert

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24K Messages

2 y ago

@EricVanWinkle wrote:

Having the same issue. Holding xfinity and info for 5 seconds causes the red light to turn into a green blinking light on the remote, but no code shows up on screen.  Why is this post marked as solved when there is no solution presented?  I have tried unpairing and then following the pairing instructions, but the issue is the same: no onscreen code appears.

what is the model of the set top box you are attempting to program? if it is an xg1v4 move the remote to within a foot of the bottom right hand front edge of the set top box and aim the IR sender (top) end of the remote to that IR window on the set top box. actiavate the settings. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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EricVanWinkle

Regular Visitor

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6 Messages

2 y ago

I have an XG2v2-P box and a XR15-UQ remote. I tried holding it closer anyway, but that didn't change anything.

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Rustyben

Expert

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24K Messages

2 y ago

@EricVanWinkle wrote:
I have an XG2v2-P box and a XR15-UQ remote. I tried holding it closer anyway, but that didn't change anything.

forums.xfinity.com/t5/X1/X1-Boxes-and-IR-Locations/td-p/2720333 3rd image down is the pace xg2 and it has the smallest window you may need to push up on it to gtet a clear shot of the window with the remote.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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EricVanWinkle

Regular Visitor

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6 Messages

2 y ago

To be clear, I can use the IR function of the remote for the xfinity menu and guide and stuff. It is the RF pairing for the point anywhere and voice control functions that is not working. When I hold down the xfinity and info buttons for 5 seconds either the xfinity menu or the info menu comes up. It never goes to the screen where it gives me a 3 digit code to enter. Is there some way to get the 3 digit code for rf pairing? Is it hidden in the menu or can a comcast tech connect to the box and get it? Do I just need a different remote?

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