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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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New Poster

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6 Messages

2 y ago

I did the factory reset with Comcast on the phone. Didn't work

New Poster

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6 Messages

2 y ago

I called Comcast and they said to get a new remote. But I have two already and neither one works. It did work when the installer was here then stopped. I think it has to do with my brand of TV. Sansui
Rustyben

Expert

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24K Messages

2 y ago


@EricVanWinkle wrote:
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?

the xr15 only works with set top boxes via RF. only for programming does the IR emitter work for x1 set top boxes.  the IR is used to control TV, soundbar, receiver.

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Regular Visitor

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6 Messages

2 y ago

That seems to be contradictory to the link you posted. It says all set top boxes use the same IR code so that means all remotes even unpaired will work with all x1 boxes when pointes at the IR window. I need to pair my x15 with the box so that I can use point anywhere and voice commands. That would be by rf since it wouldn't have to be pointing at the IR window on the box.

Regular Visitor

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6 Messages

2 y ago

Regardless, that doesn't change the fact that my remote's point anywhere and voice commands aren't working. The 3 digit code never comes up when trying to pair it to the box. Any more info on how to get that code other than holding xfinity and info, which isn't working?
Rustyben

Expert

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24K Messages

2 y ago


@EricVanWinkle wrote:
That seems to be contradictory to the link you posted. It says all set top boxes use the same IR code so that means all remotes even unpaired will work with all x1 boxes when pointes at the IR window. I need to pair my x15 with the box so that I can use point anywhere and voice commands. That would be by rf since it wouldn't have to be pointing at the IR window on the box.

the xr15 is different, not designed to be used with x1 via IR. universal remotes and xr11's can communicate (not voice commands) with x1 set top boxes via IR.

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.
Was your question answered? Mark the post as Best Answer!tick
Rustyben

Expert

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24K Messages

2 y ago


@EricVanWinkle wrote:
Regardless, that doesn't change the fact that my remote's point anywhere and voice commands aren't working. The 3 digit code never comes up when trying to pair it to the box. Any more info on how to get that code other than holding xfinity and info, which isn't working?

ig you have another set top box try same procedure (don't have to pair). did code come up? or go to xfinity store and try the command. did you find the ir window on the STB and verify it is not covered or blocked (dust/tape-plastic)?

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.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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6 Messages

2 y ago

Yes, I found the IR window though I thought you said the xr15 doesn't use IR. I don't have another box, so I guess I'll have to go to the xfinity store to test my remote if I decide I care enough about voice commands and point anywhere.
Rustyben

Expert

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24K Messages

2 y ago


@EricVanWinkle wrote:
Yes, I found the IR window though I thought you said the xr15 doesn't use IR. I don't have another box, so I guess I'll have to go to the xfinity store to test my remote if I decide I care enough about voice commands and point anywhere.

it is the xr15 remote that does not allow IR to the set top box other than setup for aim-anywhere. you might ask for an xr11 remote that does allow IR for the set top box.

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.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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6 Messages

2 y ago

we got home after going away - I tried the remote pairing again and  got the screens for choosing my tv, etc.  It worked so I can turn on/off the TV, adjust sound and change channels.  when I tried the voice command it asked me again to pair it to the tv - but stopped at the point after holding down xfinity and mute together, it goes to green but shows 'not my type of remote' (which is was) and wouldn't let me skip or exit.  i turned off the tv and back on.  so I will skip the VOICE command option and just use the remote to watch tv.

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