New Poster
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13 Messages
New 4K cable box not working reliably
We recently upgraded our Xfinity service, new service came with a 4K cable box and remote control.
However, we are having repeated problems making that box and remote work consistently.
The remote has fresh batteries in it. But in many cases, when we turn on the box and TV, we are unable to actually control the cable box... pushing buttons on the remote will make the LED on the cable box go bright and then dim, but either nothing will happen to the display at all, or it will do unpredictable things...
Right now I just tried again, and this time we got an error message displayed, something about "something is wrong, try again later", and we couldn't do *anything* with the cable box at all... Guide, arrows, all do nothing... we would really like this box to work as reliably as the old box did!!!
Help??
(I selected X1 as topic, but I don't know if this cable box is X1 or not...)
XfinityMatthew
Official Employee
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1.4K Messages
14 hours ago
Hello @derelict it sounds like the remote was not properly paired to the box during activation. You may need to attempt that setup again. This article has information to help guide you through that process. Let me know if that helps.
https://www.xfinity.com/support/articles/programming-your-xfinity-remote
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derelict
New Poster
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13 Messages
13 hours ago
Well... okay, that was interesting...
So we went back to the cable box, but *nothing* was working... I tried holding the Microphone button and saying "program remote", but it didn't do that; or perhaps it partly did that... it opened up a window that said showed a message code, and displayed some other message, I don't recall exactly what it said, I probably should have taken a picture... anyway, I tried doing this again (Mike button and "program remote"), and nothing was happening at all... we were periodically getting an audio message "search returned no results"...
At this point, I just unplugged the cable box, counted to 10, plugged back in, waited a few minutes for things to boot back up...
...
...
and the entire system came up working fine!!
All controls on the remote work fine, Guide is working...
So for now, I'll suspend this issue... however, it was also working a couple of days ago, so I predict that the flakeyness will return...
The truth is, this cable box is just not working very reliably... so you'll probably hear from me on this thread again in a few days...
Thank you again for your prompt response!!
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