New equipment for upgrade

I got an email the other day from Comcast that they wanted to upgrade my service and would send me new equipment. I received it today, two new cables, a power cord and a new remote. I followed the installation instructions, and the new remote doesn't work. I finally got to chat with a live person (supposedly). No explanation on what the upgrade was only that I got the right equipment. And if the remote doesn't work I can swap it for a new one at the local store. Anyone have a similar experience?