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user_2e1a0c
20th Anniversary celebration
1st Topic

Visitor

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3 Messages

Monday, June 5th, 2023 2:42 PM

Closed

new xfinity repeatedly giving "remote not working?" message every morning when we turn tv back on.

Hello, 

We have just moved my father in law to an assisted living facility that has xfinity as the service provider. To say that it's been a week of hassles and frustrations would be the understatement of the century. Just when we think we've solved one problem, we get another. Our latest issue is that every morning when he turns his tv on, we get this screen. 

We've tried rebooting the box and removing the batteries from the remote and that hasn't seem to resolve our issues. it's a brand new box, and remote, just received three days ago, so batteries wouldn't appear to be the issue. Hoping for some assistance here as the folks that you get through the chat agent seem to be less familiar with the product than we are.

Also, just to be clear, the remote controls the tv volume, power, mute, etc just fine...so it would appear to be a problem with the X1 box itself. NOT the remote or pairing of the remote to the TV

Question

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Updated 

1 year ago

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Accepted Solution

BIslander

Problem Solver

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390 Messages

1 year ago

Had the same problem, although less often than daily.  Swapping remotes didn't fix it.  A new XG1v4 box was the solution. 

4

user_2e1a0c

Visitor

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3 Messages

@BIslander​ I'm thinking you're right...thanks for the validation

1 year ago

0

XfinityAirelle

Official Employee

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2.1K Messages

Hi there! We would be happy to look into this for you, and send you a new upgraded box if needed. Can you initiate a direct message and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_2e1a0c

Visitor

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3 Messages

Hello Airelle, thank you for your response. I did some investigation on this forum and saw other users had this experience. I found the users of this forum to be significantly more helpful than the associates we were forced to deal with over the phone. It definitely was a problem with the cable box itself, we picked up an upgraded box from the local xfinity store and have not had this issue since.

1 year ago

0

CCKorie

Problem Solver

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1.1K Messages

Happy to hear the new box has helped. Please feel free to post again in the future if you have any issues or questions!

I no longer work for Comcast.

1 year ago

0

ric2327

Visitor

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1 Message

1 year ago

I have exactly the same issue. Xfinity replaced our cable boxes with new ones two weeks ago. Since then, we get a "remote not working" message every morning. We then unpair and re-pair the remote and go through the entire cable box setup routine. Saw the response to another post from an Xfinity person below about clicking on the envelope icon next to the bell to send a DM. No envelope icon next to the bell on our screen ... How should we resolve this?

1

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XfinityRay

Official Employee

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2.2K Messages

Thank you for reaching out about the remote not working each day, @ric2327. I am sorry that has been happening. The fix for this has been a range of things from my experience. Most times it is the box itself of the signal levels at the location when unpairing and repairing the remote have not worked. An awesome feature that can help to get you through until things are fixed is the Xfinity TV Remote app. It works just like the X1 remote (minus the volume and power on the TV). 

 

I see that you already sent over a direct message so we will continue over there. I need to check your account from here. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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