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