Pairing xr15 remote to Sharp Aquos TV

I just got a new cable box and remote. I've tried everything to pair the remote, including talking to support twice and replacing the remote once so far. All the codes suggested by the tv don't work. I tried the A/D button; 991 code; up channel sequence, but the tv never turned off. My last call ended with the guy sending me a third remote, but I can't believe two remotes I've had are both faulty. Any suggestions? The original remote for the tv doesn't work anymore, so I'll have to get up and manually change the volume and power if I can't get this figured out.