Remote Buttons Too Hard

Hello there, and thank you for bringing this to our attention through our Forums! I understand that you've been having a difficult time with our new voice remote, and I would be reaching out for the same reason if I were having the same kind of experience. I can totally help you with finding some new remotes that might be a bit more comfortable. Rest assured; you're with the experts, and our Digital Care Team is here, every step of the way! 

Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

Yes, we just signed up and switched for voice, internet and TV. I am elderly and can't use this stupid little remote. The 4 arrow keys are ridiculously hard to press (even for a normal person), you have to use your fingernails. Terrible user design. Who thought this was a good idea? Remote is too small. Also miss the digital clocks we had with our old cable boxes, and the modem with 4 ports instead of 2. You all are cutting too many corners to try and save a buck. Awful customer experience. 

@XfinityTyler​ It just keeps getting worse with Comcast.  Not only is the new remote difficult to depress, but the new primary box keeps crashing.  Last week it was 5 times per day.  I called comcast and I was supposed to get a new primary box.  A few days later a SMALL box was delivered!  I called comcast again and they said I had to bring the wrong box to the comcast store.  In the meantime, comcast is charging me for the incorrect box.  What a company!  Remotes that are useless, boxes that don't work & customer disservice.

@TiredOfRobocall I am happy to take a look at your account and assist you. I am sorry to hear of your frustrations in getting some items cared for on your account. If you would like to send us a message please follow these steps. 

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I was charged $15 for shipping/handling for sending me a box that did not work. 

The Comcast agent guaranteed to me several times that I would not be charged.

I picked up the next box with supposedly a remote that had buttons not difficult to depress.

Guess what, I got the same [Edited: "Language"] difficult to depress remote & the same problem, but at least this box has

not crashed 5 times per day.

I hope it is not a rock and hard place situation.

@user_f2cc5c​ 

Did they ever send you the correct remotes - easy to press buttons with voice control?  Can it access Netflix and other premium services?

@user_cf187e​ The XR11 should recognize all the same voice features with easier navigation buttons. Will let you know once we get one. My request arrived today ... Sadly they did NOT mail the correct remote. Bummer. I asked the rep to send us three XR11 remotes and they sent us one XR2 remote :( It has an all raised button keypad but no voice control. Have had many problems with their chat agents, usually takes three tries with three different people before things go right. Going to try again. Otherwise you can buy them online through Amazon or Ebay for about $30+ bucks new, just make sure you get an authentic one versus an OEM or there might be connnectivity problems. 

I just spoke with customer service again today, they transferred me to a more specific team customer group to try and resolve my request. I was very specific that I wanted the older XR11 remote, not the current XR15 because of the stiff key pressing. The representative clearly stated and verified they would mail us the correct XR11 remote no charge. Fingers crossed. Will update this post once they arrive in a few days. 

@user_cf187e​ Would you believe they sent us the wrong remote again?! We just ordered an XR11 off Amazon. Fingers crossed. User reviews say it works as it should.

@user_cf187e​ We finally received the XR11 remote control we ordered off Amazon. The pairing process was fairly easy as the system recognized we were trying to use a new remote. I did have to try and pair it a couple of time before it would work, but once paired it works 100%. The voice commands work, as well as all the same things as the XR15 remote. The navigation buttons are larger and much easier to press. The layout is better with not having the ABCD letters near the navigation pad and the power button is larger.

@user_236167 the X1 voice remotes do allow the ease to find anything to view pretty quickly by pressing and holding the microphone button. Here are instructions  https://comca.st/3PrvDAr on how to use those remotes depending on the model you have. We always allow you to pick up a new remote at no charge at any Xfinity location this link https://comca.st/3PoRkRD will have you key in your address for the nearest location with hours. If you would like for us to access the account and send a remote by UPS for a charge please use these instructions to direct message us: 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example

@user_236167​ We ended up just ordering the XR11 remote off Amazon, since Xfinity couldn't get it right. Customer service said they'd send us three new XR11 remotes no charge. The first time they sent one XR2, and the second time they sent one XR15. Ugggh. So much for customer service actually following through and listening to the details. Terrible!

Took a couple of tries but finally paired the new XR11 remote. It works 100% ! Much easier to use, especially for my elderly aunt. Now we just need two more for the other rooms, but it seems silly that we should have to buy them from another vendor.