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user_bo1234
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Visitor

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6 Messages

Tuesday, August 2nd, 2022 2:15 PM

Closed

Remote has lost connection to cable box.

This showed up at the end of last week to my remote and the dvr cable box. My other two boxes which are the small boxes do not have this issue. I thought the remote was broken as the cable box reported that remote was no longer connected and to move closer to the box. Needless to say this did not work. I went to Xfinity store for new remote. They did not have any but they did have a new dvr box that comes with a remote. Installed last night. Walked through the setup with new remote. Everything went fine with the exception that the box could not get the premium stations as it needed to download. Fine. I shut down for the night. Went to the tv this morning. Turned it on and the same issue appeared. Lost connection to remote. What is going on? All new equipment. I think an update is causing this issue with the box as it probably went through the update process overnight.  

Question

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Updated 

2 years ago

858

2

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user_bo1234

Visitor

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6 Messages

3 years ago

I was able to get the remote to pair up again with the box last night by performing a hard reset on the remote. Went to test this morning and reverted back to being unpaired. Anyone from Comcast/Xfinity going to respond? This is new equipment and the exact thing was happening with the old. 

1

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user_51e8f4

Visitor

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5 Messages

@user_bo1234​ how is this an accepted solution?

2 years ago

0

user_bo1234

Visitor

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6 Messages

3 years ago

Anyone from Xfinity? I was able to repair the remote with the bix last night. Went to test this morning and it lost pairing again.

4

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CCAshley1

Official Employee

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746 Messages

Hi, we would like to help with your TV concern. Please send us a private message. 

 

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.

I no longer work for Comcast.

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

3 years ago

0

user_5ec39a

Visitor

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1 Message

I am having the same problem

2 years ago

0

CCChristopher

Problem Solver

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577 Messages

@user_bo1234 Hello and thank you for reaching out out over our Xfinity Community Forums. I am so sorry to hear that you are experiencing the same issue as well with your Xfinity voice remote, that would definitely be frustrating. You have reached the right place, and I would be more than happy to assist you in getting a replacement remote, or getting your existing Xfinity remote working properly, no problem at all! We also received your private message, and I look forward to assisting you further there.

I no longer work for Comcast. 

2 years ago

0

user_51e8f4

Visitor

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5 Messages

I have the same problem. The remote loses connection almost every day. I replaced the  cable box and remote twice but the problem persists. 

2 years ago

0

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