Remote issues

The power button, volume and mute button on my remote stopped working. I contacted Xfinity customer service and we went through all the steps to troubleshoot the problem. They finally decided that I needed a new remote. I went to the Xfinity store and got a new remote. Went through all of the steps to pair the remote to my TV. It did not work. All of the other buttons on the remote work except the TV won't turn off with the power button, the mute button doesn't work and the volume button doesn't work. Any ideas as to how to fix this problem?

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XfinityAlyssaA

Official Employee

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2.6K Messages

9 hours ago

Good evening @lappjoan, and thank you for reaching out on our Community Forums regarding your remote issues-we appreciate your time.

I understand that the mute, power, and volume buttons are not working, even after replacing the remote, which can definitely be frustrating. To help narrow this down further, could you please confirm which model remote you’re currently using?

If you’re unsure, you can reference this guide to help identify it: https://www.xfinity.com/support/articles/remote-controls.

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lappjoan

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7 Messages

The remote I am using is XR15

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9 hours ago

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XfinityAlyssaA

Official Employee

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2.6K Messages

Perfect, thank you for confirming that you’re using an XR-15 @lappjoan, we appreciate it.

Have you tried factory resetting the remote? You can do this by following these steps:

Press and hold the A (triangle) and D (diamond) buttons at the same time for about 3 seconds, until the light at the top changes from red to green
Press 9-8-1
The light should blink blue three times to confirm the reset

You can also find these steps on our website here for reference: https://www.xfinity.com/support/articles/programming-your-xfinity-remote.

Please give that a try and let us know if it helps!

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9 hours ago

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lappjoan

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7 Messages

I already tried that and still doesn't work. I asked AI and they said the IR sensor has failed on my Sony TV

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9 hours ago

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XfinityAlyssaA

Official Employee

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2.6K Messages

Oh, no @lappjoan! I'm sorry to hear that. Are you able to try reaching out to Sony customer support to confirm if that is the issue? If not, we are happy to continue troubleshooting.

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

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9 hours ago

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lappjoan

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7 Messages

9 hours ago

The remote I am currently using is the XR15

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lappjoan

Remote issues

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