U

Visitor

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4 Messages

Mon, Nov 15, 2021 5:21 PM

remote not working every morning

Just got new cable box and samsung qn9a tv 4 days ago. Since then the remote is not working in the morning, reload and things are fine for the day. 

Turn off/on change channels voice, everything works great. In the morning I get the message Remote not working? Continue. At this point I have to reload to get things working again. Whats wrong here?

Official Employee

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421 Messages

17 d ago

Greetings, @user_8c1dc0! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your new cable box, but you have definitely come to the right place for assistance.

 

Can you please tell me a little more about the error message you are seeing? As far as you know, is it coming from the X1 system, or the TV itself? Are there any "error" codes displayed along with it, or just the aforementioned "Continue" button? Does hitting continue cause your system to reload, or does the error just keep recurring until you reload the system?

Visitor

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4 Messages

@XfinityJamesC The problem happened again this morning. Power on , message remote not working? continue. No way to continue, message about going to xfinity.com to pair unpair. I need to reload to get service back. power save unselected. 4 out of the last 5 days this has happened.

Official Employee

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183 Messages

I am sorry to hear this issue occurred again today. We definitely want to make sure your remote is working properly with your cable box and television. Have you tried changing out the batteries to the remote and re-pairing the remote to the cable box? If not, can you review this link, https://www.xfinity.com/support/articles/programming-your-xfinity-remote, on how to pair the remote and see if this helps correct the issue? 

*Edit post to make link active*

(edited)

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XfinityChad2

Official Employee

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160 Messages

@user_8c1dc0 you need a new box, that usually means a hardware issue internally that is causing your device to go thru activation every morning. 

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

Visitor

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4 Messages

I've tried two new remotes so far. Can you have a new box sent out? Thanks

Official Employee

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183 Messages

We can definitely look into your remote and cable box concerns to help get this corrected. For help, can you please send our team a Private Chat Message with your full name and address? To send us a Private Chat Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a chat session.

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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