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user_o6fzci
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Monday, January 26th, 2026 1:14 PM

Remote not working

I have a new box, new remote, everything was working yesterday. Today turn on tv and says remote not working. Reset box, came up to set language  remote won’t work, message that remote not working. Reset remote per instructions and still nothing. Remote flashes green and then red when pushing any buttons.

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13 days ago

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XfinityPaula

Official Employee

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2K Messages

3 months ago

Good morning user_o6fzci! Thanks for sharing the trouble you are having with our remote. I'm sorry that the remote is not working despite all your efforts. Thank you for taking so many steps to try to resolve the trouble. It's possible that we may need to get you a new remote. Does the message remote not working appear when you use the voice control option to pair the remote? 

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user_dwm4

Visitor

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5 Messages

15 days ago

I'm having this same issue on multiple boxes

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XfinityRaf

Official Employee

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1.3K Messages

Good morning @user_dwm4. Are you still having issues with your remotes? If so, can you provide me what troubleshooting steps you have completed? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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13 days ago

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user_dwm4

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5 Messages

After working through it with the customer service agent it turns out some bad software (kernel) had been installed on the boxes.  She refreshed software on the boxes and it fixed the issue.

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13 days ago

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XfinityRaf

Official Employee

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1.3K Messages

Thanks for letting us know @user_dwm4, and I'm glad to hear your issue was resolved. If you need anything else, please let us know. 

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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13 days ago

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