Skip to main content
joedzu

Frequent Visitor

 • 

11 Messages

Monday, June 19th, 2023 12:04 PM

Closed

Remote unpairs every night after box update

35 years with Xfinity never had this issue. When tv box reboots after update every day remote unpairs. Remote then is unresponsive. Have to reboot tv box twice and reset remote then re-pair. Everyday since I got the new box. serial #[Edited: "Personal Information"]. There is no solution to be found here. I have another remote which I also paired. Same thing so it's not the remote. I don't need platitudes I need support please. I have another tv box in another room no such problem. 

Question

 • 

Updated 

2 years ago

 • Edited

1.1K

2

0

BIslander

Problem Solver

 • 

501 Messages

2 years ago

I had the same problem, although not so often.  Swapping remotes didn't fix it.  Getting a new XG1v4 DVR box took care of it. 

0

0

XfinityPaula

Official Employee

 • 

1.4K Messages

2 years ago

Hello @joedzu thanks for sharing how the remote unpairs nightly. I'm sorry for the trouble this has caused. I would be happy to investigate the issue with you. Thank you for the troubleshooting steps you have taken so far. Since it continues to happen we may need to replace the cable box. Did you replace the batteries in the remote by chance? Curious is that could be part of the issue. 

Please send us a direct message with your name and service address. We will dig into the trouble. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

4

0

joedzu

Frequent Visitor

 • 

11 Messages

@XfinityPaula​ I changed cable boxes. Everything is fine now. 

2 years ago

0

XfinityBenjaminM

Official Employee

 • 

2K Messages

@joedzu Great! Thank you for letting us know and if there is anything we can assist you with moving forward, please don't hesitate to 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

2 years ago

0

user_1cfc60

Visitor

 • 

1 Message

@XfinityPaula​  I am having this same problem. I was having problems with my X1 box crashing playing apps, I took it in and got a 'new' one that couldn't get past the setup screen. I took it back and I'm on my third box in a week and this one every morning after the automatic restart comes up at the configuration screen with the remote unpaired. So now every day I have to repair the remote and go through the entire setup process. This is not good. Do I need to get a fourth box? 

2 years ago

0

XfinityAmira

Official Employee

 • 

4.1K Messages

Hello @user_1cfc60! We appreciate you taking the time to reach out to our team about this equipment issue. I am sorry to hear that replacing the box has not resolved these connection problems. My team is here to help! We would like to further troubleshoot this with you on our end. Please send us a Direct Message. 

Here are 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 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

2 years ago

0

forum icon

New to the Community?

Start Here