vlawde's profile

Contributor

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45 Messages

Sat, Jul 4, 2020 8:00 AM

Remote won't pair with new box

I swapped out my old X1 box for the new ones that support 4K. I hadn't hooked up the new box when I got home, but played with the remote and entered to codes for my receiver and TV. 

Yesterday the new TV arrived, hooked it and the new X1 box. Called Comcast to activate the new box, since it wasn't added to my account when I picked it up. They sent a signal, I saw the greeting screen,  and when I tried to select the language, nada. Then a gray box popped up saying the remote was paired with another box. On the phone with several agents, each had me press A  + D, then punch in 981 to unpair. Nothing.

For context, the remote in question is the XR 15.

Many box resets and much frustration later, I threw my hands up. My old remote DID control my receiver, but it doesnt now. I'm not sure if the service center is open today (July 4th) or not, if so I'll have to swap the remote I guess, I really want TV this weekend.

Any tech minded folks have any insight as to why/how this happened, and how to maybe fix? 




Responses

XfinityChad2

Official Employee

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142 Messages

1 y ago

You can try holding the xfinity button and info button to bring up the remote pairing flow. So you were able to use the old remote to select a language and activate the new box?

When unpairing make sure your pointing the remote at the TV box so it picks up the IR commands.
vlawde

Contributor

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45 Messages

1 y ago

No, the old remote won't do anything (although until the new box was activated it did work on the receiver, doesn't now), and neither will the new remote.  So I'm stuck on the select language screen that I can't do anything with, and then the gray box message about being paired to a different box.

I'm wondering if the removal of the old box from my account and the activation of the new one has anything to do with this?

XfinityChad2

Official Employee

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142 Messages

1 y ago

No that shouldn’t matter. Can you try a+d then wait for led to go from red to green and then press 981 to reset the remote. Make sure your pointing the remote at the TV box as well and within 10-15 feet.

What type of box did you get? New wireless box?

Xfinity.com/unpair has detailed steps.

vlawde

Contributor

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45 Messages

1 y ago

Thanks, but yes, we did the unpairng commands so many times on the phone one agent got exasparated and actually hung up on me. The new box is also an X1 but designed for 4K. Smallest box I've had.

We also tried to program the remote to the new TV but nothing. 

If I can't figure this out in the next hour I'll take the remote back to the service center. I wonder if I should also bring the box and start fresh?

XfinityChad2

Official Employee

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142 Messages

1 y ago

Probably makes sense to start fresh with new box and new remote. And your pointing the remote directly at the TV box and within 10 feet?
vlawde

Contributor

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45 Messages

1 y ago

Got the new box and remote, all good! 

Visitor

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1 Message

4 m ago

I'm having these same issues with the same boxes and same remotes, but I'm running into this same problem repeatedly with different boxes and different remotes. I work at a hotel so we've got hundreds of these boxes and remotes and so far in one particular room for some reason this exact problem is happening no matter what I try? 

Official Employee

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150 Messages

Hello @user_53538d I hate to hear that you've been experiencing issues with your remotes and boxes, but we'd be happy to look into this further with you. Since this is a year old thread, we do ask that you create a new post stating the issues so we can assist you there. 

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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1 Message

2 m ago

I am having the same issue. Followed the same steps to no avail

Official Employee

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2.9K Messages

This is an old, inactive thread that we will be closing at this time. If you are having troubles and need support, please create a new topic of your own here on this board detailing your issue so that the community and our support representatives can assist.

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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