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user_adefc6
1st Topic

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2 Messages

Friday, November 12th, 2021 5:41 PM

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Remote won’t stay paired

I had to get a new Xfinity TV box because the old one died. I paired the remote successfully but every time I turn off the TV the pairing breaks and I get a screen telling me to unpair from the previous box and pair all over again. The pairing works until I turn off the TV again.

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Updated 

3 years ago

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XfinityChad2

Official Employee

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263 Messages

3 years ago

are you being asked to go through the setup process again, ie.  select language, enter account info , program remote?   If yes then I recommend swapping for a new box as this sometimes happens when a device has hardware issues.  

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user_adefc6

Visitor

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2 Messages

@XfinityChad2 Thanks. Problem solved — a combination of a hardware issue and user error. When I got the new box, I plugged it in with the old power adapter on the assumption that the box appeared the same as the old one and the adapter wouldn’t matter. After issues, I switched to the adapter that came with the new box and no more problems.

3 years ago

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