replace remote

Hello, I've had my latest  remote for about 10 months now, but it unpaired from my tv the other night, and i haven't been able to fix it since. I reset the box 10-15 times, tried to unpair and pair again the remote, and it still did not help.

I talked to a chat agent yesterday, they couldn't fix it on their end. They said they would process and get me a new remote just pay shipping, and I should receive in a few days

Well I never received any confirmation or email with tracking in it, so I assume it didn't go right.

The xfinity app hangs and does not allow me to go any further trying to ask for a new remote, just stuck.

The xfinity shops are not super close so I thought I'd try it this way first.

I kind of suspect this might be a box issue too? But I'm not sure. I don't think remote controls or boxes should be [Edited: "Language"] up and failing after just 10 months, but what do I know.

So is someone able to help me get a replacement remote before I have to make the journey to the xfinity store?

For now I would just like a new remote sent to me.