Visitor
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1 Message
stuck in the middle of remote pairing
I had to unpair and re-pair my remote this morning - as I have to do every month or so - and I'm stuck on the "Do you want to keep using Voice Guidance?" screen. I select "no", the three dots appear on the screen for a minute, then the voice guidance question comes up again. I can't exit out of this screen or turn the TV/box off, and resetting the box has no effect; it brings me back to the voice guidance question. Neither the TV, box, or remote are new; I've had them for over a year. Xfinity Assistant says I need a new remote, but I'd like a second opinion!
sailorbear510
Contributor
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39 Messages
26 days ago
In the apartment my husband and I live in, we have 2 wireless boxes. I found out through trial and error that if the wireless box is too close to the X1 Gateway, the wireless box is unresponsive. I now have the two at least 5 1/2 feet away from the Gateway and that solved the issue. Maybe it is the same in your case?
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user_4jrugn
Visitor
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1 Message
26 days ago
my box has been having this issue and it is nowhere near the gateway. I am about ready to get rid of Xfinity all together, this is the second new box in the past four months.
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XfinityNatalie
Official Employee
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354 Messages
26 days ago
Hi there, user_96xoy0! Oh no, I can see how frustrating that must be, having your remote not pair properly due to the voice guidance being stuck on the screen. There was a known issue with this voice guidance loop being stuck during the activation process for a few of these TV boxes. It would be worth trying to replace the TV box as well, as this did help clear up this issue in previous cases. Please let us know if you have any additional questions or concerns.
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