Problem Solver

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499 Messages

Monday, April 17th, 2023 6:21 PM

Closed

X1 Unpairing

​​When I've turned on my TV in the morning in the last two months, there's a screen around once a week on my XG1v4 asking me to connect my X15 remote.  I have to enter the code to unpair, then go through the process of naming my DVR, pairing the remote,  and adding controls for the TV and AVR.  Such a pain.​​

​​I've had an XG1v4 for several years.  We got a second one for a new 4K TV in January and in the process of trouble shooting some issues, I swapped the DVRs, so the old box is with the new TV.  That's the one I am posting about - the box we had for a long time with no problems.  The new box is running fine in the other room with the old TV.   ​​

​​Any idea why this is happening with some regularity after the set has been off overnight?​​

Official Employee

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2.3K Messages

2 years ago

Hello, @BIslander. Thank you for your feedback, and detailed message. I'd feel that same way too if I were continuously being prompted to pair my XR15 remote to my XG1v4 TV box. That is odd that it seems to be prompting you once a week. Rest assured you've reached the right place for help. This isn't the experience we want you to have with Xfinity X1. Since receiving the new box and swapping things out, did you program your XR15 remote to also control your TV, or audio device? Are the two TV boxes named differently when you view your TV boxes information online in My Account? 

Problem Solver

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499 Messages

@XfinityThomasA​ Yes, both boxes have different names.  The problem one is named Downstairs 4K.  And, yes, both remotes are also set to control TV and AVR power/volume in their respective rooms.  I have two of the small boxes in other rooms and they're working fine.   

Once a week is a rough timeline, not a regular interval.  But, it does seem to happen when first turning things on in the morning. 

What factors might lead an XG1v4 to prompt for relinking?

(edited)

Official Employee

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2.3K Messages

@BIslander - Thank you for your detailed response, and for checking those settings and device names. It sounds like everything is set and saved, but the remote keeps giving you that prompt. We will get to the bottom of this. That's a good question. Once you've paired your Xfinity remote you should be all set. Once a remote is paired, it won’t work with any other TV Boxes until you break that connection, and Turn Off Pairing on your Xfinity Voice remote

Are there other users within the home that could have mistakenly swapped your remotes from one room into another? Had any newly connected devices, or any Bluetooth devices been introduced into the home recently?  

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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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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.
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Problem Solver

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499 Messages

@XfinityThomasA​ No new devices or Bluetooth recently.  We have a Firestick 4K Max in that room that uses Bluetooth.  But, we've been using it since January.  While unlikely, I suppose it's possible one of my kids swapped out a remote.  I'll put a sticker on the remote to make sure I know which is which. 

Official Employee

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2.3K Messages

@BIslander That sounds like a plan. Please keep us apprised of any changes in the repeated prompting to pair your Xfinity remote. By the way, where is that impacted TV in relation to your main TV box and modem? Is that TV plugged into an outlet on its own, or into a power strip with other devices? Is a splitter in use for that outlet? And, have you double-checked the cable connection on the back on the TV box and also at the wall plate? We just want to ensure everything is nice and tightly connected including the coaxial cable. 

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
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
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

Problem Solver

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499 Messages

@XfinityThomasA​ I have two XG1v4 boxes and I don't know which one is considered the main one.  Regardless, it is in a daylight basement while the rest of the Xfinity equipment, including the Internet modem and router, is upstairs.  The TV and DVR are both plugged into power strip although not the same one.   I've checked the connections and they are tight. 

I hope your comment doesn't mean you are done on the off chance that one of my kids swapped remotes with one from another TV.  If that had happened, wouldn't we have a matching problem of a remote needing to be paired on that other box, too?   Hasn't ever happened.   Just this room. 

Contributor

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775 Messages

2 years ago

Just happened to me for the first time. Has to be a power save mode issue. I just turned on power save mode a couple days ago. And now this.

Problem Solver

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499 Messages

@AAXXAA​ I have Power Saver set to On with HDMI-CEC set to Off.  It's been more than a week on the new DVR and the remote has not unpaired since then.

Official Employee

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695 Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

I no longer work for Comcast.

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

Problem Solver

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499 Messages

2 years ago

Swapped remotes and that didn't fix the problem.  Swapped XG1v4 boxes and it's been more than a week since I installed the replacement box with no unpairing.  Looks like that did the trick. 

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