X15 Remote Ok Button Not Responding

I have a new XR15 remote. It pairs for voice commands with my TV, then says 'press ok to continue.' 

I press and press OK, the green light on the remote comes on, but the TV does nothing. It does not seem to recognize that I have pressed the OK button. The Xfinity support chat wants to schedule a technician visit to 'fix' the issue. 

Again, this is a brand new, out of the box remote.