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.

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XfinityKei

Official Employee

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2.1K Messages

22 days ago

@user_9412ab I'm sorry to hear of the issues you're having with your remote. Have you tried swapping the batteries out?

Another option is reprogramming the remote have you tried that?

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user_9412ab

Visitor

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3 Messages

@XfinityKei Of COURSE I changed the batteries. That was the Very First thing I did. Seriously, is this where we're at now? 'Try changing the batteries' is the very first thing to try, totally-Not-An-AI-Xfinity-Employee.

And why in the Devil would I need to reprogram a brand new remote? As stated, it's a brand-spanking-new remote. Which any Xfinity CS rep would know come with batteries *already installed* because apparently us humans are too stupid to try making sure it has power before trying to use it.

The issue was with the cable box; I unplugged it, plugged it back in again.

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17 days ago

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XfinityThomasA

Official Employee

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3K Messages

user_9412ab - Thank you for your feedback and for trying the troubleshooting steps. It's important to us that you're able to enjoy your remote and our team can help ship and replacement, and follow up with you after to confirm it's working properly. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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15 days ago

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user_9412ab

X15 Remote Ok Button Not Responding

XfinityKei

user_9412ab

XfinityThomasA

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