Xfinity remote XR11 remote won’t pair tv and audio receiver at the same time

@XfinityChristina

The old XR11 remote controlled the xfinity box, power on/off for the TV and power on on/off and volume up/down/mute for the audio receiver. I tried programming it to work the same way and it will only retain whatever is paired last. I used all the fixes I saw in the forum and am unable to get it to work. 

We now need 2 remotes (XR11 and TV OR XR11 and audio receiver remote). The XR11 was capable of controlling all 3 before so now what happened that I can no longer do that? It is very frustrating. The xfinity box control is never affected by the pairing of the TV or audio receiver.

When going through the pairing process, do you see your tv listed and your audio receiver manufacturers available? Your XR11 remote is paired to your cable box but will only hold either the TV or the audio receiver, is that right?

The TCL tv is listed, the Sharp audio receiver is listed but will not pair automatically. I had to use 5 digit codes for pairing the audio receiver.

We tried pairing using the Remote Setup function and TV will automatically pair and work. The Sharp Audio receiver does NOT pair. So we tried the manual process of pairing using 5 digit codes. I reset the remote using the setup button and then pairing xfinity box. I would then pair the TCL TV which would work using the 5 digit code. Then I would pair the Sharp Audio receiver using a 5 digit code from the xfinity website. That would work but it would eliminate the paired TV. I also tried the reverse meaning reseting the remote, then pairing the audio receiver and last pairing is the TV. The TV pairing would eliminate the audio receiver pairing. The xfinity box pairing would still work with both.

My MAC address if needed is BC644B87B1C1.

I tried all the solutions that were listed under a similar topic and it sounds like there's a software update that is the issue. Some people managed to get theirs to work, I am unable to get it to work. My old remote (which has been returned to the store) used to control the xfinity box, TV(Power on/off) and audio receiver (Power on/off & volume). That is all I would like this one to do! 

Thank you for clarifying, @ShireenS. Are you only using the first code provided or have you tried to use a different code? Perhaps if you use a different code the remote will allow you to control both devices. Give that a try and let me know if that works or not. 

@ShireenS have you tried resetting the remote first before trying the 5 digit code method?    Instructions to unpair remotes can be found here - xfinity.com/unpair.  

since you have a setup button sounds like you have an XR11 which can be unpaired by holding setup for 3 seconds (led will change color) then press 981 on the remote.   The remote led should flash blue twice.  

once reset you can pair it to the tv box, when it asks if you want to control tv volume skip those steps and then try the manual process (5 digit codes you had listed above) for TV and AVR programming.   Let me know if that solves your issue.