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Visitor

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7 Messages

Wednesday, July 7th, 2021 4:55 AM

Closed

Xfinity XR11 remote won't pair both TV and receiver, only one

I upgraded my service to lower my bill, and the web page at checkout said I Had to change out my cable boxes to be compatible with the new services. Interestingly, when I went to the store to swap them, they gave me the exact same boxes and the same remotes. :/

Only this remote (same as last ones I had) will not program both the TV and Audio Receiver. It will only take one program. And I am doing this via the onscreen menus where it prompts for voice remote setup, and then it sets up the TV, it works, then asks to setup the audio receiver, it works, but then TV won't work after programming the audio receiver. Then when reprogramming the TV code, the Audio receiver doesn't work.

This makes no sense.

Official Employee

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2.7K Messages

4 years ago

Hello, @KayMann9. Thank you for reaching out to our community about the pairing issue. We will get this fixed for you! What style of remote control are you using? This link shows our remote control styles, https://www.xfinity.com/support/remote. 

Visitor

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7 Messages

@ComcastRayana hi, the remote I have is the XR11.

Problem Solver

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735 Messages

Perfect @KayMann9

Thank you! This way I can ensure I am giving you remote instructions specific to the model you have. It sounds like the on-screen prompts are working to allow you to set up the audio device and the TV but somewhere along the lines, its dropping one or the other still. Let’s try this a slightly different way. Did you know that through the Xfintiy MyAccount app, you can troubleshoot devices and pair your remote? Let’s go through the app to set this up and see if that helps. Can you try the steps below and let me know if you see any progress, please?

 

Open the Xfinity My Account app on your Apple or Android mobile device.

Tap the TV icon, pick your TV Box, and then pick Setup a remote.

Swipe to find the remote control model you need to program, and tap Continue.

Pick TV or Audio/Other, and follow the programming instructions.

I no longer work for Comcast. 

Visitor

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6 Messages

4 years ago

@ComcastDevin  Hi.  I am having the SAME issue (remote sets up the TV, it works, then asks to setup the audio receiver, it works, but then TV won't work after programming the audio receiver. Then when reprogramming the TV code, the Audio receiver doesn't work.)  However, my remote appears to be XR15.  Can you send instructions for this remote?  Please and thank you!

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