JohnC's profile

Frequent Visitor

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9 Messages

Fri, Dec 18, 2020 9:00 AM

XR15 remote gives error sound when pressing Voice button

I have the XR-15 UQ remote and most of the time it works perfectly.  But around 10% or 20% of the time when I press the voice button it makes an error sound instead of the usual beep to tell you to begin speaking.  The TV will show "Listening" and then after a second, "Press and hold again".   It may do this 2 or 3 times in a row and then finally make the standard beep sound and then accept my voice command.

 

I swapped out the remote from another Xfinity box in the house and still have the problem just with this one TV.  If it matters, it's the family room TV with the XG1V3 DVR box.  So two different remotes have the same issue with this one box and both remotes work fine with another box.  Seems like the problem is with this particular box.

 

I have rebooted the box, reset to defaults, etc.  Any Ideas?  Should I try and get a replacement box?

 

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Frequent Visitor

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9 Messages

6 m ago

I have the XR-15 UQ remote and most of the time it works perfectly.  But around 20% of the time when I press the voice button it makes an error sound instead of the usual beep to tell you to begin recording.  The TV will show "Listening" and then after a second, "Press and hold again".   It may do this 2 or 3 times in a row and then finally make the standard beep sound and then accept my voice command.

 

I swapped out the remote from another Xfinity box in the house and still have the problem just with this one TV.  If it matters, it's the family room TV with the XG1V3 DVR box.  So two different remotes have the same issue with this one box and both remotes work fine with another box.  Seems like the problem is with this particular box.

 

I have rebooted the box, reset to defaults, etc.  Any Ideas?  Should I try and get a replacement box?

ComcastChad

Official Employee

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1.2K Messages

6 m ago

 Did you try replacing batteries?

Rustyben

Expert

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24K Messages

6 m ago

info only. combined two posts by same author same subject to one thread.

Frequent Visitor

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9 Messages

6 m ago

Yes, battery replacement was done, even though the on-screen status showed them at 80%.

Official Employee

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200 Messages

6 m ago

If you are using the app, does that make any difference or does it still happen with the app? 

Frequent Visitor

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9 Messages

6 m ago

No, it does not happen with the app. But then the app is using an internet connection, not the same RF frequency that the remote uses.

Official Employee

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200 Messages

6 m ago

Glad to know that the app is able to be used without issue, if needed!

 

Hmm, how clear is the line-of-sight to the box? Is there anything that could be in the way or interfering? 

dcfox

Regular Contributor

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326 Messages

6 m ago

When I had signal issues I had the same problem. (took 2-3 tries) I just got used to it. It went away when they replaced the outside lines that eliminated all my other drop out problems. Just to add I upgraded to the XG1v4 box around the same time so that also may have fixed it. 

Frequent Visitor

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9 Messages

6 m ago

The box is in a cabinet with a glass front.  I'm typically 8-10 feet away with no obstructions.

 

Robert might have something in his hypothesis about going to sleep and reconnecting.

It almost always happens when the remote has not been used for a while.  I get two or three error sounds and then it works with voice commands. It will continue to work until it's been unused again for a while.

However, this does not happen with the other two boxes in the house. Only this one.  The other boxes are the small slave boxes, but the remotes are the same.  IThe issue is just with the main DVR box.

Official Employee

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2.7K Messages

6 m ago

Thanks for the update @JohnC!

There is still a possibility that this is a poor signal issue. When you get a chance, please check the coax cable in particular. Disconnect it fully and check for any type of decay/damage or dirt. If possible, you can even try replacing the coax all together to see if this helps improve the overall signal to that box.

 

We look forward to your next update! 🙂

New Poster

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3 Messages

5 m ago

I have exactly the same timeout issue with the Voice button. After a period of inactivity - possibly 15 minutes or more - the Voice button will respond with the error tone. Then if I wait 3-5 more seconds and press the Voice button again, it works perfectly.

It sure would be nice if Comcast could fix this bug and update our firmware.

jackronner

Frequent Visitor

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11 Messages

5 m ago

Same problem, same remote.  Often had to press 4 times for it to work.  SOLUTION:  I have three remotes, and suddenly none of them worked.  The "bloop" sound and "Not working now" msg.  I did the old disconnect the power cord thing and now ALL of the remotes work, first try every time.  I always thought it was the remote button itself, but this reveals that it's the box that's the problem.  Mind you, I'm sure I've disconnected the box before (for other reasons) and it seemed to have no effect on the continuing "button" problem.  But give it a try;  it's such a pleasure to have the button work first time, every time.

BTW,  I've tried to find a way to post a question on this forum, or to just offer a solution, but can't find the "Make a post" button.  How did you do it?

dcfox

Regular Contributor

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326 Messages

5 m ago

I had the same problem with the XG1v3 box and just got used to it. I upgraded to the XG1v4 box and problem went away. I also had my signal problem fixed after that  by a line replacement but not sure if that had anything to do with it.

ComcastChe

Official Employee

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6.1K Messages

5 m ago

Hi @Jsf3333! Thanks for posting. I'm happy you were able to find a resolution. If the problem returns, please create a new post with your issues, and we'd be happy to help. I wanted to provide you with the steps to make a post. There you will also find other helpful documents that will assist you on the forums. I hope this helps. 

 

 

Official Employee

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6.7K Messages

5 m ago

Hi jackronner. Thanks for adding your post and additional information regarding the XR15 remote. Please feel free to send me a private message (include your name and address), if you encounter any other errors or issues with your X1 equipment. We'd be happy to assist with any additional troubleshooting as needed. To send me a private message: click my username (ComcastJoeTru) to view my profile, then click the link that says "Send a message" and there you can compose a private message. 

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