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bithauler
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6 Messages

Thursday, April 3rd, 2025

Free Replacement Remote Control

I have two remote controls that need to be replaced. Per Xfinity online support it is recommended to visit a retail store for free replacement or have them shipped for a S/H fee. I went to a retail store five miles from my house with two broken remotes. Rep said they don't stock them they need to be ordered online. I stated what was mentioned in online support and preferred not to pay S/H fee. He said I had it backwards. They would charge at the store but replace online for free. I suggested he was wrong and left after wasting an hour. Online I was able to order only one replacement via online order tool. S/H was $0 so I thought this why the rep told me what he did. I received an order number. I checked back in a week and had no way online to check order status. I chatted with a rep who could not find the order. He stated it was probably cancelled because $0 S/H fee is not allowed. He would replace them for me for $5.95. I have not done that yet. So on principle, why is Xfinity support telling people to go to a retail store to replace a remote when they won't do it. And you can't call a store directly to ask same question and check if they have them stocked. Any guidance on how to obtain 'FREE' replacement remotes? For $300/month to Xfinity this is all I ask for.  

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1 day ago

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DreamSayerZ

Problem Solver

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876 Messages

4 months ago

@bithauler Go the the Xfinity Assistant https://www.xfinity.com/xfinityassistant and login to your account. Type replace remote. On the next screen select Get me a new remote. Then again select Get a new remote. When it asks about did you troubleshoot, select get me a new remote again. It does state remote is no cost and charge for shipping, but it shows $0 as the shipping fee. It appears they do not charge, even though it states that.

(edited)

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bithauler

Regular Visitor

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6 Messages

@DreamSayerZ​ Thank you. I ended up doing that once last week ($0 remote and $0 S/H) and received a remote in two days from Fedex. I'll be checking the next bill for any fees. If none are applied I'll try for a second remote I need. I've come to the conclusion that Xfinity wants to direct all questions to Xfinity Support via chat. When I've done that I'm usually on the chat for 30-45 minutes longer than necessary. And all rep wants to do is have me agree to 'the order', if not for a remote control, but also for a new one year contract extensions. 

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4 months ago

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XfinityBrianH

Official Employee

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1.5K Messages

4 months ago

 

bithauler Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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user_autde0

Visitor

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1 Message

2 months ago

Comcast is the worst ! I tried to telephone the local retail Comcast store and the call goes to an automated/unattended  call center.  Can't find out if the store stocks remotes to replace my broken one without a trip to the store ... bet it is a waste of my time as well. I read the customer service reviews of that location and they were awful!

Comcast charges lots of $$$ for service but provides lousy customer support. 

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DreamSayerZ

Problem Solver

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876 Messages

@user_autde0 Why don't you read the instructions I posted above to order a remote and have it sent to you? It doesn't cost anything.

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2 months ago

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XfinityJamesC

Official Employee

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2.3K Messages

Greetings, @user_autde0! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about getting a replacement remote. You have definitely come to the right place for assistance.

 

You are correct that our Xfinity Store locations do not have inbound phone numbers. I think it was decided several years ago that all calls would be routed to our telephone support team, so our in-store associates can focus 100% of their time and attention on the customers in the store. If you just needed a standard remote control for an X1 cable box, 4K DVR, or Xumo Streaming Box, they should have abundant supplies in stock at every Xfinity Store. If you needed a more specialized remote, like our large button remote, or a remote for one of our legacy boxes, you may have more luck ordering a free replacement online. Please let us know if you have any questions or concerns. Our amazing community is always ready to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_js0llc

Visitor

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1 Message

3 days ago

Hi I need a new remote for my tv

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XfinityQuemekia

Official Employee

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404 Messages

Hello @user_js0llc, thanks for being a part of our Xfinity Community Forum. Have you tried the steps mentioned above by @DreamSayerZ?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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