Hello and Happy Monday! I hope you’re having a great start to the week! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs! Going forward, I'm truly sorry to hear about the complications with our website in regard to receiving a new remote. Your business is sincerely important to us and this is not the experience we want for you! I'd now like to set up a shipping order to have a new remote sent out to you directly! To get the ball rolling on this process, please send us a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks again for both your time and interest!