Xfinity Remote access not seeing TV

[Mrmarket]

So I has been using the Xfinity Remote app or over 6 months to change the channels for my 87 year old mother.  So it worked in my house.  My mother moved to assisted living and I have an X1 TV box and internet in the room.  When I log into the account at the assisted living place, set-up with a different user names, it does not show the TV.  I have been on the phone for several hours talking to multiple people with no luck over the last 2 weeks.  

Really frustrating.  Thanks in advance for advice.

Mark

[Comcast_Support]

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@Mrmarket wrote:

So I has been using the Xfinity Remote app or over 6 months to change the channels for my 87 year old mother.  So it worked in my house.  My mother moved to assisted living and I have an X1 TV box and internet in the room.  When I log into the account at the assisted living place, set-up with a different user names, it does not show the TV.  I have been on the phone for several hours talking to multiple people with no luck over the last 2 weeks.  

Really frustrating.  Thanks in advance for advice.

Mark

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Hi @Mrmarket, 

Thank you for using the Xfinity Forums. We'd be happy to help investigate this. When your mom moved, it's a possibility she was given a new email address, or, that the old email address needs to be associated with the new address. I'd be happy to help find the issue. Please send a private message with your first and last name as it appears on your account?

To send a Private Message, click on "Comcast_Support” and then click “send a message".

[ComcastTambrey]

Mrmarket, as we have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to get the remote app working properly again, but if you still need assistance, please feel free to start a new thread.