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Remote won't pair with new box

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Remote won't pair with new box

I swapped out my old X1 box for the new ones that support 4K. I hadn't hooked up the new box when I got home, but played with the remote and entered to codes for my receiver and TV. 

Yesterday the new TV arrived, hooked it and the new X1 box. Called Comcast to activate the new box, since it wasn't added to my account when I picked it up. They sent a signal, I saw the greeting screen,  and when I tried to select the language, nada. Then a gray box popped up saying the remote was paired with another box. On the phone with several agents, each had me press A  + D, then punch in 981 to unpair. Nothing.

For context, the remote in question is the XR 15.

Many box resets and much frustration later, I threw my hands up. My old remote DID control my receiver, but it doesnt now. I'm not sure if the service center is open today (July 4th) or not, if so I'll have to swap the remote I guess, I really want TV this weekend.

Any tech minded folks have any insight as to why/how this happened, and how to maybe fix? 




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Re: Remote won't pair with new box

You can try holding the xfinity button and info button to bring up the remote pairing flow. So you were able to use the old remote to select a language and activate the new box?

When unpairing make sure your pointing the remote at the TV box so it picks up the IR commands.
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Contributor

Re: Remote won't pair with new box

No, the old remote won't do anything (although until the new box was activated it did work on the receiver, doesn't now), and neither will the new remote.  So I'm stuck on the select language screen that I can't do anything with, and then the gray box message about being paired to a different box.

I'm wondering if the removal of the old box from my account and the activation of the new one has anything to do with this?

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Re: Remote won't pair with new box

No that shouldn’t matter. Can you try a+d then wait for led to go from red to green and then press 981 to reset the remote. Make sure your pointing the remote at the TV box as well and within 10-15 feet.

What type of box did you get? New wireless box?

Xfinity.com/unpair has detailed steps.

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Re: Remote won't pair with new box

Thanks, but yes, we did the unpairng commands so many times on the phone one agent got exasparated and actually hung up on me. The new box is also an X1 but designed for 4K. Smallest box I've had.

We also tried to program the remote to the new TV but nothing. 

If I can't figure this out in the next hour I'll take the remote back to the service center. I wonder if I should also bring the box and start fresh?

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Re: Remote won't pair with new box

Probably makes sense to start fresh with new box and new remote. And your pointing the remote directly at the TV box and within 10 feet?
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Re: Remote won't pair with new box

Got the new box and remote, all good!