Set top box will not pair

[rjeroots]

Added cable to a bedroom tv. Set top box arrived. Connected ok. Boots up to language screen. Press xfinity and info keys, get green light but get no pairing screen with pairing code. The other 3 boxes in the house do show the pairing screen but the new box does not respond. Tried 2 X1 remotes. I need a new box but stores are closed and I cannot reach a human by phone or internet. Pretty frustrated at this point.

[ComcastChad]

Are you stuck on the language screen? If so try xfinity.com/unpair and follow instructions for your remote and then try again.

[Rustyben]

adding.... what is the model number of the box that won't pair with the remote? did you press the xfinity button on the remote? can you try another remote in your home and try to pair it to that set top box? 

[rjeroots]

XiD-C model CXD01ANI. Tried 2 remotes that work fine with the other 3 boxes in the house. 

[rjeroots]

Yes stuck on language screen. Tried xfinity.com/unpair and got access denied cuz I don't have permission on server. I tried 2 remotes that work and pair ok on 3 other boxes in my house. Pressed xfinity and info buttons together and got green light. The paring screen came up on the 3 other tvs inthe house but not on the one I need to pair with. Grrrrrr

[rjeroots]

Got to xfinity.com/unpair on another pc. Trying...

[rjeroots]

Will resume tomorrow. Will respond then. Thanks...

[CCAndrew]

Try holding the remote right up to the box that you’re trying to pair to

[rjeroots · Accepted solution]

I received a replacement box which went through setup with no issue. The box I had problems with was defective. I don't need you anymore 🙂