X1 Remote stops working

[WS50]

I have been having a problem with the X1 box communicating with the remote (both XR11 and 15 models).  After a box reset the remote will work fine for about 1/2 a day and then it will begin requiring multiple tries for the box to recognize a command from the remote.  This has been going on since July 2020.  I have tried  three remotes, (four sets of batteries) and two set top boxes.  I have been on the phone with a tech and an online chat.  In both of those instances the tech sent various commands to the box, which worked like the reset function for about 1/2 a day, after which the problem would start again.  The longer the time from the reset the more difficult it becomes to send a command from the remote to the box.  I have tried to use the mobile app (android and IOS) to send commands and again it works for a while but then I just get a message on the app that it cannot communicate with the set top box.  Do I need to get an Xfinity tech to come to the house, or has anyone else had this problem and found a solution.

[ComcastAmira]

Hello @WS50, thanks for reaching out to our Digital Care Team on our Forums page. We appreciate you being a customer with us, and I am sorry to hear about the communication problems you have been experiencing between the remotes and cable boxes you have had. I can imagine how inconvenient and frustrating this must be and we definitely want to get to the bottom of this. We would love to help!

Can you please send me a Private Message including your first and last name as it appears on the account? 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 

[Jillster94]

I have the same problem. Went through the same as you, even had a tech come out. He reset the remote and said I shouldn't have the problem any more. Well every other day since he has been here I have to factory reset the remote, restart the box and then reset the remote. Really frustrating to have to go through that process every 2 days.

[WS50]

After messaging with comcastAmira about my X1 modem (Gateway) being in bridge mode, I turned the bridge mode off and am using the wifi and router function from the X1 Gateway.  The problems with the communication between my TV remote and X1 TV box immediately cleared up and it has been working for 3 days now.  Hope this helps you.

[Jillster94]

How do you find out if the gateway is in "bridge mode"

[WS50]

When I first received the X1 gateway, I already had a wifi system set up using another router that I owned, so I placed it in bridge mode.  There are online instructions through the xfinity website on how to switch bridge mode on or off. I can't include links in this message or I would include the link to the article, but if you search on the xfinity website under bridge mode, you should be able to find the instructions.  If not call into the support/service and they should be able to help.

[EG]

https://www.xfinity.com/support/articles/wireless-gateway-enable-disable-bridge-mode

[Jillster94]

Wished that helped but it didn't . My router wasn't in Bridge Mode. Issue persists I have to reboot the box every other day. Thank you though!

[ComcastMorgan]

Good morning, Jillster94. Sorry to hear those instructions didn't work in your situation. There are other things we can try! I would recommend attempting to unpair the remotes and then pair them back by following the instructions in the links I have provided here: https://comca.st/35WpPcj and https://comca.st/380ypcN. Let us know if that works and/or if you have any further questions. Thanks!

[Jillster94]

Thank you and this is the same thing that the service tech said to do. In fact  since he left I have had to do this at least 3 times a week and just this am. I have to follow it up but rebooting the box every time. I'm very frustrated by having to do this every two or 3 days.

[ComcastMorgan]

Good afternoon, Jillster94. I totally get how that would be frustrating! Thanks for letting us know that has been done. Do you have the cable box in any type of entertainment center or anything?

[Jillster94]

No. It is sitting in a relatively open space.

[ComcastChe]

Thanks for confirming, @Jillster94. If the tech didn't attempt to swap the box while there, I think we should look into that after checking your signals at the premise to see if we can locate any issues that would be causing this. We can ship it to make things easier for you. 

Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address.