Community Forum

XR15 Remote won't pair with comcast box

Frequent Visitor

XR15 Remote won't pair with comcast box

XR15 remote won't pair with box.  Power outage the other night seemed to be start of problems.

The remote was working fine after the outage then in the middle of an on demand show stopped controlling the cable box.  

I followed the steps to unpair the remote (9-8-1) code but now when I try to re-pair the remote it will not produce a code on the TV.  

I have another XR15 remote I tried to use (following same steps, unpairing remote, then trying to pair) but again the code won't come up on the TV.  

 

Diamond Problem Solver

Re: XR15 Remote won't pair with comcast box

Try resetting the box? Also if you have another X1 box, make sure the code isn’t showing up there

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Frequent Visitor

Re: XR15 Remote won't pair with comcast box

Reset the box through power cycle or send signal?  If the code is showing up on another box, what's the next step?  

Diamond Problem Solver

Re: XR15 Remote won't pair with comcast box

If the code is showing up on another tv hold the remote right up to the box. Just a restart is fine, hopefully that works for you.

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Frequent Visitor

Re: XR15 Remote won't pair with comcast box

code was coming on another box.  holding close didn't work.  power cycled, didn't work.  had to depair another remote and then repair it with main box.    so while it is working now, i still have one remote that for whatever reason i cannot get to pair with my main box. 

Frequent Visitor

Re: XR15 Remote won't pair with comcast box

I don't know specifically that XR15 remotes have issues, but I suspect it's the box.  We had same difficulties with XR11 & XR5 remotes not pairing with boxes, but we also had 2 TV's in same room (even trying to set them up one at a time with the other disconnected).  Didn't matter - Comcast finally sent a senior tech out who set up a new X1 box w/o DVR, "XG2v2-P", and now we can pair any remote (even after the tech left) to either TV and the TV's are controlled separately.  For some reason, the other X1 boxes we tried both with and w/o DVR just wouldn't work properly and would no longer bring up the code either.  Took 2 months of research, trials and a certified letter to finally get this fixed.  May your solution come quickly.

New Poster

Re: XR15 Remote won't pair with comcast box

I am having the same exact issue. The only option is to have a tech come out?
Frequent Visitor

Re: XR15 Remote won't pair with comcast box

Go through the steps with a phone tech if you haven't yet and if that hasn't worked, if you live close enough to a service center, go in and discuss the situation and maybe trade in the box, even if it's new.   You may be fortunate and get a very knowledgeable phone or service center tech the first time so you don't have to block out a time of your day for an in home visit.

Expert

Re: XR15 Remote won't pair with comcast box


@tootired2talk wrote:

I don't know specifically that XR15 remotes have issues, but I suspect it's the box.  We had same difficulties with XR11 & XR5 remotes not pairing with boxes, but we also had 2 TV's in same room (even trying to set them up one at a time with the other disconnected).  Didn't matter - Comcast finally sent a senior tech out who set up a new X1 box w/o DVR, "XG2v2-P", and now we can pair any remote (even after the tech left) to either TV and the TV's are controlled separately.  For some reason, the other X1 boxes we tried both with and w/o DVR just wouldn't work properly and would no longer bring up the code either.  Took 2 months of research, trials and a certified letter to finally get this fixed.  May your solution come quickly.


new firmware updates can sometimes cause a problem like you describe. unplug the cable box for 30 seconds or so then plug back in. working now?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: XR15 Remote won't pair with comcast box

yes, I second the firmware thing, this has since happened two or three more times and you have to power cycle the main box.  i don't know why or what happens but this seems to fix it eventually.  

New Poster

Re: XR15 Remote won't pair with comcast box

What if code is showing on another stb, that I'm not try to pair it with
Silver Problem Solver

Re: XR15 Remote won't pair with comcast box


@Jeromeechols wrote:
What if code is showing on another stb, that I'm not try to pair it with

Move as close as you can to the STB you are programming.


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Expert

Re: XR15 Remote won't pair with comcast box


@Jeromeechols wrote:
What if code is showing on another stb, that I'm not try to pair it with

the remote sends out an rf broadcast using the zibee (low energy wifi-bluetooth type) RF. any device within range can respond with its own set of numbers. input only the number on the set top box you wish to pair. hit exit using the other set top box's remote to remove the unneeded pairing codes.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!