automatically switches t netflex

[rvk100]

While I am watching a program on cable it will automatically switch to netflex without me doing anything.  My remote will not respond to any keys.   it is dificult to get back to cable.  Has anybody else had this problem?

[ComcastMartin · Accepted solution]

Hi there, @rvk100. 

We can double-check a couple of things for you in our system to make sure your boxes and remotes are working properly. Your Xfinity TV remote is not responding to any commands? Have you swapped the batteries for new ones? 

Thank you for posting to our Xfinity forums. 

[rvk100]

I have 2 remotes and they both work just find.  I only swithched to X1 service about 2 months ago.  The batteries are good.  When it switches to Netflex it goes dierectly to an itialian cooking show.  The only key on my my x1 remote that wwill work is the change input button.  I cycle through the various inputs and then it goes back to regular service.  This occurs about once a day

[rvk100]

Whe it returns to regular programming than my remote works for everything.  The only time the remote doesn't work is when it switches to netflex.  once it swithches back the remote works fine

[ComcastMorgan]

Hmm. That is very odd! What goes on with the other remote when this happens?

[rvk100]

When it switches to netflex, neither remote will respond except for the input button.  I have a Smart Sony TV with the Netflex app which I no longer use. This problem only started to happen when I switched to the X1 system.  When it first happened I just thought it was a commerical.  Then I realized they were talkng in Italian and neither of my remotes would respond.  The first time I rebooted my TV and it went bak to regula programming.  What is relly strange to me is the fact that my remotes would not work.  When I choose to go to netflex my remotes work fine.  Its only when it switched itsleft the remotes don't work

[ComcastMorgan]

Very interesting. What happens when you unpair the remote following the steps here: https://comca.st/3npQyVD? Does the issue still take place?

[Rustyben]

adding... using the TV's remote go to your netfilx app on the TV and the settings (gear) and sign out. 

[rvk100]

I signed out of the TV netflex.  Now it switches over to that netflex asking me to login.  Again the only button on my remote that responds is the TV-input button.  I cycle through all the inputs and come back to the main one and the TV channels come back.  I never had this problem until I swithced over to the X1 service.  I don't understand why my remote gets disabled except for the tv-input buttton

[ComcastChe]

Thanks for clarifying. That is really weird. We can take a deeper look into your account. I'm wondering if there's an RF/frequency, or signal issue causing this because the remote stops working. Can you send me a private message with your first and last name and the numbers associated with your street address so I can review a few things? I'd also like to see if this could be an equipment issue. 

To send me a private message, click on "ComcastChe," and then click send a message.

[Rustyben]

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@rvk100 wrote:

I signed out of the TV netflex.  Now it switches over to that netflex asking me to login.  Again the only button on my remote that responds is the TV-input button.  I cycle through all the inputs and come back to the main one and the TV channels come back.  I never had this problem until I swithced over to the X1 service.  I don't understand why my remote gets disabled except for the tv-input buttton

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somewhere there is a failure, likely a stuck button. something is 'pressing' input button.  remove the batteries from all remotes.  put the batteries in on just the TV remote and press the input select button. does the menu pop up so you can select an input? try pressing and repressing the input button. does it appear to press input itself or stick 'down'? if all appears OK, remove the batteries on that remote and set aside. follow the same procedure on your Xfinity remote. press the input button on it. does same menu pop up? button acts like it is sticking? the situation you describe is usually a button is pressed and 'held' and that is why the TV/box is not receiving other commands.  it is possible but not likely that the TV's manual buttons could be sticking. Once, had a vace with a glass flower that was intermittently touching a TV's button on the side of the TV.