Updated: March 06, 2023
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by Dmytro Sywyi
Tech Expert & Writer
861 resolved issues

I had a new cable box installed a few days ago and now the remote has stopped working

Hello, thank you for using Howly.
Could I ask you what TV model you have?

Customer Replay

samsun g

Could I ask you for a cable box model too, *****?

Customer Replay

XG 2v2 P


Have you received a remote with your cable box?

Customer Replay

yes and it worked fine for two days

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Could you tell me what happened before it stopped working?

Customer Replay

Yesterday the power button turned it on but only the TV input, volume and mute button were functional. Nothing else.

Thank you for the answer, *****!
Could you tell me what troubleshooting have you done so far?

Customer Replay

I tried all the remote buttons repeatedly and changed the batteries as well.

Could I ask you to unplug your TV for 5 min and then plug it in back first?

Customer Replay


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thank you, Take your time

Customer Replay

TV unplugged

Thank you, *****!
Could you plug your TV back in?

Customer Replay

TV turned back on. Remote still unresponsive.

I got you, *****.
Could you tell me what you see on your screen right now?

Customer Replay


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Is your XG box turned on?

Customer Replay

It's lit up. Is there an on and off switch?

it shows that it is turned on.
Please, Try to Remove the batteries, and then press the Power button for eight seconds to reset the remote. Then, reinsert the batteries and try to use the remote again.

Customer Replay

OK give me a minute

Sure, take your time

Customer Replay

no change

Do you see a Source button on your remote?

Customer Replay

there is TV input. It works

Could you press TV input once?

Customer Replay


Do you see any changes?

Customer Replay

the tv is downstairs. My computer is upstairs. I'll go check again.

Thank you, *****

Customer Replay

No change. I went to the universal remote setting and filled in the answers to their questions. It said the connection was complete but the xfinity remote still doesn't function.

I got you, *****

Customer Replay

Is it possible that the remote is broken?

Could you tell me when you bought this cable box?

Customer Replay

last Wednesday.

Please, press the TV input button on your main Samsung remote to move your TV to the Xfinity page.
And then Press and hold the xfinity and Info buttons for five seconds.
Wait for the Voice Remote light to change from red to green.
Follow the instructions by entering the three-digit, on-screen pairing code.
Once the on-screen pairing code is correctly entered, your Voice Remote is paired with the TV Box.

Customer Replay

I will try this
yes it worked. Remote is now functional

Great, *****!

Customer Replay

any idea what kicked it off?

Your remote was not synced with the first set up.

Customer Replay

what do I do if it happens again?

You can try the same steps.

Customer Replay

ok thanks for your help

Thank you for choosing our service!
If you have any additional questions, don't hesitate to contact us anytime. Have a nice one!

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