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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?
samsun g
Could I ask you for a cable box model too, *****?
XG 2v2 P
Have you received a remote with your cable box?
yes and it worked fine for two days
Could you tell me what happened before it stopped working?
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?
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?
OK
thank you, Take your time
TV unplugged
Thank you, *****!
Could you plug your TV back in?
TV turned back on. Remote still unresponsive.
I got you, *****.
Could you tell me what you see on your screen right now?
MSNBC
Is your XG box turned on?
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.
OK give me a minute
Sure, take your time
no change
Do you see a Source button on your remote?
there is TV input. It works
Could you press TV input once?
ok
Do you see any changes?
the tv is downstairs. My computer is upstairs. I'll go check again.
Thank you, *****
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, *****
Is it possible that the remote is broken?
Could you tell me when you bought this cable box?
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.
I will try this
yes it worked. Remote is now functional
Great, *****!
any idea what kicked it off?
Your remote was not synced with the first set up.
what do I do if it happens again?
You can try the same steps.
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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