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user_3va0b2
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Visitor

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3 Messages

Thursday, July 16th, 2026 3:36 PM

new remote

im not happy with the 'help' im getting from xfinity.

i need a new remote.

my remote is old, several buttons dont work.

i did the online tests, it told me i need a new remote.

the store told me i have to make contact online for a new one.

the site told me to go to my local xfinity store.

i am quite ready to cancel all services after this frustrating series of events.

please help me get a new remote.

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Updated 

11 days ago

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XfinityJanelle

Official Employee

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2.3K Messages

11 days ago

Hey @user_3va0b2 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding a remote. I would be more than happy to offer my assistance looking into this further for you. I appreciate you letting us know all the steps you have taken to get a remote. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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user_3va0b2

Visitor

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3 Messages

theres no need for you to 'thank' me for doing what i had no choice in doing. 

i have already taken the course of action you ( dear robot ) have suggested.

it ended up telling me to go to a store location, which is where i started and was turned TO 

the online procedure.

all i wanted was a new remote because this one , due to age, is failing on several buttons.

im only writing to perhaps expose this to other customers that may be having similar problems,

to let them know they are not alone.

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11 days ago

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XfinityKam

Official Employee

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349 Messages

@user_3va0b2 What you mentioned is not the typical experience and not what we want anyone to deal with, were you able to get a replacement remote? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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11 days ago

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user_3va0b2

Visitor

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3 Messages

i will visit the local store again soon.

in the meantime ill live with the inconvenience,

and perhaps find better things to do with life 

that stare at the tube

thanks, M

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11 days ago

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XfinityQuemekia

Official Employee

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1.3K Messages

We're more than happy to have a remote shipped out for you @user_3va0b2 if that would be easier. If you'd like to proceed with that option, please send us a direct message following the instructions provided by @XfinityJanelle.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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11 days ago

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