Order a replacement through Xfinity's website or call their support line
The fastest way to get a new Xfinity remote is to order one directly from Comcast. Go to xfinity.com, sign into your account, and look for the "Equipment" or "Manage Equipment" section. You can order a replacement remote there and choose whether to have it shipped to your address or pick it up at a local Xfinity store. Shipping usually takes five to seven business days.
If you prefer to talk to someone, call Xfinity customer service at 1-800-934-6489. Tell them your remote is not working and ask for a replacement. They can ship one at no charge if your remote is still under warranty — typically one year from the date you received your equipment. If your remote is older, Xfinity may charge a replacement fee, usually between $5 and $15 depending on the model.
When you order, have your account number ready. You can find it on your Xfinity bill or in the Xfinity app. Providing this speeds up the process and ensures the remote ships to the correct address.
Key Takeaways
- Order a replacement remote through xfinity.com under Equipment settings, or call 1-800-934-6489 to have one shipped to you.
- Xfinity ships replacement remotes at no charge if your remote is still under the one-year warranty period.
- Remotes older than one year may have a replacement fee of $5 to $15, depending on the model.
- Shipping takes five to seven business days, but you can pick up a replacement same-day at some Xfinity retail locations.
- Have your account number from your bill or the Xfinity app ready when you order.
What to do while you wait for your replacement
Your Xfinity remote may still work even if some buttons are stuck or unresponsive. Try cleaning the remote first: use a soft, dry cloth to wipe the buttons and the infrared sensor on the front. If buttons are sticky, dampen the cloth slightly with water and gently clean around the edges of each button. Let it dry completely before using it again.
If cleaning does not help, you can control your Xfinity box using the Xfinity app on your phone or tablet while you wait for the replacement. read the app from the Apple App Store or Google Play, sign in with your Xfinity account, and look for the "Remote" tab. The app works the same way as the physical remote — you can change channels, adjust volume, and navigate menus.
Choosing between standard and voice-activated remotes
Xfinity offers two main types of remotes: the standard remote and the voice-activated remote (sometimes called the XR15 or XR16). The standard remote requires you to press buttons to change channels and navigate. The voice-activated remote lets you speak commands like "show me action movies" or "go to ESPN" instead of typing or clicking through menus.
If you want to upgrade to a voice remote when ordering your replacement, ask the Xfinity representative or look for the upgrade option on the website. Voice remotes usually cost $10 to $20 more than a standard replacement, but they work with the same Xfinity boxes and do not require any additional setup beyond pairing the remote to your box.
Both types of remotes control the same functions. The choice comes down to whether you prefer speaking commands or using buttons. If you have an older Xfinity box, check that it supports voice remote functionality before upgrading — very old models may not be compatible.
Pairing your new remote to your Xfinity box
When your new remote arrives, you need to pair it to your Xfinity box so it recognizes the remote's signals. Most Xfinity remotes pair automatically when you first use them, but if it does not work, follow these steps.
First, make sure your Xfinity box is powered on. Then hold down the "Setup" button on the remote for three seconds until the light on the front of the remote changes from red to green. Point the remote at the Xfinity box and press the "OK" button. The box should respond by displaying a pairing message on your TV screen. If pairing succeeds, the light on the remote will turn off, and you can use the remote normally.
If the light stays red or the pairing does not complete, try moving closer to the box and repeat the process. Make sure nothing is blocking the infrared sensor on the front of the remote or the receiver on the Xfinity box. If you still have trouble, call Xfinity support — they can walk you through pairing over the phone or send a technician if the box itself is not responding.
Returning your old remote
Xfinity does not always require you to return your old remote, but some areas and account types do. When you order your replacement, the representative or the website will tell you whether a return is needed. If it is, Xfinity usually includes a prepaid shipping label in the box with your new remote.
If you do need to return the old remote, put it in a padded envelope or small box, attach the shipping label, and drop it off at any USPS, UPS, or FedEx location. Keep the tracking number in case you need to confirm the return. Returning the remote on time can prevent Xfinity from charging you a non-return fee, which is typically $25 to $50.
Troubleshooting a remote that is not working before you order
Before you order a replacement, try a few quick fixes. The most common reason a remote stops working is dead batteries. Replace the two AA batteries in the back of the remote with fresh ones and test it again. If that does not work, try removing the batteries, waiting 30 seconds, and reinserting them — this resets the remote's connection to the box.
Check whether the infrared sensor on the front of the remote is clean and unobstructed. Dust or debris can block the signal. Also make sure you are pointing the remote directly at the Xfinity box, not at the TV. The box has a receiver on the front that needs to see the remote's signal.
If the remote still does not work after trying these steps, it is likely a hardware failure and you will need a replacement. Call Xfinity or order through the website as described above.
Frequently Asked Questions
How much does a replacement Xfinity remote cost?
Replacement remotes are free if your remote is still under the one-year warranty. After one year, Xfinity typically charges $5 to $15 for a standard remote replacement. Voice-activated remotes cost more — usually $10 to $20 extra if you are upgrading from a standard remote. Fees vary by location and account type, so ask when you order.
Can I use my old remote with a new Xfinity box?
Yes, most Xfinity remotes work with any Xfinity box as long as they are the same generation. Older remotes may not be compatible with newer boxes, especially if you are upgrading to a newer model. When you get new equipment, Xfinity will tell you whether your existing remote will work or if you need a new one.
What if I lose my remote entirely?
Order a replacement the same way you would for a broken remote — through xfinity.com or by calling 1-800-934-6489. You will need to pay the replacement fee if your remote is out of warranty. In the meantime, use the Xfinity app on your phone to control your box.
Do I need to do anything special to set up a voice remote?
Voice remotes pair to your Xfinity box the same way standard remotes do — hold Setup for three seconds until the light turns green, then press OK. No additional setup is needed. The remote is ready to use once pairing is complete.
How long does shipping take for a replacement remote?
Standard shipping takes five to seven business days. Some Xfinity retail locations offer same-day pickup if you choose that option when ordering online. Call ahead to confirm the location has the remote model you need in stock before you go.