Notes

X1 Activation Process Overview - HOW7622
Summary
This article presents an outline of important steps of the activation process for X1.
Quick Links
Overview
X1 Activation Start-Up Screens
Mandatory Firmware Download Screens
Choose Language Preference
Choose to Hear Voice Guided Instructions
Activation Process
Additional Configuration
Remote Control Setup and Pairing
X1 Device Single Authentication
Other Scenarios Using the Boot Up and Welcome Screens
Additional Information
Internal Notes
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*Overview
View important steps of the activation process for Xfinity X1 if you received your equipment in a Getting Started kit.

*X1 Activation Start-Up Screens
While the Welcome screens are displayed, the TV Box is connecting to cloud services that include the activation applications.
First Welcome screen indicating that the TV Box is powering up.

Second Welcome screen, the TV Box is connecting


*Mandatory Firmware Download Screens
X1 TV Boxes with older firmware versions may show the following message: "We’re updating your TV Box to the best experience possible," along with a progress bar.
X1 mandatory update screen with messaging and progress bar

When you see this screen, please allow time for the TV Box to update. It'll restart automatically when the download completes. Then, you'll be taken to the Activation Process.

If the TV Box is unable to complete the download, you'll see the following message: "Give us a call. Looks like we've run into a problem - sorry about that." If this happens, please contact us.
Error message screen requesting customer call.


Choose Language Preference
After the TV Box has started up and any required firmware has been downloaded and installed, you can select your preferred language (English, Spanish or French). After selecting your language, the remaining activation screens will be shown in that language. Your On-Screen Guide and menus will also appear in the language.


Notes:

If you selected the wrong language, you can exit the activation process by pressing and holding the power button (on the front of the TV Box) for 10 seconds to restart.
If you happen to get stuck on the language selection, a pop-up message will direct you to xfinity.com/unpair for instructions on resetting your remote.
Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away during the activation set-up flow.
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Choose to Hear Voice Guided Instructions
You’ll be asked if you’d like to continue using Voice Guidance. If you choose Yes, all the following activation instructions will be spoken to you. If you choose No, you’ll go through the visuals shown below.

Image of TV screen asking,


Activation Process
Enter the last four digits of any phone number listed on your Xfinity account. Use the number keys or directional pad on your remote to enter numbers.
Screen requesting to verify the last four digits of your phone number

If you’re having trouble using the last four digits of a phone number, you can select the Verify another way button to verify via text message or by entering your account information and phone number.

Use the number keys or directional pad on your remote to enter numbers. Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away.
Verify your account by getting a text with a code or entering your account information

Verify via text message and verification code.
Enter your mobile number screen for text message

Enter your code screen for text message option

Verify with account information and phone number.
Enter your account information and phone number screen
You’ll automatically be taken to the next step of the set-up process once your account information has been verified. Please note that if you’ve already activated one X1 box in your home, you may not need to verify your information again. See the X1 Device Single Authentication section below.

Note: If we're unable to validate your device and account information, a message will appear and you'll need to contact us to complete the activation process.
For some TV Box types, X1 service will activate quickly; however, other TV Box types may take up to 10 minutes. You'll see similar messages to the one below providing helpful tips while using X1.
“Downloading your Main Menu. Once activation is complete, press the Xfinity button on your remote to find your Guide, DVR, On Demand and more.”
Downloading your main menu screen

Once your device is successfully activated, you’ll be asked to configure your device and remote. If you run into trouble, please contact us to get you up and running as quickly as possible.
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Additional Configuration
On the Name Your Device screen, use the up and down arrow buttons on your remote to choose a preset device name or create a customer name. Select the desired option, then press OK.
Device name screen in X1



Confirmation screen that the device was successfully named
Video and Audio Optimization - After your device has been named, we'll optimize your video and audio experience.
Optimizing for surround sound

Optimizing for HD video
After your TV Box has been configured, you'll see the Xfinity logo.
Xfinity logo
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Remote Control Setup and Pairing
The next step to set up your X1 TV Box is to pair your Xfinity Voice Remote with your TV Box. To do this, please see our remote pairing instructions.
Once activation is complete, the TV will go directly to live TV programming.

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X1 Device Single Authentication
If you're installing a new X1 device and already installed at least one other X1 device in your home, you won't need to authenticate yourself again during the activation process. Please note that this does not apply to RNG150s. If you're installing one of these devices, you'll need to authenticate yourself per the process outlined above.


Other Scenarios Using the Boot Up and Welcome Screens
In certain scenarios (e.g., after a power outage), you may see the Boot Up, Welcome and Connecting to Live TV screens again.
A One moment please notification appears when live TV is playing and you try to use your remote, but the On-Screen Guide hasn't fully loaded yet.
Live TV example with
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Additional Information
Visit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.

The easiest way to manage and troubleshoot your Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.

Have a quick question? Ask Xfinity Assistant.

Need additional support from us? Chat with an agent.


Internal Notes
Firmware Download FAQs

How long will the download take?
The download time varies depending on the type of TV Box. Some downloads will be completed in as little as two minutes, but others may take much longer. The size of the code being downloaded changes with each new release and that will affect the download time as well.

What if my TV Box has an old version of firmware, but I didn't see the mandatory download screen?
Not all older versions of firmware will require a mandatory update. Some versions will activate on their current version and will download new firmware overnight. If there is a specific feature that is included in a newer version of firmware, you can:

Check the version in the settings menu by selecting About.
If the version is not the desired one, try powercycling after the activation has successfully completed and the TV Box is displaying video again.
Use your local escalation process to have the new firmware be pushed to the TV Box.

What if I connect the TV Box to cable and power but do not connect it to the TV, will the download still happen?
Yes. If you routinely connect the TV Box to cable and power and allow time for this sequence to happen, you may never see the new screen.

Note: The Xi3 should not be connected and powered up until the hub (XG1) is confirmed to be operational.

What should I do if a customer is seeing RDK-03010?
Please follow the Interactive Troubleshooting Guide (ITG) for this error code.
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How To Pair and Program Your Xfinity Voice Remote - HOW11371
Summary
Learn how to pair and program your Xfinity Voice Remote.

Quick Links
-Overview
-Pair Your Voice Remote With Your Xfinity TV Box
-Program Your Voice Remote To Control Your TV or Audio Device
-Program Your Remote Using Our Online Code Lookup Tool
-Program Your Remote Using the Xfinity My Account App
-More Help
-Additional Information
-Internal Notes
-Collapse All Sections

`Overview
You can program your Xfinity Voice Remote to work with your TV and audio/video (AV) receiver, like a sound bar and other pieces of audio equipment.

If you have Xfinity X1 or Xfinity Flex, follow these steps to pair the remote with your TV Box – you can even control it when it's out of sight.

*If you're an Xfinity TV customer without X1 or Flex, see these instructions to program your remote from your non-X1 TV Box instead.
*If you’re using assistive technologies, go to remote.xfinity.com or learn more at Xfinity Web Remote for X1 and Flex.
*If you have X1, you can also use your mobile browser to control your TV.



`Pair Your Voice Remote With Your Xfinity TV Box
Aim the Voice Remote at your X1 TV Box or Flex streaming TV Box, press the Microphone (Voice) button and say, "Program remote." Follow the on-screen instructions. As you proceed through the instructions, you may see a picture of your remote.

Do you want to use your remote to control your TV power and volume? message.

If that doesn’t work or if you don’t have a Voice Remote, you can also:

`Aim your remote at the TV Box (must have a clear line of sight).
Press the A button on your remote.
Choose Remote Setup on your TV.
You’ll be asked, “Do you want to use your remote to control your TV power and volume?" Select Yes.
You’ll receive a notification that your remote is now paired for voice control. You’ll then be asked, “Would you like to control your TV using your remote?" Select Yes.
Type in the brand of your TV using the on-screen letters and numbers, if applicable. Then, select OK.
You should see a notification that your remote is now Ready to pair. Select OK.
Confirm your pairing was successful by attempting to adjust the volume on your TV.
If you can adjust the volume with your remote, select It Works!
If you can't adjust the volume with your remote, select It Doesn’t Work and repeat the process again.

Once your Voice Remote is paired, follow the on-screen instructions to set up power, volume and input control for your TV and audio equipment.

Program Your Voice Remote To Control Your TV or Audio Device
Press and hold the Microphone (Voice) button and say, "Program remote."
You can also get there by going to the Settings page, selecting Remote Settings and then Voice remote pairing.
Or you can use our online Remote Code Lookup tool or the Xfinity My Account app.

Program Your Remote Using Our Online Code Lookup Tool
Go to the Remote Code Lookup tool and pick the Voice Remote you have.
Click Continue.
Follow the steps in the tool to program your remote.
If you can't find the code in the lookup tool, check to see if your remote has a Setup button. Then, follow the steps below.

If your remote has a Setup button:

Turn on your TV.
Press and hold Setup until the light at the top of the remote changes from red to green.
Enter 9-9-1. The light should flash green twice.
Keep pressing CH ^ until the TV turns off.
Once the TV turns off, press Setup to lock in the code.
Press the TV power button on the remote. If the TV turns on, you're all set!

If your remote doesn't have a Setup button but has number buttons (XR15 Voice Remote for X1 or Flex):

Turn on your TV.
Press and hold the xfinity and Mute buttons together for five seconds until the light at the top changes from red to green.
Type the first five-digit code for the TV manufacturer.
If the remote light blinks green twice, the code is correct.
If the remote light blinks red then green, the code is incorrect.
Aim the remote at the TV, and press the Power button.
If the TV turns off, turn the TV back on and make sure the Volume and Mute buttons work.
If the TV doesn't turn off, try the next code.

If your remote doesn't have a Setup button and doesn't have number buttons (XR16 Voice Remote for Flex):

Make sure your TV and TV Box are on.
Activate the remote by removing the pull tab on the back.
Aim the remote at the TV Box and press the Microphone (Voice) button.
Follow the on-screen instructions that come up on your TV to finish setup.
If you’re already paired for voice, but need to program the remote to control your TV, just press and hold the Microphone (Voice) button and say, "Program remote." You can also go to the remote programming instructions via the Remote Settings menu.

If you’re still having issues (XR16 Voice Remote for Flex without number buttons), perform a factory reset:

Simultaneously press and hold the Info (i) button and the Home button (house icon) until the status light on the remote blinks. This takes about 5 seconds.
Press Power, then Last (<- arrow), then Volume Down (-) on your remote in sequence to complete a factory reset. Once this is complete, you can retry pairing your XR16 Flex remote.

'Program Your Remote Using the Xfinity My Account App
Open the Xfinity My Account app on your Apple or Android mobile device, and then:
1.Tap the TV icon, pick your TV Box, and then pick Setup a remote.
2.Swipe to find the remote control model you need to program, and tap Continue.
3.Pick TV or Audio/Other, and follow the programming instructions.

Need more help with your Voice Remote? Set up, pair or troubleshoot your remote issues here. You can also see our FAQs and learn more about all our Xfinity remotes.

Need a new remote? Swing by any Xfinity Store or have one mailed through the Xfinity Assistant.


'Additional Information
Visit our Online Support Center to find common solutions and self-help options, troubleshoot or manage your account and more.
The easiest way to manage and troubleshoot your Xfinity experience is with the Xfinity app! Download it for free from Google Play or the App Store, or text "APP" to 266278.



'Internal Notes
If the customer receives an error when setting up their Voice Remote, they can skip this step by pressing the Back arrow button on the remote and selecting Skip when prompted. They can finish setting up the Voice Remote after activation is complete.

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XR15 - Voice remote Programming Your Remote
Need to pair your remote? Point the remote at your TV Box and press the voice button to get started. Refer to the instructions below if you don't see anything on-screen.

Pair the XR15 Remote to Control an Xfinity X1 TV Box:
Make sure the remote batteries (AA) are installed and your TV and Xfinity X1 TV Box are powered on. Also, set the TV input to correspond with your Xfinity X1 TV Box.

Press and hold the Xfinity and Info(i) buttons together for five seconds. Wait for the remote light to change from red to green.
Follow the instructions by entering the three-digit, on-screen pairing code.
Once your remote is paired, follow the on-screen instructions to set up power, volume and input control for your TV.
Pair the XR15 Remote to Control a TV:
This will allow you to control your television's power, volume and input from the XR15 remote.

While the TV is on, press and hold the Xfinity and Mute buttons together for five seconds until the remote light at the top changes from red to green.
Enter the first five-digit code listed for the TV manufacturer.

Most likely code: 12051

Others to try: 10766, 10814, 10060, 10178, 11959, 10702, 10650, 13118, 11755

Valid code = remote light blinks green twice

Invalid code = remote light blinks red, then green

Aim the remote at the TV, and press the Power button. If the TV turns off, turn the TV back on and verify that the Volume and Mute buttons work.
If the TV does not turn off, repeat the process with the next TV manufacturer device code.

If you are still having issues, perform a factory reset:
Simultaneously press and hold the A button [triangle] and the D button [diamond] until the status light on the remote changes from red to green. This takes about 5 seconds.
Press 9-8-1 on your remote to complete the factory reset. Once this is complete you can retry pairing your XR15 remote.
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Xfinity My Account App Overview - PRD1274
Summary
Use this article to learn more about the Xfinity My Account app.
Quick Links
Overview
Account Management
Appointment Information
Help and Troubleshooting
Activity History
Availability Details
Equipment Requirements
Apple
Android
Eligibility
Talking Points
Internal Notes
Overview
The Xfinity My Account app allows customers to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices.

Note: Only Android 4.1 (and later) users can download and install version 1.15 of the Xfinity My Account app. Android 4.0 (and earlier) users can still download and install version 1.14 of the app.

Account Management
One-time bill pay by:
Credit/debit card, including entering card information using a smartphone camera.
Check.
Stored payment method on file.
Enroll in Paperless Billing.
Manage stored payment methods on file.
Give saved credit cards nicknames.
Pay delinquent account balance to immediately restore service.
View account information:
Name on account.
Account number.
Preferred email and phone number on file.
Billing and service address.
Security PIN.
Xfinity Voice number(s) in Account Details.
View Internet Usage Meter.
View outage information.
View service status messaging that displays issues with Home Integrity Check.
View Comcast Service Center locations and details in your area.
Change Xfinity password.
Add an alternate email address or modify the preferred email address.
Add or edit the secondary contact phone number.
Check and track the status of orders placed with Xfinity (Overview > My Orders)
View or change your in-home WiFi network name (SSID) or WiFi password for Comcast-owned Xfinity wireless gateways (currently unavailable for customer-owned Wireless Gateways).
Note: The ability to change the WiFi network name (SSID) and WiFi password functionality only applies to the following Comcast-owned Wireless Gateways.
Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C models under Internet tab > Change WiFi name & password > Change WiFi Name & Password.
All models under Internet tab > Advanced Settings > Admin Tool.
Restart your Xfinity Home touchscreen.
View current Xfinity TV channel lineup and search for specific channels.
Access the Admin Tool in order to customize wireless gateway settings, including:
Your network settings.
Your WiFi network name (SSID).
Your WiFi network key (password).
Parental Controls.
Your public Xfinity WiFi hotspot setting (turn on or off).
Appointment Information
Manage technician appointments, including rescheduling.
Technician's estimated 30-minute arrival window displayed for appointment.
Note: Not applicable in the Central Division; arrival window only displays once the technician is en route.
Tech Tracker, currently available in the Oregon/SW Washington area and coming soon to additional regions:
Includes name and picture of technician.
Fifteen minutes prior to appointment, map will display with technician's route.
For more information, learn how to get additional TechETA details for Central and West Divisions.
Help and Troubleshooting
FAQs (searchable).
Self-help videos.
TV Interactive Troubleshooting Guides (ITGs).
Contact options upon failed troubleshooting:
Request a callback (estimated wait time is displayed).
Twitter contact (tweet messages to @XfinitySupport).
Request a callback for billing issues.
Restart wireless gateway and view signal strength.
Support for Xfinity Home devices.
Program your remote (includes XR2, XR5 and XR11 remotes).
View your channel lineup, including the number of channels in current package.
View important alerts about your service, including upcoming maintenance (within three days).
Set up new TV Box and wireless gateways.
Note: Available for wireless gateway models Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C.
Provide common tips for troubleshooting Xfinity Flex.
Activity History
Speed tests run.
Appointments made.
Calls made (including reason called, duration, ability to rate the call and other details).
Getting Started kits shipped.
Over time, additional events will be added to the Activity History screen, including billing information, Xfinity On Demand (XOD) rentals and X1 Refresh functionality.

Availability Details
National

Equipment Requirements
Apple
Apple smartphones with iOS 7 or above. While the app can run on iPads in compatibility mode (the app will remain the size it appears on the iPhone), there is no iPad-specific version of the Xfinity My Account app at this time.

Android
Android devices running Ice Cream Sandwich 4.0.3 or higher with a pixel density of HDPI (high) and XHDPI (extra high). On devices with larger screens, MPDI (medium) pixel density is also supported.

Eligibility
All customers with an Xfinity ID.

Talking Points
Will we support single sign-on to other Xfinity apps?
Single sign-on will be provided between the Xfinity My Account app, the Xfinity Stream app and the Xfinity TV Remote app.

What checks do the Interactive Troubleshooting Guides (ITGs) perform?
The ITGs check entitlements, provisioning data, account data, outages and various signal and network checks. The WiFi, home networking and Xfinity On Demand ITGs perform additional relevant checks.

Where does the outage information come from?
The outage information comes from a service that queries open outage trouble tickets. The my.xfinity.com site also uses this service.

Will this be implemented as a native app?
Core app features will be implemented as a native app (iOS). The Xfinity My Account app is intended to extend additional self-care options to our customers.

Internal Notes
Technician appointments such as Trouble Calls, Installs, Change of Service and certain Special Request Orders (SROs) where the technician needs to access to the home will be visible to customers within the My Account app.