Explore troubleshooting tips for your remote:
- My remote isn’t working. What should I do?
- How do I reset my remote?
- How do I pair my remote to my Xumo Stream Box?
- Why doesn’t my voice remote recognize my voice commands?
- I lost my voice remote. How do I get a new one?
My remote isn’t working. What should I do?
First, try resetting and re-pairing your remote. Go to the How do I reset my remote? section for instructions on resetting your remote, then the How do I pair my remote to my Xumo Stream Box? section for instructions on pairing your remote again. If you’re still having trouble, replace the batteries in your remote.
How do I reset my remote?
Resetting your remote can help resolve a variety of issues. Find the instructions for your remote model below:
If your remote has a button (PR1):
- Press and hold the
and
buttons on your remote until the LED at the top of the remote turns green.
- Press 9, then 8, then 1 on your remote and wait for the LED at the top of the remote to flash red to indicate your remote has reset.
If your remote does NOT have a button (PR3):
- Press and hold
the
Note: Voice control will not work until your remote is paired.
How do I pair my remote to my Xumo Stream Box?
To utilize voice controls, your remote needs to be paired to your device. When initially setting up your device, make sure you have a clear line of sight between the remote and the device and follow the instructions on-screen when they indicate to pair your remote.
To pair your remote after initial device setup:
- Press the
button on your remote and wait 10 seconds. Your screen will say “Connecting: We are currently connecting your remote,” followed by “Your remote is now connected”.
If that doesn’t work, try the following for your remote:
If your remote has a button (PR1):
- Hold the 1 and 3 buttons for 3 seconds, then wait 10 seconds. Your screen will say “Connecting: We are currently connecting your remote,” followed by “Your remote is now connected”.
If your remote does NOT have a button (PR3):
Hold the and
buttons on your remote for 3 seconds and then wait 10 seconds. Your screen will say “Connecting: We are currently connecting your remote,” followed by “Your remote is now connected”.
If pairing still fails:
- Turn off your TV and unplug it from the power source.
- Reset your remote following the instructions above.
- Plug the device back in and turn on your TV.
- Repeat the pairing remote instructions, starting with step 1.
If that doesn’t work:
- Replace the batteries in your remote.
- Repeat the pairing remote instructions, starting with step 1.
See how to pair and reset PR1 remotes:
Why doesn’t my voice remote recognize my voice commands?
Voice commands only work when your device is connected to the Internet. To check if your device is online, go to Settings > Network and make sure the device is connected. If it’s not, try reconnecting to the internet or restarting your modem or router.
If your device is connected but your remote still isn’t recognizing your voice commands, make sure you’re speaking clearly and at a natural, conversational volume. Hold the remote 1–8 inches away from your face and press and hold the button until you’re done talking. Reducing background noise can also help your device recognize your commands.
If you’re still having trouble, follow the instructions on this page to reset and re-pair your remote.
If you are still having trouble after re-pairing your remote, consider whether there are other sources of ambient noise that may be interfering with your voice commands.
I lost my voice remote. How do I get a new one?
Contact a Xumo agent via the chat button below and they will be happy to assist.
If you have a Xumo Stream Box from Xfinity, contact Xfinity support.
Want to learn more about your remote? Get to know yours here.