Xfinity Remote access not seeing TV - XFinity

So I has been using the Xfinity Remote app or over 6 months to change the channels for my 87 year old mother. So it worked in my house. My mother moved to assisted living and I have an X1 TV box and internet in the room. When I log into the account at the assisted living place, set-up with a different user names, it does not show the TV. I have been on the phone for several hours talking to multiple people with no luck over the last 2 weeks.

Really frustrating. Thanks in advance for advice.


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