New remote has no zoom key - XFinity

Had to recently upgrade with a new set top box and remote or could no longer receive HD channels. The remote xr2 remote that came with the box has no zoom key, and when I record anything, the play back always has large black borders at the top and bottom of the screen and the picture never looks right as it shows to be stretched and a lot of distortion. My old remote had the zoom and could always adjust to have a perfect picture. I went on a live chat with Comcast and the rep said I had to go through a procedure. This procedure is unreal as it is about 8 steps to go through. There must be another way even if it means getting a better remote. Suggestions, please? Thank you.