new xr2 remote - XFinity

Why does my new all black XR2 remote locks up when 1) I have it programmed to a Magnavov TV (code 10054) and 2) push a button more then three to ten times. The only way to unfreeze the remote is to remove the batteries.
The agent at the comcast office told me "Don't do that" after trying six, yes six remotes. A fine and very professional answer.
Can anyone help my, including but not limited to any comcast engineers?

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