remote 3 digit code will not show on screen - XFinity

I'm trying to pair a remote with a cable box. I connected the box to the cable in the wall. On the TV screen, the box connected with infinity's system. The next step is to select a language. I tried to configure the remote as directed to me by the staff at the Infinity store. I held the remote pointed at the TV and held the set button until a green light appeared. I was told that a 3 digit number would appear on the screen and then I would enter the number on the remote and remote would work. After pressing the setup button and the light did turn green, but nothing happened on the screen. Not sure what to do next. Thoughts?

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