Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,682,217

members

50

online now

1,850,887

discussions

Back to Top

Home Security & Control

Sort by:
 Learn how to replace the batteries in your XFINITY Home devices. When some devices' batteries begin to expire, a low-battery alert displays in your XFINITY Home Subscriber Portal, on the XFINITY Home app for mobile devices and if you have XFINITY Home - Secure, on your Touchscreen Controller. Replace the battery within two weeks of receiving the alert. If you receive a low battery alert within 30 days of device installation, please   Contact Us. What You'll Need XFINITY Home Access to your XFINITY Home devices Access to the XFINITY Home app for mobile devices, Subscriber Portal or Touchscreen Controller Small flathead screwdriver Small Phillips-head screwdriver Replacement batteries (see devices below for battery types and number of batteries required) Two-sided tape (for certain Wireless Keypads and Sensors) Difficulty Medium       Which Devices' Batteries Need to Be Replaced? Door/Window Sensor Motion Sensor Thermostat Keychain Remote Wireless Keypad Glass Break Sensor Water Detector Smoke Detector Door Lock Help Protect Our Environment:   Please properly recycle your discarded batteries and don't put them in the trash. For your convenience, batteries are accepted for recycling at various locations. Please check   www.call2recycle.org   or call 1-800-8-Battery (1-800-8-228-8379) to find a recycling location near you. Door/Window Sensor Take a look at your Door/Window Sensor and the photos below to find out which set of instructions apply to your Sensor model. In all Sensor models, the sensor is the large piece of the device that's usually attached to your window or door frame. The sensor magnet is the small piece of the device that is usually attached to the door or window itself. Did You Know?   When you open a Door/Window Sensor to replace the battery, your XFINITY Home system will alert you that the Sensor is being tampered with. Don't worry, the tamper alert will clear when you reassemble the Sensor to the base or replace the battery cover. XHS2-SE, XHS2-TY or XHS2-UE Door/Window Sensor Battery Type: 1 CR2450, 3V Learn how to   replace batteries in the XHS2-SE,   XHS2-TY   or   XHS2-UE.   XFINITY Home Battery Replacement: XHS2 Door and Window Sensors     Sercomm SZ-DWS04 Door/Window Sensor Learn how to   replace batteries   in your Sercomm SZ-DWS04 Door/Window Sensor.   XFINITY Home Battery Replacement: Sercomm SZ-DWS04 Sensor     Visonic MCT-340 SMA Door/Window Sensor Learn how to   replace batteries   in your Visonic MCT-340 Door/Window Sensor.   XFINITY Home Battery Replacement: Visonic MCT-340 Sensor   Visonic MCT-320 SMA Door/Window Sensor Learn how to   replace batteries   in your Visonic MCT-320 Door/Window Sensor.   SMC, SMCDW01-Z or SMCDW02-Z Door/Window Sensors Learn how to replace batteries in your   SMCDW01-Z   or   SMCDW02-Z   Door/Window Sensor.   Motion Sensor Take a look at your Motion Sensor and the photos below to find out which set of instructions apply to your Sensor model. Did You Know?   When you open a Motion Sensor to replace the battery, your XFINITY Home system will alert you that the Sensor is being tampered with. Don't worry, the tamper alert will clear when you reassemble the Sensor to the base or replace the battery cover. XHS1-TY Motion Sensor Learn how to   replace your batteries   in your Tyco XHS1-TY Motion Sensor.   XFINITY Home Battery Replacement: Tyco XHS1-TY motion sensor   Visonic NEXT K85 Motion Sensor Learn how to   replace batteries   in your Visonic NEXT K85 Motion Sensor.   SMC Motion Sensors Learn how to replace batteries in your SMC   SMCMT01-Z   or   SMCMT03-Z   Motion Sensor.   Visonic Targeted Motion Sensor Learn how to   replace your batteries   in your Visonic CLIP Motion Sensor.   Thermostat Take a look at your Thermostat and the photos below to find out which set of instructions apply to your Thermostat model. CentraLite Thermostat Learn how to   replace batteries   in your CentraLite Thermostat.   Homeworks Thermostat Learn how to   replace batteries   in your RTCOA CTS30S Thermostat.   Zen Thermostat Learn how to   replace batteries   in your Zen Thermostat.   XFINITY Home Battery Replacement: Zen Thermostat     Keychain Remote SMC Keychain Remote Learn how to   replace batteries   in your SMC Keychain Remote.   Wireless Keypad Take a look at your Wireless Keypad and the photos below to find out which set of instructions apply to your Keypad model. SMC SMCWK01-Z Wireless Keypad Watch   SMC's battery replacement video. Learn how to   replace batteries   in your SMC Keypad.   CentraLite Wireless Keypad Learn how to   replace batteries   in your CentraLite Keypad. XFINITY Home Battery Replacement: Centralite 3400 Keypad     TCH XHK1-TC or UEI XHK1-UE Wireless Keypad Learn how to replace batteries in your   TCH XHK1-TC or UEI XHK1-UE   Keypad. XFINITY Home Battery Replacement: XHK1 Keypads   Glass Break Sensor Did You Know?   When you open a Glass Break Sensor to replace the battery, your XFINITY Home system will alert you that the Sensor is being tampered with. Don't worry, the tamper alert will clear when you reassemble the Sensor to the base or replace the battery cover. SMC SMCGB01-Z or SMC SMCGB02-Z Glass Break Sensor Learn how to   replace batteries   in your SMC Glass Break Sensor.   Water Detector Did You Know?   When you open a Water Detector to replace the battery, your XFINITY Home system will alert you that the Sensor is being tampered with. Don't worry, the tamper alert will clear when you reassemble the Sensor to the base. Visonic MCT-550 SMA Water Detector Learn how to   replace batteries   in your Visonic Water Detector.   Smoke Detector Take a look at your Smoke Detector and the photos below to find out which set of instructions apply to your model. Did You Know?   When you open a Smoke Detector to replace the battery, your XFINITY Home system will alert you that the Sensor is being tampered with. Don't worry, the tamper alert will clear when you reattach the Sensor to the base. Visonic MCT-427 SMA Smoke Detector Learn how to   replace batteries   in your Visonic Smoke Detector.   SMC SMCSM01-Z or SMC SMCSM02-Z Smoke Detector Learn how to replace batteries in the   SMCSM01-Z   or   SMCSM02-Z   Smoke Detector.   Door Lock Kwikset SmartCode 914 Door Lock Learn how to   replace the batteries   in your Kwikset Door Lock.     Frequently Asked Questions   How do I know if the batteries in my devices are working? When it comes to batteries, no news is good news. When a device's battery begins to expire, a low-battery alert displays in your XFINITY Home Subscriber Portal, on the XFINITY Home app for mobile devices, and if you have XFINITY Home - Secure, on your Touchscreen Controller. I just noticed that one of my devices has a low battery. How much time do I have to replace it? Generally, you have about four to six weeks to replace a low battery, but how long the battery lasts depends on several things, including temperature, WiFi signal strength and how often a sensor is triggered. For example, the battery in a door sensor that is regularly opened and closed will drain faster than one on a window that is rarely opened. To be on the safe side, it's best to replace batteries within two weeks of the low-battery notification. What happens if the battery dies completely? A device with a dead battery can't communicate and won't respond to rules or scenes. For example, if the battery in a door sensor is dead, it won't tell the system when the door is opened. You won't be able to use your Subscriber Portal, the XFINITY Home app for mobile devices or the Touchscreen Controller to see if it's closed; and, if you have a rule that says to take five pictures when the door opens, the Camera won't know the door has opened, so it won't take any pictures. More importantly, if you have XFINITY Home - Secure, you won't be able to arm your system without bypassing the door zone. See   Arm and Disarm Your XFINITY Home - Secure System.   Where can I buy replacement batteries? Replacement batteries are available at most retail stores where batteries are normally sold. How do I install new batteries? Will I set off my alarm? It's very important to make sure your XFINITY Home system is disarmed before changing the batteries in your device. For step-by-step instructions, see   XFINITY Home: Replacing Batteries in Your Devices.
View full article
  XFINITY Home - Secure gives you peace of mind with a total home security and automation solution. Look after your home, family and valuables from anywhere using your computer, tablet or smartphone. Get 24/7 professional monitoring on a secure network, and remotely control your home from one easy-to-use website or mobile app. Visit the XFINITY Home website or call 1-888-223-5723 to learn more. Learn More About XFINITY Home - Secure What You'll Get What You'll Need During Installation Limited Warranty Support What You'll Get XFINITY Home - Secure includes the following equipment to give you instant access to the next generation of home security: Touchscreen Controller (1) Door and Window Sensors (3) Wireless Keypad (1) Motion Detector (1) XFINITY Home - Secure connects to a certified Central Monitoring Station through a broadband connection with cellular backup (at no additional cost) to ensure that when power is lost, you and your family are still safe. Customized rules let you automate your XFINITY Home - Secure system, saving you time and effort. Get real-time text and email alerts when a door or window opens and/or when someone forgets to close one. Automatically arm your system before you go to bed or when you leave for work. Want to know who's entering your house? Add a Camera to your system and use a rule to take a picture or video when a door opens. Don't come home to a dark house - add Lighting Controllers and set a rule to turn on your lights before you get home. All this and more is possible by setting rules for your system. XFINITY Home - Secure can be accessed from your smartphone, tablet or computer. Forgot to arm your system? Want to turn it off when you pull into the driveway? No problem - you can do that and much more from anywhere, using the XFINITY Home app for mobile devices or the XFINITY Home Subscriber Portal. Additional features and equipment expand your ability to automate your home. Live Video Monitoring: Monitor your home in real time from your smartphone, tablet or computer and take pictures and video clips that you can download and save. Requires purchase of an XFINITY Home Camera. 24/7 Video Recording: Monitor your home in real time from your smartphone, tablet or computer. Scan through 10 days of recorded video and quickly find video clips automatically bookmarked when your Cameras detected motion. Requires purchase of XFINITY Home Camera(s) and costs $9.95 per month per Camera. Additional Devices: Add devices to the base XFINITY Home - Secure package to unlock additional features and expand your system's capabilities. Cameras, Thermostats, Lighting and Outlet Controllers, Light Bulbs and Switches, Door Locks, Water Detectors and Keychain Remotes can all be added to your XFINITY Home - Secure system for even more protection and automation possibilities. Learn more by visiting the XFINITY Home website. Back to top What You'll Need During Installation High-speed Internet service. We recommend a minimum broadband speed of 750 Kbps upload/download. A computer with Internet access and a web browser. The username and password for your primary XFINITY account. The names and phone numbers of the individuals who should be contacted in case of an emergency. A qualified Authorized Signer must be present. This doesn't need to be the account holder. The Authorized Signer will decide the location and type of equipment installed, and may execute the contract. Back to top Limited Warranty A limited warranty is included with XFINITY Home - Secure. This limited warranty covers XFINITY-branded security, monitoring, automation or control devices and equipment that were purchased from or provided by Comcast or that were owned by you that are certified by an XFINITY Home technician and integrated into the XFINITY Home system. For full terms, conditions and restrictions, see the XFINITY Home Warranty Plan. The following are covered by this limited warranty: XFINITY Home devices purchased from Comcast or a Comcast-authorized retailer that have been integrated into your XFINITY Home system. Certain security devices that were part of a previous security system that have been certified by an XFINITY Home technician and integrated into the XFINITY Home system. The following devices are not covered by the limited warranty: Works with XFINITY Home devices Batteries Previously-owned devices that an XFINITY Home technician determines are not compatible with the XFINITY Home system.
View full article
Pair and Install a Camera Did You Know?   The XFINITY Home app for mobile devices includes an easy-to-use wizard that will walk you through   pairing and installing an xCAM Camera. What You'll Need XFINITY Home - Secure The complete kit for the Camera you want to install Access to your security router or gateway device Access to your Touchscreen Controller Your Master Keypad Code Difficulty Medium   Pairing and Installing a Camera The XFINITY Home - Secure Touchscreen Controller provides guided steps to help you pair and install a Camera. The process involves four main steps: Prepare and Test Your System Assemble and Connect Your Camera Pair Your Camera Install Your Camera Did You Know?   You can only pair one Camera at a time. You'll need to repeat this process for each Camera you want to pair. Prepare and Test Your System Make sure your router and Touchscreen Controller are both connected to your in-home network. If you've lost network connectivity, see how to   reset your Touchscreen Controller. What does your Touchscreen Controller look like? If your   Home   screen looks like the one below, tap the   More   icon (three dots at the upper right) to open the   More   menu, and then tap   Settings. Continue with step 3.   If your   Home   screen looks like the one below, tap   Settings. Continue with step 3.   Enter your Master Keypad Code. On the   Categories   screen, tap   Home Devices.   On the   Home Devices   screen, tap   Cameras.   On the   Cameras   screen, tap   Add a Camera.   If this is the first time you're adding a Camera, tap   Next   to run a network test. Tap   Skip   to continue without running the test.   When the network test is finished, tap   Next.   On the   Hardware Setup   screen,   do not   tap   Next. It's time to   assemble your Camera.   How To Pair and Install Your XFINITY Home (Secure) Indoor Camera       Assemble and Connect Your Camera Camera assembly steps are slightly different depending on the Camera model. Assemble and Connect Your xCAM Assemble and Connect Other Camera Models   Assemble and Connect Your xCAM Review the Camera kit to make sure you have all the necessary parts.   Connect the gray Y-cable (splitter cable) to the XW3 unit (WiFi/power adapter) and the yellow cable to your gateway device (port 4 only) or the WNR 1000 security router (all ports are active).   Plug the Ethernet cable attached to the Camera into the   CAMERA   port of the Y-cable. Plug the XW3 WiFi/power adapter into a power outlet that is not controlled by a light switch. Wait for the Camera to power up, which can take up to three minutes. When the light on the front of the Camera is blinking blue, your Camera is ready for pairing.   Assemble and Connect Other Camera Models Review the Camera kit to make sure you have all of the parts, including an optional antenna if your Camera comes with one.   If your Camera has a stand, attach it to the back of the Camera.   If your Camera has an antenna, attach it. If your kit has a splitter cable, attach one end of the Ethernet cable to the Camera, and attach the other end to the splitter cable labeled   Camera. If your kit does not have a splitter cable, attach one end of the Ethernet cable to the Camera.   If your kit has a splitter cable, connect the splitter cable to an available port on the back of your WNR 1000 security router (all ports are active) or gateway device (port 4). Connect the splitter cable's power adapter to the Camera's black power cable. If your kit does not have a splitter cable, connect the other end of the Ethernet cable to an available port on the back of your WNR 1000 security router or gateway device. Connect the Camera's black power cable to the power port on the back of the Camera.   Plug the Camera's power adapter into a power outlet that is not controlled by a light switch. Wait for the Camera to power up, which can take up to three minutes. When the light(s) on the front of the Camera stop blinking and remain solid, your Camera is   ready for pairing.   Pair Your Camera Once you've assembled and connected your Camera, you can return to your Touchscreen Controller, and pick up where you left off in the   Prepare and Test Your System   section. If you haven't prepared your system yet,   go back to that step, and do so now. On the   Hardware Setup   screen, tap   Next.   When the system locates the Camera, tap   Accept.   The system pairs the Camera and checks for firmware updates, which can take up to 20 minutes. Having Problems?   If your Camera won't pair with your Touchscreen Controller, see   Camera troubleshooting steps. When the system has finished pairing the Camera, tap   Next.   On the   Edit New Camera   screen, name the Camera's intended location, such as "Front Door Camera."   Tap the   Video Quality   field, and then close your desired video quality setting (High, Medium or Low). Did You Know?   Choosing a lower video quality setting will reduce the amount of bandwidth consumed when viewing live video. However, it may also impact the quality of video you see.   Tap   Next. Congratulations! You've paired your Camera. Now it's time to   install it.   Install Your Camera Once you have successfully paired your Camera, you're ready to install it. Install Your xCAM Install Other Camera Models   Install Your xCAM Disconnect your Camera from the router or gateway device. Unplug the Y-cable from the Ethernet cable, the security router or gateway device, and the power cord. The Y-cable isn't used during normal Camera operation, but keep the cable in case you ever need to reset and re-pair the Camera. Connect the Camera Ethernet cable to the LAN port of the XW3 unit (WiFi/power adapter).   Install Other Camera Models If your Camera has a splitter cable: Disconnect your Camera from the router or gateway device. Disconnect the splitter cable from the Ethernet cable, the security router or gateway device, and the black power cord. The splitter cable isn't used during normal Camera operation, but keep the cable in case you ever need to reset and re-pair the Camera.   If you're installing the Camera outdoors, remove the Ethernet cable from the Camera, slide the weather seal over the end of the cable, and reattach the cable to the Camera. Slide the weather seal down so it's tight against the Camera back.   One end of the Ethernet cable should still be connected to the Camera. Connect the other end of the Ethernet cable to the black adapter cable. Then, connect the adapter cable to the Camera power cord.   If your Camera doesn't have a splitter cable: Disconnect your Camera from the router or gateway device. If you're installing the Camera outdoors, remove the power cord from the Camera and connect it to one end of the power cable extender. Slide the weather seal over the other end of the extender and attach the extender to the Camera. Slide the weather seal down so it's tight against the Camera back. Remove the Ethernet cable from the Camera and the security router or gateway device. Take the Camera to the location where you want to install it. Plug the power cord into a power outlet that is not controlled by a light switch.   Wait for the Camera to power up, which can take up to three minutes. When the light(s) on the front of the Camera stop blinking and remain solid, return to the Touchscreen Controller. On the   Camera Wi-Fi Connection Test   screen, tap   Verify Camera.   When the system has located the Camera, tap   Next.   Verify that the image from the Camera appears on the Touchscreen Controller.   Place the Camera on a flat surface or mount it to a wall using the provided screws and anchors. If you're mounting your Camera outside,   learn about some useful tips. After placing or mounting the Camera, adjust its angle to your desired view. When you're finished, tap   Next   on the   Adjust Camera   screen. Congratulations! You have successfully paired and installed your Camera. You can now view live video from the Camera from the   Touchscreen Controller. Did You Know?   Live Video Monitoring lets you   create rules to automatically take pictures and video clips. You can access your saved pictures and videos in your   Subscriber Portal, the   XFINITY Home app for mobile devices, and the   XFINITY Home app for XFINITY X1. 24/7 Video Recording continuously records video, bookmarks video clips when your Camera detects motion, and lets you view and create custom video clips from any video recorded in the last 10 days. To learn more about Live Video Monitoring and 24/7 Video Recording, call 1-800-XFINITY.
View full article
Effective January 9th 2016, XFINITY Home will deploy a new user interface in all regions to the following devices: Existing TCA203 Touchscreen Controllers over the course of the next two months All newly-installed TCA203 and XH1-TC Touchscreen Controllers The new user interface has a number of key features, including: A single app experience (no launch required to view or interact with devices) Improved alert and trouble help messaging More intuitive arming error messaging Improved screensaver experience Integrated weather experience (instead of a separate weather app) Guided walkthrough Persistent unresolved trouble list There are a number of other changes from the old Touchscreen Controller user interface, including: Some apps have been removed, including Sports, Help, Sudoku, Weather, Clock, Word of the Day, News and Calculator. Fire Panic and Medical Panic have both been removed, but Police Panic remains. In case of fire or medical emergency, it is better to dial 911 directly, as they can Geolocate, respond real-time and assist with active events.   For additional information about this change see here: https://customer.xfinity.com/help-and-support/home-security/touchscreen-getting-started-unified/
View full article
Did you know you can now restart your XFINITY Home touchscreen right from your smartphone? It's easy do to - all you need is to make sure you have the latest version of the XFINITY My Account app, version 1.15!   This feature can be used if your touchscreen should ever become slow or unresponsive. In just a few taps, you can restart your touchscreen and get back to enjoying the safety and security XH provides.   The My Account app is available for both   iOS and   Android   today.
View full article
Your installed XFINITY Home devices come pre-installed with batteries, and over time, those batteries will begin to expire. When this happens, you will receive notifications through your Touchscreen, XFINITY Home subscriber portal, and your XFINITY Home Mobile app. It is important to replace your battery within two weeks of receiving the notification. The system will continue to function properly, but if the battery dies completely, the associated device will lose all functionality:   Any rules associated with the device will not trigger If the device is a door/window or motion sensor, it will not sound alarm if it is tripped while the system is in “Arm” state. In order to arm the system while a device is in complete failure, users must bypass the zone. Click   here   for easy-to-follow instructions that will help you replace your batteries, one step at a time.
View full article
  Customers can now download an Xfinity Home National Alarm Certificate.  To do this simply log into your Xfinity.net account & go to My Account > My Services > Xfinity Home > Xfinity Home National Alarm Certificate.   Alternatively, you can go directly to   https://customer.xfinity.com/MyServices/XHS & select Xfinity Home National Alarm Certificate.
View full article
False Alarm Prevention Tips REMEMBER: Arm   AWAY   activates the motion detector. Keep areas around motion detectors clear. Keep large pets, fans, heaters, plants, curtains and seasonal decorations away from Motion Detectors. Change batteries in Sensors and Detectors as soon as you get a low battery alert. SAVE THIS NUMBER AS “ALARM COMPANY” IN YOUR CONTACTS 1-800-633-2677 It's important to save the Central Monitoring Station's phone number to each of the phones that are listed on your account to help you quickly identify and answer any Monitoring Station calls. Please keep in mind that this number should not be dialed for support with your security system. If you need technical assistance, please call 1-800-COMCAST. Manage Call to Verify Contacts The call to verify contacts will be called in an alarm event. It is important to know that Central Station is calling (save Alarm Company as a contact). It also important for each family member all CTV contacts know the Central Station Passcode. http://customer.xfinity.com/help-and-support/home-security/manage-emergency-dispatch-contacts/ Setting your Central Station Passcode In the event of an alarm, expect a call from the Central Monitoring Station. Provide your passcode so they know it's a false alarm. Choose a passcode that's easy for you to remember, and easy for the Central Monitoring Station to understand. Also, make sure everyone in your family knows the passcode. http://customer.xfinity.com/help-and-support/home-security/secure-setting-passcode/
View full article
Top Contributors