I am rarely able to use the iPhone app (version 5.05) to arm / disarm my Xfinity Home Security system when my iPhone5 (ios 6.1.3) is using a WiFi connection. The processing icon just spins and spins.
When I turn off WiFi and use my ATT phone connection, I rarely encounter any problems.
I've uninstalled and re-installed the iPhone app numerous times. I've turned the iPhone off and back on in hopes of resetting the application, but the does not help most of the time.
Over the two week period I have had the system installed, I can count on two hands the number of times the iPhone app has successfully armed or disarmed the system over a WiFi connection.
Also, there have been times that I have received a pop up message indicating the I am not allowed to arm or disarm the system because the Touchpad is not connected - and I know that is not true. I have only disconnected the Touchpad one time when I moved it to another room. When I receive this message, I don't even get prompted to enter my four digit code.
This issue has been resolved for me with a suggestion from a Comcast /Xfinity Home Security customer service representative.
The Home Security touchpad SHOULD NOT be plugged into a surge supressor / power strip. Originally, I had my touch pad plugged into an outlet on a APC surge supressor / power backup that was plugged into a wall outlet. Xfinity / Comcast Home Security support personnel could see that my home security network connection kept dropping. As soon as I moved the touch pad to another location in my house where I had an open wall outlet, my Xfinity Home iPhone app problems have disappeared. Arming and disarming via the iPhone app works every time.
I hope that this helps others resolve their issues with the Xfinity Home iPhone app.
App keeps logging me out. Will not log me in most of the time. Once I am logged in, I cannot arm my sytem. Error 20001 pops up or app just freezes. These issues have persisted since upgrade in July, but they have gotten worse and worse. Running ios 9.02.
Hi Volfran -
We're currently experiencing an issue that is affecting the Xfinity Home Mobile App & Subscriber Portal. Our engineers are actively working on restoring full App & Portal functionality. I am adding your name and account to a ticket to confirm your issue is resolved once we've issued a fix. I will provide updates as they are available. I apologize for the inconvenience and thank you for your patience.
Hi Todd1102 -
Understood. I'll make a note of your account. When this issue is resolved, App & Portal functionality will be restored & nothing will be needed to be done on your end. The best place to look for updates on this issue would be the pinned message at the top of this forum.
Hi chemeney -
Thanks for reaching out! Nothing really needs to be done on your end. We are already aware of the issue and when a fix goes out, nothing will need to be done on your end. I will take your name down - but, that said, the fix will resolve the issue for all customers regardless if they post, call in or do nothing. I will provide updates to the pinned message at the top of this thread as they become available. Again, I apologize for the inconvenience and thank you for your patience.
Hi JRE1 -
I apologize for the frustration this must be causing. Our engineers have been and continue to actively work on this issue. When resolved, App & Portal functionality will be restored & nothing will be needed to be done on your end. I will provide updates to the pinned message at the top of this thread as they become available. I apologize for the inconvenience and thank you for your patience.
Hi Home15 --
The issue referred to in the earlier posts on this page has been resolved. I have opened up a new ticket on your behalf to look into the issue you are experiencing. A tech should reach out to you shortly to troubleshoot.
My app is not working. It gives me a prompt to restart touch screen through the app. The restart times out and my app is still not working.
Hi kmmp36 --
Can you tell me if you are still experiencing this issue? If so, can you explain what you are experiencing in a bit more detail? At which point does it fail to arm from the app?
I was able to get the app working, as it did before, yesterday after removing the app and reloading it. (I tried this a few times a few days ago without success, fyi). In the meantime, I asked for a tech to come out out to make sure that our system is working properly. He rearranged the zones on the touchpad but other than that, he said that the system is fine. This morning I noticed that the sensor on/off triggers are no longer visible on my iphone so I'm back to where I can't set the alarm while turning off some sensors.. All that is there when I scroll down on the Overview page is "hazard detectors".
Hi ccroft1973 --
I pulled up your account and see some errors from the 20th, but am seeing successful app activity since. Are you still experiencing an issue with the app? If so, can you give me a little more detail?