U

Visitor

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1 Message

Fri, Jan 14, 2022 6:10 PM

Power adapter replacement?

On Jan. 10 I received an email subject line: "You're in need of new equipment—at no extra cost."

The email warned "The 3G cellular network that powers your Xfinity Home cellular backup is being shut down by network providers in early 2022. As a result, your Xfinity Home Touchscreen will soon no longer provide alarm monitoring during WiFi or power outages." The email then advised me to order "a new 4G-compatible power adapter for your touchscreen, at no additional cost."

The link provided asked for account information. I am concerned that this is phishing attempt. I found no other advisory or mention of this issue on the Xfinity.com site. Nor does the Xfinity Assistant respond to key words like "replace power adapter." Can you verify that this email indeed came from Xfinity and that I should proceed with ordering a new power adapter?

Accepted Solution

BruceW

Gold Problem Solver

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23.7K Messages

3 m ago

BruceW

Gold Problem Solver

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23.7K Messages

4 m ago

... I found no other advisory or mention of this issue on the Xfinity.com site. ...

Does https://www.xfinity.com/support/articles/touchscreen-power-adapter-replacement help?

Official Employee

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1K Messages

4 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I would love to take a look into this and further assist you. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
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IndyWaggs

Frequent Visitor

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20 Messages

3 m ago

I received my 4G adapter for my Xfinity home touchscreen on Friday. I think there’s a major issue with this adapter. I swapped it out with the original 3G adapter connected to my touchscreen and when I plugged it in a few seconds later, my GFCI plug popped and had to be reset. Thinking it was the plug itself, I tried another one, same result. Tried another one after that and same thing. So, I put the 3G adapter back on plugged it in and no issues. I think there is a major issue with this new adapter that they need to be aware of. A dangerous one. 

Official Employee

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289 Messages

Hello. Thank you for bringing this to our attention. To ensure you have properly installed the new adapter, please follow the outlined steps provided https://comca.st/3gorEEm. Do you have the device plugged into the bottom socket of a wall outlet? 

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IndyWaggs

Frequent Visitor

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20 Messages

Yes, all the steps were followed. I also did have it plugged into a bottom socket on the wall outlet.

Official Employee

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289 Messages

Got it! Also, nothing on the outlet is hitting the Test, or Reset buttons on the outlet, by chance? I am not finding anything related to GFCI outlets for the adapters, we may have to keep an eye on this, and look into a possible replacement. 

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IndyWaggs

Frequent Visitor

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20 Messages

Brandon, I just tested it again and ensured  that it wasn’t hitting any test or reset buttons on the plug. After 20 or 30 seconds, the plug pops and needs to be reset.

Official Employee

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289 Messages

Okay, thank you for letting me know and giving it a go. I am still looking for info on the GFCI outlets, and what I have found are these notes.

 

Device should be installed in a duplex outlet so it can be secured to the outlet using the center screw.

The adapter shouldn’t be installed in a ceiling or in a wall outlet higher than 6.5 feet from the floor.

Plug the adapter into an outlet that isn’t controlled by a light switch.

Install the adapter so the end with the cord coming out of the unit is facing the floor. Having it “upside down” may weaken the transmitted cellular signal.

3 M cord length. I am wondering if the center screw not being used is causing some sort of surge or issue? Do you have an outlet you can use that is not GFCI controlled? 

 

Can you request another replacement here https://comca.st/3B2IAtz

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

3 m ago

How do I order this 

[Edited: "Personal Information"]

(edited)

Official Employee

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215 Messages

@user_f25db6 You can order the adapter by going to https://comca.st/359ztM7

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

3 m ago

Are you collecting the old adapters for recycling? Can I drop it off at an Xfinity store? Hate to send it to the landfill...

Official Employee

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629 Messages

Hey, how are you today, @user_a87b99

That's a great question!

 

 

 

 

 

We are not recycling them ourselves but we greatly recommend that these are recycled. Here is a link with more information https://comca.st/3sZFAum but the part that pertains to your question in this doc is below:

What do I do with the old adapter?
Once you've successfully installed the new adapter, the old adapter is no longer required. Please do not dispose of the old adapter in the trash. Check with your local waste carrier or your municipality to learn where it can be recycled.

 

 

 

I totally agree that proper disposal of these is preferred for our environment 😊. Thank you for this question!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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