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Muengineer
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10 Messages

Wed, Oct 20, 2021 12:32 AM

3G Cellular Backup

What happens in early 2022 when the FCC mandate for wireless carriers to stop using 3G networks for cellular service to our Xfinity Home Security Controllers.

My 2 year old controller cellular backup is 3G and if it stops working, I see no point in paying for it anymore because all someone would have to do to disable the alarm is unscrew the cable outside and make the internet go down for the alarm to be defeated.

What are your plans to keep my cellular backup active in 2022?

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Updated 

7 d ago

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XfinityBecker

Official Employee

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442 Messages

3 m ago

Hi Muengineer -

No worries - We understand how important it is to have cellular backup in the event that your broadband connection goes down.  We include this service for no additional fee and have no plans to change this. 

We started communicating to a small group of our customers this summer regarding some updated equipment (in the form of a new Touchscreen Power Adapter which features updated cellular technology and a battery backup) and our efforts will continue to ramp up in the coming months.  If you haven't heard from us yet, stay tuned!  We'll make sure to communicate well in advance of any potential loss of cellular backup service in your area.

More information is available in this FAQ: https://www.xfinity.com/support/articles/touchscreen-power-adapter-replacement

Note that some of our newer touchscreens do not need the updated adapter, as they already include the necessary technology - so not all customers will end up receiving a notice.

I hope this helps!

(edited)

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user_d7e6bb

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@XfinityBecker 

When exactly is early 2022?  I just received an email notice this afternoon, ordered the new adaptor right away, and was told that the new adaptor was backordered until at least late February.

If you knew they were going to be backordered for 2.5 months, and you were telling "some" people in the summer, why weren't you telling everyone?

What made those initial customers so special?

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1 m ago

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XfinityBecker

Official Employee

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442 Messages

Hi user_d7e6bb -

It's not uncommon for us to test products first in our labs, then in employee homes and followed by select markets to ensure all is working as expected prior to a full, nationwide launch of a product or device.  In addition, some product launches are done at the Divisional or Regional level, which means there may be different launch dates in different areas.

We'll make sure to notify all customers who need a 4G Adapter in advance of the decommissioning of 3G cellular backup in their area.  

Due to international equipment shortages, we cannot guarantee shipment of the 4G-compatiable power adapter before 3G cellular backup terminates, but we'll make every effort to fulfill orders as quickly as we can!

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 m ago

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Muengineer

Frequent Visitor

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10 Messages

3 m ago

I have a TCM300COM, do I get a new power adapter? or is mine capable of 4G even though the signal says 3G

(edited)

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XfinityBecker

Official Employee

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442 Messages

Most customers with TCA300 Touchscreens will need an upgraded power adapter at some point.  Here is the FAQ (with a link to an installation video) we created for customers with that model.  https://www.xfinity.com/support/articles/install-power-adapter

If you are in need of an updated adapter, we will make sure to let you know when it's time upgrade.

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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3 m ago

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user_67ea89

Visitor

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4 Messages

13 d ago

Not good. I pay for a service but the equipment is patchy and obsolete. Xfinity should update customers touchscreens to 4g instead of this unreliable tactic.

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user_6ff154

Visitor

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1 Message

9 d ago

I’ve ordered the adapter but it won’t be in until at least May. My email said I could also purchase a 4G touchscreen but I cannot find any route through the website or via phone or live chat that gets me to that option. What’s up???

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XfinityXavier

Official Employee

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29 Messages

Hello @user_6ff154, thank you for being a part of the Comcast family and for taking the time to reach out to us. I understand you are inquiring to purchase a Home Security Touchscreen. Do not worry, I can assure you reached the right person, I will be happy to assist you through to a resolution with your service concerns. To get started, would you be so kind as to send our team a direct message with your full name and full address? Our team can most definitely take a further look at this https://comca.st/33fLnU6 send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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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7 d ago

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user_67ea89

Visitor

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4 Messages

8 d ago

Why make people pay for the '4g' device.. it should be shipped free to customers with instructions.

Why discriminate between old loyal customers and new customers who get the correct tech by default when everyone is paying the same monthly fees?

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