Assistance Needed for Security Sensor and Account Manager Issues

Today, I contacted Xfinity to troubleshoot an issue with our home security system. I was informed that one of the sensors is outdated, even though the video feed on the app works perfectly—clear visuals, no distortions. However, there is an error message stating: (Kitchen Motion) still-shutdown mode to prevent false alarms. I was told we need a new sensor, which is now on the way. Oddly, the other sensors are functioning perfectly fine.

This issue began last Thursday after a storm caused the power to go out three times within 1–2 minutes. I reset the modem afterward. Despite making four calls to resolve the matter, each attempt involved resetting the system and receiving text messages asking if the issue was resolved. It’s confusing that only one sensor appears damaged while the visuals remain unaffected—and $49 later, I’m still seeking a resolution.

While I appreciate the professionalism of the technicians I’ve spoken to, the AI system, dropped calls, and difficulty getting the necessary help have been incredibly frustrating, especially as I’m trying to assist my mother as her account manager. My mother has diabetes, and I need to manage her accounts at times. Despite her contacting Xfinity to confirm me as her account manager, I continue to face resistance. Representatives have hesitated to send codes to the secondary phone number ending in *1016, even after I’ve explained the situation.

I spoke with two professional and helpful individuals today to place the sensor order. However, after confirming the order, my call dropped again. I had to call back and speak to yet another representative to ensure everything was complete and inform my mother.

This has been an ongoing issue for over a week now, and I’m at my wit’s end. I need assistance to ensure the sensor is replaced promptly and that my account manager permissions are respected moving forward.

Please help me resolve this matter as soon as possible.