Brand New Window Sensor - Communication Failure

Due to size, shape and walls in house, if I have the touch pad in one location, I have issues arming and disarming due to the wireless reach to the gateway, if I have the touch pad in another location I have issues with window sensors having communication failure, I now know this wireless distance issue issue due to having one recently replaced (like a month ago) with a brand new design, which contained a brand new battery.

Called 'tech support' as I wanted a professional tech out to find a solution, I was advised there would be a $150 call out charge? Why? I'm paying for a service, I should have the service working correctly and any solutions put in place to fix problems and to have the service working, not be advised that I'd be charged for a tech?

Responses

XfinityChristy

Official Employee

•

1.8K Messages

16 days ago

lovesweets1970 Hello, and thank you for reaching out via our Xfinity Community Forums.

I understand your frustration with the wireless range issues you're experiencing with your Xfinity Home system. It's truly disheartening when you're dealing with inconsistent connectivity between your touchpad and sensors, especially when you've invested in our service to ensure your home's security. It's clear you've put a lot of thought into placement and have tried to troubleshoot yourself, and I sincerely appreciate you bringing this to our attention.

I also understand your concern about the potential $150 call-out charge. It's absolutely reasonable to expect your system to function correctly. I want to assure you that I'll do everything I can to help resolve this situation. Before we proceed with a tech visit, which I understand you'd prefer, I'd like to explore some additional troubleshooting steps with you. Since you're using your own equipment, there are some specific things we can try to improve the wireless range. It is possible that there are some environmental factors that we can work around to improve the performance of your system. Would you be open to spending a few minutes with me to review your setup? We could discuss:

The exact placement of your gateway, touchpad, and sensors.
Any potential sources of interference, such as other wireless devices or metal objects.
Some adjustments to your gateway's settings or sensor placement.

Sometimes, even small changes can make a significant difference. I want to make sure we've exhausted all possible options before concluding that a tech visit is the best option. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. I'm committed to finding a resolution that works for you. Let's work together to get your Xfinity Home system working reliably.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

lovesweets1970

Frequent Visitor

•

11 Messages

@XfinityChristy Thanks for getting back to me, let me do some research and get some layout diagrams for you and obtain the information you need to help me with the issues, I'm replying now, as I know a lot of forums with a lot of companies, if you don't reply within a certain duration they assume that you don't need the help any more and close the thread.

As an addendum, currently, the sensor is detecting, so as you can see, with no changes what so ever, one day, we can have issues and one day we don't, and we have not changed anything, position and placement of every aspect has not changed, I've not knocked any walls down for a clearer signal, etc. You get the idea.

Also, I didn't even realize that the hardware was ours, it does make sense now, as we are not paying any lease fee's like we do with the set top boxes or the X1 gateway, so all that make sense, but when you are paying a company nearly $400 a month for services, to be flat out told on the phone, "sure can get someone out but for $150", not "Oh, I'm sorry, due to the equipment being your own and you are not leasing it from Xfinity, there would be a call out charge, but due to you being Diamond member and being with us for so long, I'd like to offer you a discount on that call out charge"

(edited)

15 days ago

XfinityChristy

Official Employee

•

1.8K Messages

I would like to take a closer look at your account and see how I can best help. I will need your full name and address to do that. When you have time, please send a direct message to keep your private information private.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

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15 days ago

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lovesweets1970

Brand New Window Sensor - Communication Failure

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