kmwade's profile

Frequent Visitor

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9 Messages

Sat, Oct 17, 2020 4:00 PM

Cannot Pair with Xfinity Cameras

I do NOT have a touch screen. My intent was to use the cameras through the xfinity home app. I have 2 XCAMs and 2 XW3 wireless adapters. My router / modem is a Cisco XB3. When I try to pair through the xfinity home app, I follow all of the instructions, but when trying to pair with the power adapter, it says "we're having trouble detecting your camera." It then has me try to add manually, but stops and says "your wireless gateway is not supported."

I have had numerous discussions with support where they have told me that everything should be compatible and working, and even swapped out my gateway this afternoon to no avail.

Should this setup work?

Responses

Accepted Solution

kmwade

Frequent Visitor

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9 Messages

1 y ago

In doing some research on my own I figured out that I need the touch screen to pair the XCAM with xfinity home. I am not sure why the 4 or 5 customer service reps I spoke with told me it was compatible and should work when it is not but hopefully this helps someone else.

New Poster

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1 Message

1 y ago

Mi cámara no sirbe

Official Employee

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415 Messages

1 y ago

kmwade -

 

I'm sorry you had a hard time finding the right information.  Only our latest camera model, the xCam2, is designed to work with an Xfinity Wireless Gateway without a Touchscreen.

 

 

Visitor

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1 Message

@XfinityBecker thanks for that answer...I just spent an afternoon talking to 4 different reps who couldn't figure out why I was receiving the 'Gateway not compatible' message when trying to pair cameras already installed in a home I purchased, using the Self Protection service only - no touchscreen device. How can they not know this information? Would've saved so much time. Instead I ended up cancelling the service because they couldn't get it to work. :(

Official Employee

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216 Messages

@user_665140, I apologize that this was your experience on the phone. We do offer Xfinity Home system takeovers. System takeovers are not available in all areas and existing equipment usage is subject to condition and type of equipment, as determined by our technician. We can schedule one of our dedicated technicians to come to your home to review your equipment and setup to see if a takeover is possible. If this is something that interests you, please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

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