Regular Visitor
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6 Messages
Can’t get two new Xcam2 cameras to connect to my Wi-Fi network
I have two older Xfinity cameras that I had to add using the split cable plugged into the Netgear WNR1000 gateway and the XH1-TC touchscreen.
I tried using the xfinity app to add the two new Xcam2 camera’s (one at at time) with the same failed result.
I use a Netgear modem and newest Orbi Wi-Fi system … that works flawlessly.
With the power and camera blinking white, it connects to Bluetooth. When I enter my Wi-Fi network name and PW, it starts to connect but goes back to the screen asking for the Wi-Fi network name and PW. Then it fails.
I’m using an iPhone 14 running iOS 16.
I tried using the wired the split cable connector attached to the WNR1000 gateway to add the cameras through the touchscreen … but that didn’t work. I can see the camera’s image as long as they’re plugged on the network … but can’t add them through the touchscreen.
I tried multiple times to reset both the power and camera, but same result.
A few times, after entering my Wi-Fi network name and PW on the app, I got a “Camera is already linked to another network.”
Shouldn’t be this hard.
Any ideas how to get the cameras connected to my xfinity home system?
XfinityBecker
Official Employee
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498 Messages
2 years ago
Hi @nducoff!
The issue is likely that the Touchscreen is connected to WiFi through the WNR1000 Security Router, and the xCam2's are trying to connect to your Personal router (the Orbi). xCam2's were designed to be used with either a Personal router or a leased xFi Gateway - but not a WNR1000 Router.... and both the Touchscreen and Cameras need to be connected through the same device.
If you're upgrading to xCam2's (and removing the legacy cameras) you can probably forego the WNR1000 entirely and connect your Touchscreen and cameras to your private WiFi directly. Most Touchscreens now support this - the WNR1000 was the prior solution to allow a customer to use their own modem.
In some cases, we can walk you through this over the phone - but we may also need to have a technician come out to complete the switch (for example, if we need to upgrade your Touchscreen's firmware or in rarer cases, swap it out if it's a model that doesn't currently support a Private WiFi connection). If you call, we can schedule an appointment if necessary. If you Private Message me, I can also provide further details.
Once your Touchscreen is connected to your Personal Router, you can restore your cameras and power adapters to default settings and then pair them through the Xfinity app.
I hope that helps!
(edited)
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XfinityOrlandoM
Official Employee
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992 Messages
2 years ago
@nducoff
If the camera is synched via the xfinity via blue tooth you should see them on the xfinity alarm touch screen, Depending on your Home screen, swipe up to open the Dashboard or tap the Dashboard icon (four squares on the upper left). On the Dashboard screen, tap Cameras. Here is a great link https://www.xfinity.com/support/articles/touchscreen-getting-started-unified on how to pair the camera with touch screen let me know if these steps wors
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nducoff
Regular Visitor
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6 Messages
2 years ago
Appreciate the response … but this doesn’t address my problem connecting cameras. The xfinity app first connects to Bluetooth (I can even see the camera on my iPhone in Bluetooth settings). Then the app requires entering my Wi-Fi network name and password. Says it’s connecting … then goes back to the screen asking for the Wi-Fi name and PW. Can’t get past the Wi-Fi step. Followed all the directions, reset power and cameras so many times I lost count.
I had an xfinity technician come last Thursday. He couldn’t get any further than I did. He call supervisors and other tech support and was told the xfinity app can’t add cameras do to some app issue until October 27th. I have an appointment for this technician to return on 10/27 to try again.
The technician disconnected the xfinity Netgear sidecar router that connected my three older cameras to my network and Touchscreen. He then connected my Touchscreen to my home Wi-Fi network. We figured that’s why the xfinity app wouldn’t accept my Wi-Fi name and PW. That didn’t work either.
FYI: Technician said no notifications were sent out that reported the app issues. His supervisor knew nothing about the app issue either.
Hopefully we can get the two new cameras connected on 10/27. Technician said he’d upgrade my three old cameras so they can be added through the xfinity app.
If anyone else is having trouble adding Xcam2 cameras through the xfinity app … the above explains why. Otherwise, something else is messed up in my system that needs to be figured out.
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User_223
Visitor
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1 Message
2 years ago
My new XCAM2 cameras can’t be located by the xfinity Home app. I’ve gone through the setup process with both and today an xfinity technician couldn’t get them to complete the setup.
if I go the the iPhone ‘Settings->Bluetooth’ it sees it being advertised but the app doesn’t find them.
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