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Visitor

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5 Messages

Wednesday, July 19th, 2023 6:54 PM

Closed

Door sensor reports incorrectly since camera installed

My back door sensor read correctly when installed.  Once the outside camera was installed, it reads closed when open about 2 inches, and open when closed.  None of the posted help addresses this

Official Employee

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1.3K Messages

1 year ago

@user_279dc2  Thank you for visiting Xfinity Community Forums for help with your new sensor. Are you still having issues at this time? If so, are you seeing an error on the app? 

 

Does it appear the sensor has moved (or become loose) from its original installation? 

 

Visitor

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5 Messages

@XfinityEva​ , no.  The sensor worked when installed.  After the camera was installed, it registers open when closed, and closed when the door is about 2 inches open, and again open when the door is opened more widely.  Removing and replacing the battery does nothing.

Official Employee

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1.3K Messages

Thank you @user_279dc2 it may be caused by an issue with your touchscreen's location. Has the touchscreen been moved from its originally installed location? If so, return it to where it was installed. If not, can you please send us a direct message with your full name and the service address? 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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.
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Visitor

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5 Messages

I have sent a direct message as requested, and added a new issue

Visitor

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5 Messages

However, there is still no help nor resolution

Visitor

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5 Messages

11 months ago

still no help nor resolution. My back door sensor still reads wrong.  I chatted at length with an Xfinity employee who told me he was sending a new sensor, which never arrived.  My security system has NEVER worked correctly since it was installed

Official Employee

 • 

1K Messages

@user_279dc2 Our team can definitely help you with your home security issues. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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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