Home Alarm Fails Cellular Connectivity Test

If I go to advanced settings, test connectivity

My broadband(Wifi) tests fine

My cellular connectivity fails

I have opened a case with Xfinity about 7 weeks ago. They have replaced my touchscreen several times and I have rebooted the device multiple times.

Now they tell me that the "error" is in "error" and to just ignore it -- that my cellular signal is fine -- and that they don't plan to fix the error.

So, I said -- this is equivalent to your car having the Check Engine Light on and being told to put tape over the light.

I think that this is utter Bull.

Does anybody else get this error -- or just me?

Responses

Oldest First

Selected Oldest First

XfinityPeterH

Official Employee

•

2.9K Messages

7 hours ago

user_iwvtdl Thanks for sharing those details, I can understand why that would be frustrating.

If your broadband test is passing and your system is otherwise functioning normally, this message is typically related to how the device reports the cellular test rather than an actual loss of cellular connectivity.

In some cases, the touchscreen can show a failed cellular test even when it still has a working backup cellular connection in the background. Since multiple devices have been replaced and the issue remains the same, that does point more toward a reporting or display issue rather than a true signal problem.

If your system is still able to arm, monitor, and communicate as expected, it’s generally safe to rely on the broadband connection, with cellular continuing to act as a backup even if the test result shows as failed.

That said, if you notice any real issues like alerts not going through or the system going offline, definitely let us know so we can take another look right away.

0

U

user_iwvtdl

Visitor

•

4 Messages

7 hours ago

Why not FIX THE problem? Again, if my car has a check engine light on and the dealer tells me to ignore it -- I am not going to shut up. I don't understand this -- why not look into the issue and fix it?

1

0

XfinityPeterH

Official Employee

•

2.9K Messages

user_iwvtdl

I completely understand the concern and that’s a fair comparison. No one wants to be told to ignore an error message without a clear explanation.

What’s happening here is a bit different from a true “failure” like a check engine light. The system has two communication paths:

Broadband (WiFi) – primary connection
Cellular – backup connection used if broadband goes down

When broadband is active and stable, the system may not fully engage or prioritize the cellular connection during a test. Because of that, the touchscreen can sometimes report a failed cellular test even though the cellular backup is still available and would connect if needed.

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 as Best Answer. tick

Like

Reply

7 hours ago

0

U

user_iwvtdl

Visitor

•

4 Messages

6 hours ago

Great, so fix the firmware to test cellular. Are you telling me that I should take down my WIFI in order to test? Who is running the asylum ? An alarm is supposed to inspire trust and confidence and not some wishful thinking. Please fix.

3

0

Devices and Equipment

user_iwvtdl

Home Alarm Fails Cellular Connectivity Test

XfinityPeterH

user_iwvtdl

XfinityPeterH

user_iwvtdl

New to the Community?