U

Visitor

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4 Messages

Mon, Mar 28, 2022 7:49 PM

Closed

Home Security lost communication with touchscreen power adaptor

The touchscreen with our Home security beeps and states on the screen " We've lost communication with you Touchscreen Power Adaptor". It is plugged into working electrical box and I have rebooted it.  The issue may have started after the power adaptor was upgraded.

Accepted Solution

Official Employee

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421 Messages

8 months ago

Thanks for taking the time to bring this to our attention. We don't want you to have any trouble with your security. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

 

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Visitor

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1 Message

6 months ago

Would be nice if this was just explained rather than make it a chat. It seems like it’s a common issue. Please post steps to fix. 

Visitor

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4 Messages

@user_fa1a30​  The fix required a new touch screen.  A technician for Xfinity/Comcast did this repair.

skyfox23

Contributor

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43 Messages

@user_fa1a30​ 

another common issue with those retro fitted power adapters is that they drop cellular service constantly. Not stable at all. Goes from 5 bars of service to 0 bars then will swing back like 10-15 minutes later to 4-5 bars of service. No one knows it does this unless you’re in the WiFi/Cellular connectivity screen or have tier 3 on the phone and they’ll tell you same thing. I waited 5 months for that cord, and got frustrated to the point I just got a 400 series tablet to not worry about it anymore. 

Lkpolo

Contributor

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375 Messages

5 months ago

I had to have the very old touchscreen replaced as it froze. I was given the next level up touchscreen which was used. It took the tech two hours to get everything right then five minutes after he left it started beeping, lost connection to the power adapter. So it had no cellular for a power failure.  That went on for two days. Tech came out and said he’s not sure why it’s happening since the SIM card is inside the touchscreen accessing it from the back.  Tech ended up replacing with a different touchscreen and it took him very little time at all to switch it over.  I had good WiFi and cellular, still had the error when he left, but the error cleared out after about 30 minutes.  

feeln16

Contributor

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20 Messages

5 months ago

Same here.  My old touchscreen started giving me fits not too long after receiving the "new" 4G adapter.  Several nights ago it literally woke us up 4-5 times in the middle of the night with beeps and messages that there was an issue.....comm failure, AND, unable to connect to the camera.  Unable to fix it over the phone, a tech came out and replaced the touchscreen and the camera with the newest versions.  It worked great......until he left.  Called and went thru the usual "by the book" troubleshooting steps (which I had already done) and was eventually bumped up to a state-side tech who made some changes on their end but I am still unable to get a cell connection.  He was supposed to get back to me yesterday but didn't.  I called the number he gave me multiple times but it was always busy.  It's the weekend so I'll give him a break for that.  But it all begs the question:  Why only 4G when 5G is here?  4G at my house has always been weak even though I live within city limits in a very populated area.  That said, I have a 5G antennae literally 100 yards from my house.  Xfinity, add 5G to your home security touchscreens so there is that option.  In my case, I would undoubtedly get a really good cell connection.  I hate to ditch my Home Security System as it has been very good to this point.  But if I keep losing sleep due to a touchscreen problem, I may be cancelling that service.  

(edited)

Lkpolo

Contributor

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375 Messages

5 months ago

Yes I agree. I finally have a new touchscreen but it took two old ones before the tech installed the new one. Now my old cameras are loosing connection with the touchscreen. Xfinity sent out a used camera which wouldn’t pair. Second camera in route. About ready to give up and get an Simply Safe system. But I’m hoping xfinity will get with the program and fix their connection issues. 

feeln16

Contributor

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20 Messages

5 months ago

I have had my eye on SimpliSafe as well.  Oddly enough, the new equipment now seems to be OK although I still do not have a cell connection.

feeln16

Contributor

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20 Messages

5 months ago

Hello Xfinity,  I HAVE NO CELL CONNECTION.  Hello?

Official Employee

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747 Messages

Thanks so much for your response @feeln16!  We can definitely take a look at your internet connection for you.  No worries!  You have reached out to a team of experts, and we are going to get things squared away for you.  Can you tell me what system are you playing with and if you have performed any troubleshooting steps on your end?

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