Visitor
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4 Messages
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
CCJoshua1
Problem Solver
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567 Messages
3 years 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?
To send a "Peer to peer" ("Private") message:
Click "Sign in" if necessary
-Click the "Peer to peer chat" 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 that appears, and the "Xfinity Support" graphic will replace the "To:" line
-Type your message in the text area near the bottom of the window
-Press Enter to send it
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user_fa1a30
Visitor
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1 Message
3 years 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.
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Lkpolo
Problem Solver
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498 Messages
2 years 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.
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feeln16
Contributor
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20 Messages
2 years 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)
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Lkpolo
Problem Solver
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498 Messages
2 years 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.
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feeln16
Contributor
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20 Messages
2 years 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.
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feeln16
Contributor
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20 Messages
2 years ago
Hello Xfinity, I HAVE NO CELL CONNECTION. Hello?
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