Night vision not working

@XfinityBiancaB 

Hi Bianca,

I have Xfinity XCam2 Cameras.

Thank you for patiently waiting for a response, @user_a8b033! I hope you are having a wonderful Friday so far. As someone who relies on my security cameras for peace of mind with my home, I understand how important it is to have that night vision working correctly. I apologize for the inconvenience that this experience has caused you. To further assist with this issue, would you mind sending us a private message with your first/last name and full address so I can start reviewing the account? You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

I cannot seem to make your chat section work. I am having problems with my Xfinity Xcam2 Cameras which are located outside. 

Apparently others are having the same problem.  Some customers have gotten them fixed by getting new cameras.  Others like me continue to deal with the bureaucratic xfinity system and told that my cameras are working perfectly. They are not!!!

@user_264ef2 

I have basically been told I’m crazy because my cameras were perfectly fine. So far no resolution to this situation!!  

I'm sorry you are having this trouble with your Xfinity Home camera @user_264ef2. Are you able to let us know if your camera is displayed outside or inside your home? If we can get more details we can provide the best possible support with the night vision function.

Joseph the cameras are outside my home. 

@user_264ef2 

Did they find a resolution for you? They tell me my cameras are working perfectly… They are not!

Greetings @user_9be9c7, have you attempted troubleshooting this issue once you noticed it? 

Hi, @user_210e76. Thanks for reaching out. We want to make sure it works as it should and I would be happy to look into it. Can you direct message your name and address? 

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Thanks for reaching back out to us regarding your security camera and the images at night. While traditional cameras use visible light to capture and record images, night vision cameras work by recording infrared radiation, which is a form of energy associated with heat. The warmer an object is, the more infrared radiation it gives off. Which means the night vision function will only work on an object with heat. Have you attempted to view the video with someone or an animal present?