U

Visitor

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8 Messages

Wed, Aug 4, 2021 8:22 AM

Night vision not working

I see the same problems with other customers where their Night Vision does not work as soon as it gets dark. 

This is my exact problem and I have gone through troubleshooting, technicians etc. still not working.  🤦🏼‍♀️🤦🏼‍♀️🤦🏼‍♀️

Has anyone else had the same problem and found a resolution?

TYIA!

Sky

Official Employee

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247 Messages

6 m ago

Hi, @user_a8b033! What equipment are you having issues with specifically?

Visitor

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8 Messages

@XfinityBiancaB 

Hi Bianca,

I have Xfinity XCam2 Cameras.

The xCam2, front and back

Official Employee

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436 Messages

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 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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8 Messages

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!!!

(edited)

Visitor

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8 Messages

5 m ago

My XCam2 Night vision Cameras

The xCam2, front and back

Visitor

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2 Messages

4 m ago

The xfinity cameras are waste of money . night vision is not working . I have 2 of them once it gets dark , I don't see a thing anymore unless the object is under a light. is there any resolution on this issue?

Visitor

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8 Messages

@user_264ef2 

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

Visitor

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2 Messages

4 m ago

having the same problem as yours with my xfinity cameras

Official Employee

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536 Messages

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.

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

Visitor

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8 Messages

Joseph the cameras are outside my home. 

Visitor

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8 Messages

@user_264ef2 

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

(edited)

Visitor

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1 Message

3 m ago

I am also having this issue, just replaced my adt system, which had great cameras... very disappointed in xfinity camera quality.

XfinityMikeB

Official Employee

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449 Messages

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

Visitor

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1 Message

2 m ago

Yes been through the whole deal.  no night vision. wish i never  bought into it

XfinityEthan

Official Employee

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668 Messages

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!

 

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

Visitor

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8 Messages

10 d ago

I’m still having the same problem, corporate office has not fulfilled their promises in getting back to me and this forum has not been successful in assisting me either. Very sad!!!

Official Employee

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514 Messages

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? 

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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