3 Messages
No option to add motion detector to service from Xfinity apps
I have had Home security service since 2016. Recently, a motion detector went bad -- I replaced the battery but it is still not functional. Xfinity app identifies it as "tampered". Found a new "Motion Sensor" at the Xfinity store last week. Both the store rep and I could not see an option in the Xfinity app to add this motion sensor. I went ahead and purchased it, assuming that it may resolve with the item registered to my account, but alas, nothing has changed.
The only options for new/additional sensors in the app is the Xfinity camera and doorbell, and a bunch of third-party items. Interestingly, in the "Xfinity" app, there is no "recent activity recorded". In the Xfinity Home app, there is recent activity recorded (assuming this has something to do with account).
My Xfinity-supplied router for the security Wifi network is a Netgear WNR1000.
What steps do I need to take to register the motion detector with my already existing Xfinity Home security system?
XfinityBecker
Official Employee
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521 Messages
3 days ago
Hi @tucsonUser20 -
Professionally Monitored Xfinity Home Security customers need to add Motion Sensors by using the in-home Touchscreen. Instructions are available here: Use an Xfinity Home Kit to Replace a Device.
When you get to the step where a technician code is needed, please open the Xfinity Assistant to chat with us. Once there, sign in if needed and type: "I need a technician code to install an Xfinity Home motion sensor." You can then choose "Help Pairing New Security Devices" and you should be prompted to chat with an agent or receive a phone call to get the code and complete the process.
I hope that helps!
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XfinityDemitrius
Official Employee
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2.3K Messages
2 days ago
Hey @tucsonUser20, Thank you for visiting our official Xfinity Forums Community support page. We just wanted to check in and see if you were able to successfully get the Motion Sensor added to the account using the steps provided by @XfinityBecker. Please let us know at your next available convenience.
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tucsonUser20
3 Messages
22 hours ago
Following @XfinityBecker advice, I was able to delete broken and add new detector through keypad and call to Xfinity.
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