Aceq2jot's profile

Contributor

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51 Messages

Sat, Jan 1, 2022 10:37 PM

Touchscreen problems

I have been having touchscreen problems going on for over 3 years now. First it was losing the picture occasionally. Then we had interference problems according to the messages. I escalated it to the customer care executive team of who flat out told me that it was a problem I was causing the problem and there it was not their problem. She was very rude to me on the phone. Up until then I was on a first name basis with the senior techs in my area for all the problems i have had with my security system and the monitors and cameras since I have owned the system which is over ten years.

Anyhow about a month ago my touch screen started just randomly losing the camera and saying unable to connect. It does not matter which camera I am watching as it does it with all three of them. Then I can be sitting here three hours after sunset and the picture on my camera is still bright daylight. Last year after reaching out to the Office of Tom Karinshak and their response I have given up. So now I am going to throw one more hail Mary to get the problem fixed before I take my business else were and go with 4k cameras.

Aceq2jot

Contributor

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51 Messages

6分前

Hello, any ideas on how to fix this as i am going nuts!!

Official Employee

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445 Messages

Hey there, I am happy to take a look into this for you! Send a DM to XFINITY SUPPORT with your name and address please. 

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Aceq2jot

Contributor

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51 Messages

Message was sent to xfinity support

Aceq2jot

Contributor

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51 Messages

So, after talking to the mod on here, customer support and someone from executive customer support a truck rolled by today. After talking to the Tech i learnt that the touchscreens are basically useless now as they no longer stream in live time as it consumes to much data and pushes people over the Data caps :( This kind of sounded weird because you can now get Xfinity home as a standalone service without broadband in my area. So, if you only have Xfinity home with no internet then there should not be a data cap. But i was not going to discuss it with him as he was pretty adamant that the touchscreens are going away, and everything will be via iPad or phone.

So honestly seeing as I own my own equipment since the split up etc. I have to ask myself why am i paying $30+ a month for non 4k cameras, a touchscreen that is useless, but the power supply is a backup modem??? I think it is time to invest in Arlo2 or something similar and go with CenturyLink gig service. I have been with Xfinity home with cameras since 2009 so it has been a good run but now the service and equipment are not on par with the competition.

Official Employee

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471 Messages

@Aceq2jot -

I wanted to take a moment to correct or clarify some of the details you included above.  I apologize if you received any misinformation.

Our Xfinity Home Touchscreens are not going away - they are a critical component to your system and provide connection to all of the security devices in your home.  While new hardware options may become available in the future that provide some of the same functionality, there are absolutely no plans to retire our Xfinity Home Touchscreens.  They are far from useless - you can view Live video, control lights, thermostats, locks, receive audible alerts of sensors opening/and closing, sound an alarm should there be a break-in, offer Emergency contact to our Central Monitoring station and more.  (It's also where I look to get a quick glance at the weather forecast every morning! Check out Settings --> Home Screen Options to set that as your default screen)

With regard to data usage - the Touchscreen will display live video from the cameras in your home. Doing this does not transfer any data over the Internet - we use a local connection via WiFi in your home to display live video on the Touchscreen.  With Live video monitoring, cameras would only use your Internet connection if you chose to stream live video to one of our Apps.  If you subscribe to 24/7 Video Recording, this service does constantly use your Internet connection (and count against data plans) as your cameras are constantly streaming data to be backed up to the cloud.  More information on this is available in this FAQ.

An Internet connection is a requirement for Xfinity Home.  While the vast majority of our Xfinity Home customers also have Xfinity Internet, it's possible to use Xfinity Home with any broadband provider.  This is why offer Xfinity Home as a stand-alone service in most areas.

I hope this helps - we'd hate to lose you as a loyal customer!

(edited)

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
Aceq2jot

Contributor

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51 Messages

Well that's time I listen to a tech. I am still having lots of problems with the touchscreen. This just ridiculous to tell the truth. I have my touchscreen in a prominent place so I can see it by looking up to get a look at what's happening outside without having to grab my phone and wait for an app to open and then select a camera then look.

I have had xfinity home since it first came out with cameras many years ago. Luckily a executive rep is reaching out tomorrow evening. I will have a long conversation with them.

(edited)

lkpolovchik

Contributor

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327 Messages

4日前

Is that what your resolution is/was? I have four cameras and right now cannot preview any of them from the touchscreen. Two are older and should preview there and two are newer. My touchscreen also freezes and reboots radomly.  I have an appointment for a tech tomorrow hoping that the new model touchscreen can be installed.  I’m not sure what the purpose of all this expense is any more w/o the touchscreen.  I can self monitor which means a Simple Safe system or a Ring but then that’s another investment in products that’s I’ve already spent. ADT doesn’t have a touchscreen but there’s is a ton more stuff that can be added to it that seems worthwhile.  My oldest son installed a Ring and a Alexa screen attached to a speaker. I saw at least a dozen outdoor lights and cameras, locks and window and door sensors that is all self monitor. Weather on the Home touchscreen is not a big deal.  My Apple Watch has weather.  This is very frustrating especially since so many other systems have come on the market that have richer features than what I’m Paying $40 every month. 

XfinityAaron

Official Employee

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639 Messages

Hello, @lkpolovchik. I am sad to hear you have been having issues with our home security. It has been a couple of days. Are you still having issues or were you able to get this resolved. -Aaron 

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
lkpolovchik

Contributor

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327 Messages

Finally today the problem was solved.  For about a year my touchscreen has been freezing. Just recently it stopped showing the cameras.  I explained to an advanced tech that I need camera views on the touchscreen for children that do not have the Home app on their smart phones for obvious reasons. Wednesday the touchscreen was replaced.  It took the tech two hours to set it all up. I’m guessing that the used touchscreen he was given to install was also not working well.  five minutes after the tech left the touchscreen lost cellular service and beeped off and on for 48 hours.  This morning (Friday) a different tech came here and worked for about 60 minutes then decided after speaking to the previous tech that the replacement touchscreen was not good.  He put a different touchscreen on which worked right away. It has good WiFi and cellular connection.  About an hour after he left the no error message cleared out.  I’m one of the original subscribers to Home Security and was told my account was grandfathered into whatever the plan is now.  I pay $40 a month since I have video recording. Over the years, many pieces of equipment have been added such as three more cameras, another motion sensor, outlet controllers and Sengled WiFi bulbs. It’s been an investment and we’ve never considered canceling the plan until now with all these problems.  I searched this forum and found that other people are having the same exact problem. Engineers need to stop pushing updates to the touchscreen controllers and asking customers to use smart phones.  It’s just not a practical solution.  Many people are not well and have caregivers coming in while a customer is at work.  Those people have no place to check any status other than a touchscreen for added security. I saw a Ring security system last month that was far and away more advanced and user friendly than Xfinity Home or a Pro plan.  The only thing that stops me from doing that is Alexa listening to every darn thing someone says. 

(edited)

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