Aceq2jot's profile

Contributor

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47 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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47 Messages

18 d ago

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

Official Employee

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303 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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Aceq2jot

Contributor

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47 Messages

Message was sent to xfinity support

Aceq2jot

Contributor

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47 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.

Visitor

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8 Messages

Hello @Aceq2jot Thanks for the update and I'm glad to hear we were able to get a tech out. The touchscreen is still an great resource to help control all of the home security features in your home and is the main hub control in the home. It also comes with a built in cellular network to ensure you remain connected if the modem goes offline. That is also explained in this link

In regards to the recording, have you tried using our awesome Home Security App to view the recordings? This link explains some of the features our security system provides. 

You can also view more information about the equipment and plan differences here

Official Employee

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442 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

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