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.

Responses

Aceq2jot

Contributor

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111 Messages

3 years ago

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

Lkpolo

Problem Solver

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506 Messages

3 years ago

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.

CCAaron1

Problem Solver

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954 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 no longer work for Comcast.

3 years ago

Lkpolo

Problem Solver

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506 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)

3 years ago

chaunceyc

Visitor

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3 Messages

3 years ago

I despise the Xfinity touchscreen and they are a source of constant frustration. At any given time half of our sensors have errors -- battery, communication, etc. The system beeps all the time, and then says there is no problem. The interface is horrible, is slow and doesn't respond to touches. I change the batteries on the sensors all the time. I didn't even want the system in the first place but the insane pricing schemes make it almost mandatory to bundle unneeded services. Is there a way to "have" the system but deactivate it?

XfinityAlfonso

Official Employee

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1.6K Messages

Hello @chaunceyc thank you so much for adding your voice to this discussion and letting us know about your frustrations! The touchscreen is required as the main hub connecting all of your sensors and equipment. Have we looked at the batteries and had those changed out? This generally is what causes the communication errors.

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3 years ago

Devices and Equipment

Aceq2jot

Touchscreen problems

Aceq2jot

Lkpolo

CCAaron1

Lkpolo

chaunceyc

XfinityAlfonso

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