user_lkp846's profile

Contributor

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354 Messages

Thu, Aug 18, 2022 9:16 AM

Two cameras missing from my account

I woke up this morning to see my two newest cameras are missing from my Xfinity account and my Home app. I’ve rebooted my router, the cameras and the touchscreen. In addition, my xfinity app shows that my router is offline intermittently and the My Account app shows no TV, internet, or phone.  We had storms earlier in the week and I think we got hit with a power surge. My new washer needs a circuit board, the pool heater wont light and these cameras are missing along with the messages in the apps. It’s very hard to get help from the phone technical support.  All they want to do is transfer you, hang up then if I call back send out more broken equipment to self install. 

Accepted Solution

user_lkp846

Contributor

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354 Messages

1 m ago

Long story short, two non functioning cameras that Xfinity wanted returned after one was replaced were mailed back in Pre labeled boxes.  When the warehouse received them, it was believed that someone at the warehouse deleted two of my four functioning cameras from my account by mistake. No amount of technical support over the phone could get them back on my account since the phone support was not giving me correct instructions.  A tech came to my house this morning and I was expected to be billed for a service call. It was determined that it was an Xfinity mistake and the tech and his supervisor made it all good on our account.  One of the cameras had to be replaced as it’s error said it was paired to another account.  The other cameras was easily reset to factory default and paired  to my account but it required two people because it was mounted outside the garage and plugged inside the garage. 

Visitor

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1 Message

1 m ago

Yes, the exact same here. I have a doorbell camera and two outside cameras. The day before yesterday my two cameras just disappeared after my modem went offline. And that’s another thing too. The Xfi modem goes offline literally every hour or so. Then when I called support about it, the only thing they jeep saying is to unplug and restart it. AS IF THAT’S NOT ALWAYS THE FIRST THING THAT I DO BEFORE I CALL THEM. Smh. The old services never used to have this many problems. Have you been able to get anything solved yet?

Official Employee

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318 Messages

Hello @user_0bd97b. We would be happy to assist you with the device connections if they are still present. Can you create your own public post to allow us to work with you directly please?

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
user_lkp846

Contributor

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354 Messages

1 m ago

No resolution yet.  I was on the phone yesterday with the technical support from another country. That crew just reads a script and most of the time it’s read incorrectly.  The tech wanted to send new cameras to me but I asked for a tech visit.  Later in the evening a tech called again and tried to get me to cancel the appointment and send out cameras to self install.  The problem is somewhere in my system. When I look at the My Account app it looks as though everything is offline but I do have TV, internet, and phone service. As of today, the My Account app still shows that all my services are not working.  I do have an appointment on Monday. I do think a tech will call again on Sunday to try and cancel the appointment and send out cameras.  I’m not doing that. Something is wrong either in my area or with my modem that needs checked out.  The two cameras that disappeared are cameras just installed this year and were working well.  

user_lkp846

Contributor

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354 Messages

1 m ago

Which modem do you have? I have the BX6. I think I may need a new modem but I’m not up to the self install and Xfinity wanted $100 to install a new modem. 

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