Video doorbell melted

I installed a new xfinity video door bell and it was working fine for about a week. I got a notification that it was overheating and then it worked fine for a couple more days and then just showed offline. I removed it from the mount and found one of the terminals had melted. The voltage is in range. What would cause this? And how do I get a replacement?

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XfinitySara

Official Employee

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2K Messages

21 days ago

Hello, @user_y32v7r! Wow, thank you for coming to the Xfinity Community Forum with this concern. I'm sorry to hear about the damage you've found, and I'd love to see what we can do to help. It may take getting a technician out there, so let's have you send us some account details to get started. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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XfinityJustinC

Official Employee

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1.5K Messages

21 days ago

@user_y32v7r thank you for sending the direct message, I was able to locate that and will follow up with you there to continue with the damaged video doorbell.

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Devices and Equipment

user_y32v7r

Video doorbell melted

XfinitySara

XfinityJustinC

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