Ceronomus's profile

Visitor

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1 Message

Mon, Feb 14, 2022 8:02 PM

Closed

Wireless Keypad will not connect

So, we recently replaced the power adapter for our touchscreen. Ever since then, we have been unable to get our keypad to connect. We've changed the batteries, reset the keypad, reset the touchscreen, and reset the keypad AGAIN... but we've accomplished nothing. We just have an hourly beep to let us know that the problem still exists. Meanwhile, I've sat on hold for about an hour waiting for a live agent to help me (which is the next step according to xfinity) and I'm getting nowhere.


Is there a compatibility problem between my keypad and the new adapter?

Has anyone here had the same problem and successfully fixed it?

XfinityAnna

Official Employee

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702 Messages

7 m ago

I am sorry to hear you have had trouble replacing the power adapter for your touchscreen. You have reached the right team to help @Ceronomus! I just have a few questions, did you purchase this adaptor yourself or is this an adaptor we sent you?

 


Your Xfinity Home touchscreen uses the cellular network as a backup connection whenever a broadband connection is unavailable. The power adapter provides cellular connectivity. Without the proper adapter, your system will be unable to provide professional monitoring services during WiFi or power outages. It is really important that we provide the replacement for you.

 


Let's take a closer look together and get this fixed up for you. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

 

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