Xfinity Home 4g power adapter

Approximately 18 months ago I received a mailer from Xfinity stating that I needed to order the new 4g power adapter for my touchscreen. I called and verified my information and was told I would receive it in the mail…I never received it.  Approximately 15 months ago I received a second mailing saying the same thing.  I again called, verified my information and was told that I would receive the adapter in the mail…I never received it.  I was recently told by an Xfinity home security agent that he was going to send out a technician to hand deliver the adapter. The tech arrived and said that the tech trucks do not carry the adapters.  The tech suggested that I go to the Xfinity store to see if they could check on my order. Today I called the Xfinity home security agent and was told that he could do nothing about getting the adapter ordered, since his computer was down. As I see it, I am paying for home security…if the internet goes down, and since it is Xfinity internet it probably will go down, I have no cellular backup should I have a break in. What am I paying for?