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user_385d70
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2 Messages

Monday, February 7th, 2022 2:12 PM

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Xfinity Home Touchscreen and New Adapter Issue.

We installed the new adapter, and it has been a nightmare since. Our touchscreen is no longer usable. On the app, we receive a message that indicates our touchscreen is not connected to the internet. We have spent way too much time with xfinity live chats that have done nothing to resolve this issue. We gave up and returned to our original adapter, but we started receiving the touchscreen alert beeps. Lose. Lose. 

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3 years ago

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This post was created from this comment on different post
CCDevin

Problem Solver

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735 Messages

3 years ago

@user_385d70

Hello! Thanks for reaching out to us here through our Xfinity Forums. We are here for your support and appreciate that you are taking the time to bring these concerns with your touchscreen but also your experience to our attention. I did go ahead and convert your comment to its own post since we typically ask that you create a new post opposed to commenting on an older post. This way we can address the concern and make sure that it gets the right attention. We are here to help! We don’t want you to feel it is in any difficult to get support or to have ongoing concerns with something so important as your home security touchscreen.

If I understand correctly, you have replaced the home touchscreen adapter with the new one and are continuing to get alerts that its not connected to internet, is this correct? Could you try unplugging the power adapter from the wall outlet and plugging this back in, please? This will reset the touchscreen and re-pair upon restoring power.

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spacecadet57

Contributor

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303 Messages

3 years ago

Installed the new adapter and got it working, but had one issue.  I was using the touchscreen in my kitchen.  All the outlets there are GFI.  Every outlet that I tried to plug the new adapter into kept tripping (within a few seconds).  I move it to an outlet in another room that isn't GFI and it works find.  Just be aware that the new adapter doesn't seem to like GFI outlets and may constantly trip the GFI protection.

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user_06cd48

Visitor

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6 Messages

@spacecadet57​ it's doing the same thing in my kitchen area. It knocks the power off for the phone and even the Keurig which is plugged in a different outlet. It's happened twice now with a few days in between the first and second time. 

3 years ago

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XfinityBillie

Official Employee

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3.3K Messages

Just to clarify, the outlets you are using a GFI outlets? Have you plugged it into a non-GFI outlet and experienced the same outcome?

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3 years ago

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user_233bd7

Visitor

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1 Message

3 years ago

What does the green light that flashes every once and awhile mean on the adapter?

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XfinityBillie

Official Employee

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3.3K Messages

The light flashing would be an indication that it is receiving power. 

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

3 years ago

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user_a156e8

Visitor

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1 Message

is there any way to turn that indication off?  Touchscreen is in our bedroom and the flashing light at night is quite annoying

3 years ago

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XfinityAlfonso

Official Employee

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1.6K Messages

Hi there @user_a156e8 ! We're so sorry that light is bothering you so much. The green LED indicator cannot be disabled, however, you are able to put the screen into Sleep Mode at night or adjust the brightness up and down.  This article will show you how and where to do that.

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

3 years ago

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