Visitor
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1 Message
Xfinity Home Touchscreen Power Adapter
I received an email from xfinity telling me I need to replace my xfinity home touchscreen power adapter and asking me to click on "order now" in the email. It also says I will need to provide my service address and account information. Is this a legitimate email from xfinity?
BruceW
Gold Problem Solver
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26K Messages
3 years ago
Please see https://www.xfinity.com/support/articles/touchscreen-power-adapter-replacement.
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CCEthan
Official Employee
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1.4K Messages
3 years ago
@user_ce4d8c. Thanks for asking about your adapter notification. We did send out to certain customers an email to update the adapter. If this is the link you received it is valid.
https://comca.st/3FbtLq8
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user_6505dd
Visitor
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1 Message
3 years ago
Why would I have to give my account number and other private info in order to order this? You should have this information.
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user_93adf4
Visitor
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1 Message
3 years ago
It is pretty sketchy the way this is being handled... I felt very uncomfortable submitting my account information to a company that has my account information.
Also, how does a new power adapter resolve the 3g cutoff? It's just a DC barrel plug going to the touchscreen for power... so is the brick on the wall the actual modem that then broadcasts some kind of hidden WiFi network or what?
Can't wait to tear down the old one... So strange.
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user_2720c0
Visitor
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1 Message
3 years ago
I am with you on this - seems weird for them to ask me for the information they have on file
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user_9875d4
Visitor
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1 Message
3 years ago
I received the same e-mail, but I deleted it.
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draz1
Visitor
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1 Message
3 years ago
Now my link does not work......too long. So how do I get the replacement now?
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Mike_AG
Contributor
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112 Messages
3 years ago
I'd like to get some help on replacing the power adapter. I don't have a screwdriver that will fit, and those screws are just too small for me to see. How do I call to arrange a technician? I tried 1800XFINITY but all it would do is to try to restart my modem, so it seems to be useless for me
Thanks
Michael Agner
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Damiein
Visitor
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1 Message
3 years ago
How does it claim to give access to the cellular network if its 3G connection is cut?
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A2X1User
Contributor
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36 Messages
3 years ago
I too am concerned with emails providing a link that asks for account information. That is exactly how phishing emails start.
More importantly, I do not understand why I would have to pay for a 4g touchscreen when a touchscreen is part of the package sold by Xfinity Home. It is clear that Xfinity is attempting to avoid the capital cost of providing adequate hardware, and has opted for a cheap work-around. Is Xfinity planning to leave the Home Security sector? This is a bad signal to existing customers.
Think about it: there is a blast email to current customers versus personal contact; there is nothing listed on the current product site that equipment provided to new customers will require this new adaptor; then the current timetable for receiving the power adaptor is May 2022 with no assurance that 3g cellular connection will be suppported until then. This is all very confusing, and somehow makes me feel less secure with a home security solution.
Lastly, it indicates that I can pay for a 4g touchscreen, but there is no link to a product page that suggests that there us such a product. How much? How long to receive? How to order without talking to customer service?
This is a very poor rollout. Anyone else see this as a problem?
(edited)
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XfinityBecker
Official Employee
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500 Messages
3 years ago
Hi @A2X1User -
I can definitely understand your concern. My family's safety is paramount to me as well! Please rest assured, we are most definitely not looking to get out of the Home Security Industry. We're consistently ranked as one of the Best Professionally Monitored home security options available (for example, by C|Net) and are continuing to innovate the service. As an example, we just launched our extremely secure Video Doorbell that integrates with xFi, the Xfinity Home Touchscreen, the Xfinity App, and our X1 Video Service.
You definitely do not need to upgrade to a 4G Touchscreen. If you have a Touchscreen that is in need of an upgrade to 4G, the replacement Power Adapters provide an option that is convenient for our customers. They contain everything needed, including a 4G SIM Card and 24-Hour Battery backup to keep your Touchscreen connected in the event of a power loss or loss of broadband connection.
We do provide upgrades to a newer touchscreen as an option. The newest Touchscreens are now sold, not leased (most customers with 3G Touchscreens are leasing their equipment). Existing Xfinity Home customers would need to have a certified Xfinity Home technician come to their house to install the new Touchscreen. Installation of the Touchscreen involves ensuring good Internet connectivity as well as re-Pairing and testing all security sensors (and in some cases older cameras) in the home, and could take a good bit of time to complete, depending on the complexity of the install.
We did post information on our Support site about the new adapter, here: https://www.xfinity.com/support/articles/touchscreen-power-adapter-replacement. On this page, we have included a link to order an adapter as well as links to videos on how to install the adapter, which should take most folks about 10 minutes.
It is indeed unfortunate that international equipment shortages have caused a delay in our ability to roll out this new device - know that we are doing everything to speed up the process of procuring and shipping adapters to those who need them.
You can reach us anytime if you do wish to discuss cost of purchasing a new Touchscreen... or any equipment. If you haven't considered a Smoke Detector, let me put a plug in for that device - I have several, and I know they have given me a lot of peace of mind. Even if you're not home, you'll know your smoke alarm is going off and our central monitoring center will contact the authorities, even if we can't reach you! That's the original reason I ordered Xfinity Home years ago.
To contact us, you can chat by visiting our Support page on this site (look for "Ask Xfinity" at the top and just type in Xfinity Home to get started), or click on Xfinity Assistant in our apps. You can also give us a call at 1-800-XFINITY.
Thanks for being an Xfinity customer!!
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A2X1User
Contributor
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36 Messages
3 years ago
I appreciate the extensive response. You might suggest that your communications department use some of your verbiage when sending an email that links to a site asking for account numbers.
by the way, you extol the virtues of the doorbell. I tried two months ago to get the doorbell, but learned it was not yet available nationwide, particularly the Michigan region. Has this changed?
I signed up for xfinity home because your top technician was able to integrate our existing Adecco system into the Xfinity Home service. So our hard-wired smoke detectors do have 24/7 monitoring
thanks again for your support and response.
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user_bd1a8e
Visitor
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1 Message
3 years ago
yes,this is what i need according to letter
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user_f25db6
Visitor
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2 Messages
3 years ago
Touch screen adapter
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spacecadet57
Contributor
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303 Messages
3 years ago
Installed the new adapter and got it working (takes less than 10 minutes and didn't need any tools), 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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