U

Visitor

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1 Message

Sat, Dec 18, 2021 1:30 AM

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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23.3K Messages

1 m ago

XfinityEthan

Official Employee

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668 Messages

1 m 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

Visitor

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1 Message

24 d ago

Why would I have to give my account number and other private info in order to order this? You should have this information.

Official Employee

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320 Messages

HI there!  I will be glad to take a closer look at this for you.  The security of your personal information is and will always be a top priority for us.  A lot of times when something needs to be updated, there is a note on the account to go with the corresponding email sent to the email address that we have on file for you.  While I am not completely saying this is or isn't a credible email (because each day scammers get more and more creative online) we can validate it for you. If this is something that does turn out to be not valid, we can always report the email as a phishing scam to be reported to our Customer Security Assurance Team.  Please feel free to shoot us a private message any time so that we can double check on this for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3EKUjND 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

23 d 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.

Official Employee

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417 Messages

@user_93adf4

Hello! Thank you for reaching out and for addressing your concerns with us regarding the new adapter. At times, we recommend updating your equipment to provide you with the best service. I do understand being cautious these days and we don’t want you to feel uncomfortable sharing your personal information. We do ask to validate your account to protect your account security and we are happy to validate any emails or calls you get from us. We have a history of everything sent to help us ensure the validity.

 

Please send us a direct message if you would like us to check into this for you or let us know if you have any other questions. We are here for you!

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

New Poster

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2 Messages

Customer service sucks. Can`t even talk to a real person for $300 a month +. Looking around.

Visitor

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1 Message

19 d ago

I am with you on this - seems weird for them to ask me for the information they have on file 

Visitor

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1 Message

16 d ago

I received the same e-mail, but I deleted it.

Visitor

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1 Message

14 d ago

Now my link does not work......too long.  So how do I get the replacement now?

Official Employee

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65 Messages

Hey @draz1. We are here to help! Please use this https://comca.st/3JRcrcC document for any questions and to order a replacement. 

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
Mike_AG

Contributor

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67 Messages

12 d 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

Visitor

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1 Message

10 d ago

How does it claim to give access to the cellular network if its 3G connection is cut?

A2X1User

Contributor

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34 Messages

7 d 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)

Official Employee

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442 Messages

6 d 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!! 

A2X1User

Contributor

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34 Messages

6 d 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. 

Official Employee

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442 Messages

Always glad to help - and happy to hear that you have smoke monitoring too... such a great feature.

Yes - I have the Doorbell and have been loving it.  For me it's the little things, like having a notice come across my TV screen when someone rings the doorbell.  I can easily hit a button on the remote and see who is there so I can decide if I want to get off the couch.  Most of the time the answer is "Nope!" :)

The Doorbell launched nationwide in mid-December.  It does currently require a Professional Installation by one of our Xfinity Home technicians.  More information is available here:  https://www.xfinity.com/support/articles/video-doorbell

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

Visitor

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1 Message

4 d ago

yes,this is what i need according to letter

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