Xfinity Home iPhone App

Hello. This evening I tried to access the Xfinity Home iPhone app on my phone and I got a message saying "Your home monitoring has moved to the Xfinity app. The Xfinity Home app no longer support Self Protection. Switch to the Xfinity app to continue enjoying your service plus even more features like motion notifications and 2-way audio." Then, the only option I have is to open the Xfinity app.

The Xfinity Home features in the Xfinity app are great, but it is missing one very important thing that you could only do in the Xfinity Home app: remotely arming and disarming the alarm system. I appreciate that Comcast is looking to consolidate apps, but I rely on the ability to remotely arm and disarm my system regularly. Will that functionality be made available in the Xfinity app for Xfinity Home customers?

Thank you in advance for any information that you might be able to share.

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Accepted Solution

XfinityRay

Official Employee

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3.9K Messages

3 hours ago

Thanks for working with our team to get the arm/disarm button working again, @user_6zu3mq! Our community is filled with knowledge to fix any problem. We appreciate that you are part of it!

For community knowledge, when your account is linked to more than one account, the Primary one for security service and other apps needs to be selected. You can see more about managing linked accounts here, https://www.xfinity.com/support/articles/switching-between-multiple-accounts.

These are the steps we took to fix the problem:

1. Visit https://customer.xfinity.com/ and sign in with your user ID.
2. Click the Account icon. Then select Account and Identity.
3. Click Xfinity ID and Security.
4. Scroll to Your Accounts to see the accounts your ID is linked to. Click Manage and link accounts.

This comment was created from this reply

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XfinityQue

Official Employee

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626 Messages

11 days ago

user_6zu3mq, hello there and thanks for reaching out. I completely understand your concerns and would like to get just a tad bit more detail as I also have the self protection. When you're stating to arm and disarm, I think you have a security package that is not considered Self Protection. Just curious, do you have the in-home security touch pad?

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user_6zu3mq

Visitor

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4 Messages

Hello. Yes, I have the in-home security touch pad. I have also confirmed that I am subscribed to the Xfinity Home Security $65/month tier of service on my account.

8 days ago

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XfinityAmandaB

Official Employee

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3.1K Messages

user_6zu3mq Thank you for confirming. To be sure, is the touchpad still working to arm/disarm services? There was also a recent update for both the Xfinity app and the Xfinity Home app. Have you checked to make sure you are using the most recent version?

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

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user_6zu3mq

Visitor

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4 Messages

Yes, the touchpad is working to arm/disarm. Both Xfinity iPhone apps are up-to-date, yes. I even reinstalled both apps from the app store to be sure.

5 days ago

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XfinityRoberto

Official Employee

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2.3K Messages

Thank you so much for the update. Lets take a look at your account, @user_6zu3mq. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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

Let me know if you have any questions.

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 days ago

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user_6zu3mq

Visitor

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4 Messages

This is just a post for closure on this issue. I worked with someone through direct message and we found that my issue occurred when I linked a relative's account to my Xfinity ID and it became the default account under my ID. I followed the below steps to switch my main home back to the default account for my Xfinity ID and my Xfinity Home app is back in working order.

1. Visit https://customer.xfinity.com/ and sign in with your user ID.

2. Click the Account icon. Then select Account and Identity.

3. Click Xfinity ID and Security.

4. Scroll to Your Accounts to see the accounts your ID is linked to. Click Manage and link accounts.

(edited)

3 hours ago

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Xfinity App

user_6zu3mq

Xfinity Home iPhone App

XfinityRay

XfinityQue

user_6zu3mq

XfinityAmandaB

user_6zu3mq

XfinityRoberto

user_6zu3mq

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