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user_wam9df
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10/17/2026 4:32 PM

Pacemaker monitor unable to transmit to healthcare monitoring center

My elderly mother lives in an assisted living facility and uses Xfinity for TV and internet. There's a device that polls her pacemaker and transmits the data via the internet but this hasn't worked since she moved in. Her equipment had no issues at 3 previous locations. I've worked with the monitoring center to try to solve the issue. I since have brought all the equipment to my home, which also has Xfinity internet, and it works fine. I've come to the conclusion that something at the facility is blocking these transmissions from their destination. At this point, I think we are going to need tier three support to solve this.

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5 hours ago

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XfinityMarshante

Official Employee

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1.6K Messages

13 days ago

Hello @user_wam9df, thank you for taking the time to leave a post. Sorry that your mother’s pacemaker monitor has been unable to transmit since she moved into the assisted living facility. I understand how concerning this must be, especially after confirming that the same equipment works correctly with your home internet. We’d be happy to take a closer look at the internet connection and help determine the best next steps. Are other devices that require an internet connection working properly at the facility, with the pacemaker monitor being the only device having trouble connecting?

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user_wam9df

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@XfinityMarshante​ apologies for the late response. We only had to sign her up for internet service because of the monitor. That said, I have used my tablet and my sister has used her phone without issue. Bottom line is that  every other wireless device works successfully in her apartment. I would also like to add that I spent 37 years in the computer support industry.

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3 days ago

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XfinityBenjaminM

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3.5K Messages

 

user_wam9df Do you know if the device requires a 2.4 GHz or 5 GHz connection? The modem should be toggling between them both seemlessly but the device itself may require a dedicated channel. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_wam9df

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@XfinityBenjaminM​ I now realize I may have not been as clear about how this works. When she got the PM 11 years ago, the entire setup for monitoring was sent as a package to the house for easy setup. This included the monitor itself, a USB dongle that plugs into the monitor that has a TP-Link USB WIFI stick and  a TP-Link wireless router with an ethernet port. The TP-Link wireless router, which is paired with the USB WIFI prior to them shipping to us, is cabled directly to the Comcast router. The reason for this is because the monitor itself is in her bedroom so that they can poll the PM during sleeping hours. 

As you can see, the Comcast WIFI network within her apartment is not used at all for this device. That said, I have brought back all the equipment, including her Comcast router, to her previous home and the monitor behaves as it should and reports a successful test to the monitoring center. I should mention that the monitor does not need to pole the PM to run the connection test with the outside world.

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6 hours ago

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XfinityTommy

Official Employee

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3.3K Messages

user_wam9df 

Thank you very much for the details on this! We want to make sure we get this sorted out. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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 as Best Answer.tick

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5 hours ago

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strega7

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516 Messages

3 days ago

@user_wam9df It might help to mention the specific model.  Do you get an error message when you enter the SSID and password for the current location?

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