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Have to say that I'm really disappointed with Xfinity security camers :(

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New Poster

Have to say that I'm really disappointed with Xfinity security camers :(

I recently became an Xfinity Home customer. After talking with the sales rep, I decided to purchase 4 cameras to add to the home system. So far, these cameras have been a disappointment. First, it seems like these were made for Xfinity by Arlo, since this camera is not listed on Arlo's website. Why couldn't Xfinity have made these cameras with longer cords? 3 out of the 4 had to have cable extension to make it to its power source! A 50 foot cord for each camera would have not have been out of the question and made the install look much better. Second, the camera itself seems outdated. The resolution is only in the 700s. With other cameras that are the same price, resolution is above 1000. Why did Xfinity go with such a cheap model? Finally, it seems that this camera and the home controller are not very compatible. I'm always getting "Cannot connect to cameras" messages on my controller AND some of my cloud coverage is not even viewable or saveable with the screen showing "Camera Error". Seems like Xfinity would have these bugs ironed out. Before anyone says "Have the techs come out", we have. The modem has been changed out once, controller changed out twice. These cameras have proven to be inadequate for a home security system.

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Official Employee

Re: Have to say that I'm really disappointed with Xfinity security camers :(

Hi MeBeDebE -

I'm sorry to hear that you are having trouble with our cameras!

I can tell you that our cameras are made by Sercomm spcifically for us, and that they stream at 720p.

Poor picture quality and cameras disconnecting from the system are generally signs of poor WiFi communication between the cameras (more specifically, the power adapter that plugs in to the wall, which is where the WiFi antenna is) and your Xfinity Gateway. May I ask if you have the latest XB6 Gateway? Post the model here if you are not sure. XB6 Gateways provide the best WiFi connectivity to the xCams. Placement of the Gateway matters too - keeping it in an open area and off the floor can help.

Finally, for large installations, our xFi Pods can help - they create a mesh WiFi network and will not only improve connectivity to your xCams, but to all of your WiFi devices in the home - addressing dead spots.

Let me know if you need any more information!

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New Poster

Re: Have to say that I'm really disappointed with Xfinity security camers :(

Thanks for the reply, but it only makes me more disappointed after what you posted. Poor WiFi connectivity shouldn't exist between Xfinity products! Why wouldn't Xfinity make sure that all new installs start with the XB6 Gateways? As for the camera, it was the Xfinity rep who said that these were Arlo cameras. Good to know the actual maker.

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Official Employee

Re: Have to say that I'm really disappointed with Xfinity security camers :(

To clarify - our Xfinity Products do work very well together, but each installation can present unique challenges from a WiFi perspective. In some instances, interference can be intermittent based on a number of factors, including placement and other devices in the home and around your area.

We do default to installing XB6 modems for Xfinity Home in many areas, but sometimes inventory can dictate that. Customers who subscribe to our higher speed tiers of Internet automatically receive XB6's. For lower speed tiers, the XB3 Gateway works very well for many, many Xfinity Home customers (I used one for several years myself and rarely had camera issues), but I mention the XB6 just because it could be part of the solution in your case, and I want to do what I can to help! 🙂

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New Poster

Re: Have to say that I'm really disappointed with Xfinity security camers :(

So we had the tech out here and we confirmed that I have the XB6. We also plugged in an ethernet cable from the modem to the controller. We still have the issue of the controller losing connection to the camera. Wouldn't the ethernet cable take care of this? What is next? I feel like this camera portion of Xfinity Home has been a HUGE waste of money and time! These cameras cost $120 each. Based on this price (I bought 4), I could have had a more modern system (higher resolution) for close to the same price.

I will say that I hve nothing but PRAISE for the tech who has tried to correct this issue. He has returned all of our calls and tried to make this right throughout the process. If I can post his name, it would be my pleasure to do so.

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Regular Contributor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

I've had Xfinity Home for over two years. The only time there has ever been a problem with the touchscreen or cameras there was an external problem such as a Node outside of our home. Our WiFi goes thru block and brick walls outside w/o needing the pods. See if a tech can come back to your area and check the connections outside your home and check with your neighbors to see if they have problems also.  I don't think the cameras set up outside work as well though especially the Xfinity sold cameras which are made my Sercom. I've heard good things about Panasonic HomeHawk cameras which do not hook up to the Xfinity system but can be controlled from your computer or smartphone. They are designed for exterior areas. 

Linda
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New Poster

Re: Have to say that I'm really disappointed with Xfinity security camers :(

When you say NODE, do you mean cable connection outside of the house? If so, wouldn't my Internet be faulty also? That has not happened. What you say last is how I feel. I feel that I have WASTED $500 and $10/month for the next two years. At least with aftermarket security cameras, I probably could have taken them back and selected different models. That won't happen with Xfinity.

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Official Employee

Re: Have to say that I'm really disappointed with Xfinity security camers :(

MeBeDebE -

Please continue to have technicians out until your issue is resolved!

The fact that the cameras are hardwired would mean that you have ruled out WiFi as the issue. It is entirely possible that you have other signal issues affecting my your Internet connection or even fault equipment, like a defective Touchscreen or Gateway.

I am sure we can get things working for you - it may just be a process of elimination to find the root cause.

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Regular Contributor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

No I don’t feel that my Xfinity cameras were a waste of money. I’ve had them 2 plus years and still working. What I’m saying is all areas and situations are different. You need to keep working with Xfinity and bugging them if there is a problem. Stuff breaks then it needs fixed. Earlier this year we had internet problems with a node and all our services went down then when it reconnected the cameras disconnected. It was honestly frustrating. I had decided to make a decision after returning from vacation but at my return everything was working w/o a problem since.
Linda
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Frequent Visitor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

Hello All , I have had the same problems with my Cameras I have the first gen Sercomm white 720p cameras. I can tell you that I was getting multiple camera errors due to Wi-Fi being out I can tell you that adding pods (3 for me) did not work according to the advanced technical department i spoke with, stated the cameras connected directly to the Wi-Fi gateway. I did however experiment with changing the direction of the Wi-Fi router I have the small square one I call the R2D2 unit and turning it towards my affected camera made a huge difference.
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Regular Contributor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

I have the BX6 router w/o a problem with cameras.
Linda
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Frequent Visitor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

BX6 thats the technical name well then I have that too service still horrible, I have a 3400 sqare foot house and it dosent matter where you put the router, as well as with 3 pods still horrible.
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Regular Contributor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

Can you get two routers for that size of a house? A family member in northern VA has that size house and uses two routers but it’s Fios throughout.

Or two networks would work better for that size area. 2.5 ghz reaches further. Good for mobile devices. 5 ghz is stronger for computers.
Linda
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Frequent Visitor

Re: Have to say that I'm really disappointed with Xfinity security camers :(

I have not been offered the 2 router option, I was entertaining the idea of using my own equipment like a nighthawk router with different pods but then I don't have Xfinity equipment so when I do call Tech Support with a problem the 1st thing they point out will be my owed equipment, unfortunately they won't give me any more pods I have to pay for them even though our plan allows us additional pods for free they say our Internet is fine because we only use it in the area of the house that it works really frustrating with xfinity I've been on the phone with them numerous times. And I always get the same speech Wi-Fi signals Very differently from house-to-house had a nickel every time I heard that I been able to overcome and adapt but I'm still paying 300 plus dollars a month and not getting what I'm paying for.