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Lost wi-fi Connection on Home Security Router

New Poster

Lost wi-fi Connection on Home Security Router

I had problems with the home security touch screen and my router. I lost Internet connection. So I reset my routers and all heck broke loose. 

 

I fixed everything and the only thing I cannot restore is the wi-fi connection to the touchscreen. It still sees the cellular so alarms are getting where they need to and all apps work but I can't get it to use wi-fi. 

 

My experience with Comcast support is so horrendous I would rather not pursue that avenue. Has anyone ra  into this? I am thinking I am going to have to google the touchscreen and see if I can fix it myself.

New Poster

Re: Lost wi-fi Connection on Home Security Router

Correction Weather App is not working.

Official Employee

Re: Lost wi-fi Connection on Home Security Router

Please reboot your touchscreen. If you continue to experience the same problem, please let us know so that we can assist further. Thanks!

New Poster

Re: Lost wi-fi Connection on Home Security Router

I have rebooted the touchscreen several times and it still does not connect.

 

Also as more information in the Aoout or Connectivity I forget which it does not have an IP address for either the Wireless Apapter or the Wired adapater. Which in the case of the Wired adpater I understand as its not connected.

 

What I did was I connected the wired connection from the touchscreen to teh router. Rebooted the router then rebooted the touchscreen. Went back to see if either had received an assigned IP address and nothing. Even so I went ahead and did a connectivity test (yes I know there is no IP but I just tried it) and sadly Wi-Fi still says not used.

 

Going further since I had it hard wired via cat5e I thought why not see if it can find the router so I did conectivity expose router to internet and when you go next where it looks for the router it does not find it.

 

Last night since when I can figure out something I found the manufacturers manual for the touchscreen and I was unable to locate information on how to actually get the network settings into the touchscreen. So that was also a no go. I am definently very open to ideas and suggestions on resolving this.

New Poster

Re: Lost wi-fi Connection on Home Security Router

Very similar problem...  Network problems led me to do a hard reset on the Home Security Netgear router.  Upon getting network stuff figured out, I then found out that the Home Security console wasn't able to connect to the WiFi anymore (which I kind-of expected).  I am able to get into the Netgear setup, but I think the problem lies in what I need to enter as the netword SSID and it's passphrase.  I'm sure the console is trying to connect with a certain SSID and passphrase, and I don't know what it is.  I talked to a technical service representative, and she said to reboot everything in order, starting with the cable modem, then netgear router, then other routers, then Home Security console last, and...  Didn't work.  When I look at the SETTINGS->ABOUT menu, it shows the Wi-Fi IP address as 0.0.0.0, so it is obviously not connecting to the netgear router.  Would appreciate any help anyone is able to give, Thanks!

New Poster

Re: Lost wi-fi Connection on Home Security Router

Still having the same problem. What is especially upsetting is when calling support no ones knows anything. I feel trapped and forgotten about. I wish I could cancel to be honest. The fact that n. One has been able to help or knows the answer is extremely frusatIng.

 

Let me be clear I do not blame Xfinity for the problem I blame them for terrible customer service and a very serious lack of knowledge. I spent over an hours on support when this was first installed with no resolution. Now hours doing research to try and resolve this. 

 

 

Official Employee

Re: Lost wi-fi Connection on Home Security Router

I apologize for the trouble. I have notified my local contacts regarding your concerns. Someone wil contact you and assist further. Thanks!

New Poster

Re: Lost wi-fi Connection on Home Security Router

Grumpel, if ComcastMark does get someone to contact you and fix the problem, please post on here what the fix was, and I will gladly do the same if I get contacted.

New Poster

Re: Lost wi-fi Connection on Home Security Router

Good Day Grumpel and others!  I have had a glorious day in re-connecting my Comcast Home Security Touchscreen with my wireless Netgear Router!  A big THANK YOU to my Comcast Home Security installation technician, Jimmy, who when he installed my system left me his phone number to call him in case I had any questions.  When I called and left a message, he immediately called me back, and was happy to help me with the problem.

 

We confirmed that the Touchscreen did not have wireless access, and then he had me confirm that the router lights were on as follows:  Green power (on), green security (on), blue wireless (on or flashing), green internet (on or flashing).  When this is the case, and the Touchscreen is not getting Wi-Fi access, the procedure is then as follows:  Hard reset the wireless router, then reset the router to factory settings FROM THE TOUCHSCREEN.  Let me explain how:

 

Firstly, you must perform a hard reset on the router, by pressing in the reset button in the back with a paperclip (or other such highly technical piece of equipment), until the power light blinks twice.  He said it would take perhaps 15 seconds, but when I did it, it blinked twice in probably like 6 seconds, and I held it a few more seconds, and it kept blinking, but then I let go.  This wound up working.  I then needed to wait until it rebooted, and when it was done rebooting, the lights were to be as follows:  Green power (on), green security (OFF), blue wireless (on or flashing), and green internet (on or flashing).  My router did indeed come back on with this configuration, so then it was on to the next step.

 

Now, we need to reset the router to factory settings FROM THE TOUCHSCREEN.  On the Touchscreen, click Settings.  Now, we need to use the installer's code, which they probably won't let me post here, but think of the last 4 digits in the space-shuttle launch countdown...  It then will ask you to enter a technician ID, and for that enter "y".  We are then into the Settings menu with installer's credentials.  You need to select ADVANCED SETTINGS -> CONNECTIVITY -> RESET ROUTER FROM FACTORY.  This will bring up a menu that asks you a bunch of questions about how your system is set up.  It first asks you if you connect directly to a cable modem, or to one of 2 kinds of routers.  Select your configuration.  Mine was the Netgear Router.  It then asks if you want to connect your touchscreen to the "Router" or "Router with Ethernet".  That means, wireless, or wired.  I selected Router, meaning wireless.  I think there may be a couple other prompts, but they are self-explanatory, and in the end, it re-installs whatever it needs to on the router, and then reboots itself, and then tada!  It worked for me!

 

So, if you are having this problem with your Comcast Home Security Touchscreen, please consider trying this procedure.  If it works, perhaps send a thank-you email along to customers@prewirespecialists.com, thanking Jimmy for his knowledge and great service.  Good luck!

Frequent Visitor

Re: Lost wi-fi Connection on Home Security Router

Yes, now on my third touch screen trying to resolve same problem. Beginning to regret decision.