Community Forum

Xcam2 faulty

DavidY123
Frequent Visitor

Xcam2 faulty

My Xcam2 camera functions intermittently. Sometimes it detects movement other times it doesn't. Also it can take almost a minute sometimes to get the notification of movement. Both of these problems make these cameras almost useless for security!
Additionally I sometimes use the camera feed to tell when someone I'm expecting has arrived and the car pulls in but the camera still shows an empty driveway. Basically the camera is not showing a continuous live feed even though it says live. Again terrible for security!
Other times it can take a very long time to connect to the camera feed. It's basically useless if I'm trying to check on what's causing a noise outside!
ComcastBecker
Official Employee

Re: Xcam2 faulty

Hi DavidY123 -

 

I'm sorry to hear that you are having camera trouble!  You should have very minimal delay on your camera feed and notifications should be very fast.  While it's possible your camera is faulty, it's far more likely that it is experiencing poor WiFi connectivity - or the Touchscreen has a poor WiFi connection and is experiencing latency.

 

Oure newest xCam2's broadcast their WiFi signal from the power adapter - is it possible to plug the power adapter into another outlet or in another orientation that may move it out into the open more?  I have seen power adapters plugged in behind furniture or fish tanks, and this is a recipe for poor connection.

 

Also, make sure your Gateway and Touchscreen stay stationary and out in the open - this all helps to ensure your connection remains strong.

 

In large installations, xFi Pods can help - our xCam2 Cameras work well with xFi Pods and connectivity can be imporoved in many situations.

 

Either way - if can't hurt to have one of our technicians come out to take a look if basic troubleshooting doesn't help.  There are diagnosics that can be run on camera connectivity, and we should be able to improve your experience.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
DavidY123
Frequent Visitor

Re: Xcam2 faulty

The camera's plug is only about 15 feet away from the router (which is the newest router as of the beginning of last December) and 10 feet from the main panel. The panel seems to have no problem accessing the camera. It's when I try to access it from my phone using the Xfinity Home app. The app is saying there might be something wrong with the mobile connection when it loses connection to the camera feed. It also keeps displaying the 3 dots when losing video.
DavidY123
Frequent Visitor

Re: Xcam2 faulty

I'm on my wifi connection on my phone so I don't understand why it is saying there's a problem with the mobile connection.
ComcastBecker
Official Employee

Re: Xcam2 faulty

Hmm... do you still have issues if you disconnect from your in-home WiFi on your phone and use the LTE connection (if you have a plan with Data)?  If you have other devices, are the similarly affected?   


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
DavidY123
Frequent Visitor

Re: Xcam2 faulty

I can't even start the Home app when I turn off wifi. It asks me to sign in and then it hangs.
ComcastBecker
Official Employee

Re: Xcam2 faulty

Do you have other devices that experience the same issue?


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
DavidY123
Frequent Visitor

Re: Xcam2 faulty

No. All my other devices on my wifi network run fine.
ComcastBecker
Official Employee

Re: Xcam2 faulty

I meant, do you have any other devices you can try that experience issues accessing your cameras?


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
DavidY123
Frequent Visitor

Re: Xcam2 faulty

Ohh ha ha, sorry. Yes I'm also having problems from my laptop which is wired to the router. It also is slow connecting to the security system and has intermittent video problems with the camera.
ComcastBecker
Official Employee

Re: Xcam2 faulty

Got it!  So it sounds like the camera is connected well to the touchscreen, but that we may have issues with the video being uploaded and/or downloaded from the cloud.  My best advice would be to give us a call - if that issue cannot be diagnosed over the phone, we can have a technician looks to see where that communication issue might be.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
DavidY123
Frequent Visitor

Re: Xcam2 faulty

Ok thank you.