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New X1 Modem not working with ADT Security system?

Frequent Visitor

New X1 Modem not working with ADT Security system?

I have been a Comcast and an ADT security customer for a very long time. Late last week, I installed the new X1 modem that was shipped to us. Since then, our ADT system monitoring is not working.  Voice, internet, and TV are all working fine, but ADT cannot get a signal from our home. Is there something I need to do with the modem to allow the security system to connect?  I have already done the usual tricks of power cycling the modem and having a signal refresh sent from Comcast.  

Diamond Problem Solver

Re: New X1 Modem not working with ADT Security system?


@mogara wrote:

I have been a Comcast and an ADT security customer for a very long time. Late last week, I installed the new X1 modem that was shipped to us. Since then, our ADT system monitoring is not working.  Voice, internet, and TV are all working fine, but ADT cannot get a signal from our home. Is there something I need to do with the modem to allow the security system to connect?  I have already done the usual tricks of power cycling the modem and having a signal refresh sent from Comcast.  


2 things to look for

1. Do you have solid phone lights on the modem?

2. Did you plug the phone cord into Tel 1. It would've been plugged into the previous modem. And not into the ethernet port (happens a lot).


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Frequent Visitor

Re: New X1 Modem not working with ADT Security system?

Thanks for the speedy reply.  Yes, the phone light on the modem is on solid.  The phone line is plugged into the Tel1port on the modem. Our alarm system ties into the phone system elsewhere in the house, so we have only ever had one phone line connected to the modem.  I did just notice, though, that the back of the new modem has a second phone port labeled “Alarm/Tel2”.  Is that only used if you are using more than 1 phone line? Is there something different (hardware or software) with that port that allows it to be used with the alarm? I haven’t tried plugging our phone line into it yet. 

Diamond Problem Solver

Re: New X1 Modem not working with ADT Security system?


@mogara wrote:

Thanks for the speedy reply.  Yes, the phone light on the modem is on solid.  The phone line is plugged into the Tel1port on the modem. Our alarm system ties into the phone system elsewhere in the house, so we have only ever had one phone line connected to the modem.  I did just notice, though, that the back of the new modem has a second phone port labeled “Alarm/Tel2”.  Is that only used if you are using more than 1 phone line? Is there something different (hardware or software) with that port that allows it to be used with the alarm? I haven’t tried plugging our phone line into it yet. 


Do you have a phone to plug into the modem, to test that you have dial tone and can call in and out?


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Re: New X1 Modem not working with ADT Security system?

Yes. Our phone service is working fine. 

Diamond Problem Solver

Re: New X1 Modem not working with ADT Security system?


@mogara wrote:

Yes. Our phone service is working fine. 


Unfortunately, that's about as far as we go. You've established your phone service is working correctly. This is where ADT is going to have to come out and figure out why there's no communication. Your tech coming out may be able to determine if your system is getting a dial tone or not.

 

Edit: Do you have our Home Security service and this was a takeover?


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Frequent Visitor

Re: New X1 Modem not working with ADT Security system?

Ok. We have scheduled a service call with ADT. It’s just strange that we did not have an issue until we changed modems. Unfortunately we will have to pay ADT a minimum of $90 for a service call because Comcast is making us upgrade our modem. 

Frequent Visitor

Re: New X1 Modem not working with ADT Security system?

No. This house has had ADT for security and Comcast for phone/tv/internet for the 10 years that we have lived here. 

New Poster

Re: New X1 Modem not working with ADT Security system?

Any updates on this issue?  Having a similar problem...

New Poster

Re: New X1 Modem not working with ADT Security system?

What was the outcome of this?  I am having the same problem too.  This issue was never discussed with making the change over to Xfinity.

Diamond Problem Solver

Re: New X1 Modem not working with ADT Security system?


wrote:

What was the outcome of this?  I am having the same problem too.  This issue was never discussed with making the change over to Xfinity.


Can you provide more details?


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Frequent Visitor

Re: New X1 Modem not working with ADT Security system?

We had to get an updated system from ADT.  I don't understand all of the details, but the technology in Comcast's new hardware was not compatible with our alarm system.  Unfortunately, it ended up costing us about $500 for ADT to upgrade our system.  Although we've been ADT (or Brinks) customers for almost 20 years, there was no "deal".  They reserve the free and upgraded system deals for new customers.

New Poster

Re: New X1 Modem not working with ADT Security system?

Just had the exact same issue with alarm system after upgrade to new modem (upgrade probably 6 months ago). Called ADT first and they processed over the phone simple test and indicated there was an issue with phone line not getting a signal back to them. Called Comcast and they did the same simple test and said their system (phone, internet, and cable bundle) was working fine. Called back to ADT and they could only sent out a technician to run diagnostics (at a cost). The technician tested their complete system with their diagnostics for signal to the system and signal out or their system and all is working fine yet when the system tries to send a signal out via the phone line it does not come through. The technician also made comment that the previous call he was on had the same issue with signal not getting through on Comcast land line.

He did offer a wireless upgrade to the existing system or a complete new wireless upgrade – again at a cost.

New Poster

Re: New X1 Modem not working with ADT Security system?

As an alarm dealer/technician, I can tell you that using Xfinity phone lines for monitoring your alarm is like rolling dice, you may get lucky and have a signal go through, but more times then not the signal will not sent to your alarm company. This has been an ongoing problem that seemed to have gotten much worse when a certain company started offering not only TV, voice, and internet, but now home security as well. Do you self a favor and get whatever alarm company you use to hook up a GSM or LTE radio and ditch the phone line. With GSM/LTE, the signals go though 100% of the time as they should. Your basically hooking your alarm up to a cell phone to communicate; the radios offer faster signal speeds and troubleshooting for techs, and usually come with an app for your smart phone to manage your alarm while you are home or anywhere else in the world that has cell service. Also, before thinking about switching to Xfinity for security, you may want to Google their issues with RF encryption problems, and give the contract a good read...

If you want a reliable alarm system that you can count on, go with a reputable alarm company in your area. I'm sure there are dozens with a better customer service track record within a stones throw from you.
Just my 2 cents.
New Poster

Re: New X1 Modem not working with ADT Security system?

Thank you for sharing your ordeals with Comcast on the ADT alarm issue. I am dealing with the same thing now. The connection was working fine and one day we stopped getting a dial tone, only static can be heard.
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New Poster

Re: New X1 Modem not working with ADT Security system?

I also have this experience.  No trouble for 15 years until we changed modems.  The phones continue to work fine, but the modem  now blocks outgoing calls to ADT.  Technicians from Comcast and ADT have visited.  Comcast fails to metion this issue when you get this new modem.  Is there a solution yet?

New Poster

Re: New X1 Modem not working with ADT Security system?

We have the same issue - a couple of weeks ago we switched from a physical landline with Verizon to a VOIP with Comcast. It seemed to be ok until yesterday, when the ADT system started beeping and flasing CH Trouble. We called ADT and their testing shows they are not getting a signal from our alarm. I had no idea when we switched to VOIP that this would be a problem.  Wondering if once a month Comcast runs something that disables the ability to connect to ADT. Otherwise why wouldn't we have had this error come up 2 weeks ago?

 

ADT said they could send someone out to "fix it" but it would cost "an arm and a leg" - and that I should call Comcast and have them walk me through how to fix it  or send someone out. I know Comcast isn't going to send someone out for free, and from what I've read online, there isn't any way to walk me through fixing it. I'll probably call them, but I'm not optimistic.

 

I'm tempted to cancel my ADT account, which we've had for 12 years, and get a Ring system. Ring monitoring is $10 a month vs ADT which is almost $40 a month. And I'm guessing if I tell ADT I'm going to cancel they might be more helpful.

 

 

 

New Poster

Re: New X1 Modem not working with ADT Security system?

We have a 20 year old Interlogix system that our homebuilder installed and have had Xfinity X1 for about 2 years with no problem (Roadrunner and Comcast before that). About 4 weeks ago we started getting a Communications Fault and the call history would show the Interlogix calling out a number of times... if it tried 8 times and failed, then it would show the Comm. Fault. I spoke to our monitoring service (not the same company that did the original install) and they asked if we had Comcast. Their response was that Comcast digitally compresses the VOIP signal and that results in unreliable communication from many alarm systems. They also suggested the wireless solution ($150 for the hardware + $50 installation), and if we dropped our VOIP line the Comcast then the monthly monitoring increase ($9) should be close to a wash. I hate to spend $200 on a 20 y/o system but it sounds like the best solution.

New Poster

Re: New X1 Modem not working with ADT Security system?

I have same problem. My wired alarm originally installed (20 years ago) by then-Brinks with my then landline phone line.  when I dropped landline/switched to Comcast voice I was told alarm should work perfectly, in fact maybe better than before (altho I never had a problem with alarm).  For past year I keep getting sporadic CP problem on keypad & annoying beep (so I have tp press cancel every time it does that). ADT says must be Comcast, Comcast says must be ADT.

My fix (not) is to unplug modem 60 sec, restart modem, wait, go to alarm keypad press & hold 0 for 10 sec for keypad reboot, wait 5 min then try keypad options test again. Sometimes works then,  sometimes not, then I retry later until signal works & i get success horn then CP trouble gone from keypad.  My guess is, as other poster suggested, that signal is hit or miss.  Not a very secure feeling to say the least.

I am frustrated with this & not sure best way to fix.  I understand my system might be too old  to communicate with more modern technology, but modern technology seems to invite a whole other set of unresolved issues.......so what are we all to do???

New Poster

Re: New X1 Modem not working with ADT Security system?

it's interesting that no one has mentioned calling Comcast/Xfinity and saying "my service worked before, but now with your new modem/router it has broken my security system"...as a result I'm going to have to spend $300+ for a new alarm panel (or go with one of the newer ring/etc systems)... this ultimately was Comcast.Xfinity's fault (so why not ask them to install their security system (free of charge) and I'll use them for monitoring...