I have had an Xfinity security system since 2015 and have had rules such as "take a video if the door opens" or "take a video of there is a dang alarm!!". The rules stopped working in December, but the camera was fine otherwise. After speaking to reps on the phone they all saw the camera as offline, but, again, it worked fine. So in early January a tech deleted the camera and added it back and it started working with the rules again. For 6 days. Then it stopped. Yesterday a tech was told by XH engineering to do the same thing again, but he ran into problems. He got authorization to install a new X2 camera, which he did. Now I have no access to any rules pertaining to the camera and I was told that the X2 cameras do not support rules at all.
Can anyone confirm this because I have heard so many things from these reps over the last two months ("you have to have 24/7 recording for those rules to work" - yeah, no) that I don't automatically believe anything they say anymore. If it is the case, though, DirecTV and Ring are getting a new customer because I am done. Just too many straws.
Hi bloogoo -
First, let me say that I am sorry to hear you've had such a poor experience with rules for our cameras... this definitely sounds like an out of the ordinary case and is most definitely not an experience we'd want any of our customers to have.
I can indeed confirm that our newest xCam2 model which is in the process of being rolled out in many areas for new installations does not support rules. While they may in the future, they were really built with our 24/7 video service in mind, which a majority of our customers now opt for when signing up for service that includes a camera. With 24/7 video recording, all motion events are captured and you can review, download and share video footage for at least the last 7 days without the need to set up a rule.
Customers who wish though to still be able to set rules for their cameras should be installed with the original xCam models. Rules are also supported with the older iCam2 model.
I certainly hope we don't lose you as a customer - the cameras you have now are very nice... they support 1080p on live video and 720p on 24/7 video... have improved night vision with a range of up to 23 feet and more features to come... and of course can be viewed on your X1 Set Top Boxes.
If you do wish to switch back to a model though that supports Rules, please give us a ring... I am sure we can work to assist you in getting an appointment to get the right models installed again and then get those rules working for you.
I'm curious. With the 24/7 recording, how does one find video of a particular event?
I would think that a triggered alarm would, theoretically, be easy. Maybe you can jump right to the section of the recorded video via the alarm event?
What about if something triggered motion? Or if a door opened or closed? Say you left your front door unlocked while you went into the garage and some nefarious individual opened your door and stole your puppy. Is there an easy way to find the recorded video of that event?
Yes - if there is an alarm event, there will be a special screen that appears within the app as soon as you launch it which will make it very easy for you to immediately review all of the video that took place during the alarm, as well as what triggered the alarm.
For just normal day-to-day reviewing of video: with 24/7 Video Recording, you'll see a thumbnail snapshot for each of your cameras showing you a zoomed-in picture of what triggerd the motion detection for everything detected by your camera, each day. You can then click on the thumbnail to view the full video of what was recorded.
You can Filter/Search these motion events by People, Vehicles, and Pets to more easily find the event you're looking for, and go back at least 7 days.
You can get creative with Rules - for example, if you know that the garage door is not supposed to open after you leave for work in the morning, or before you return home in the evening, you could configure are notification to be sent to your phone if the Garage Door opens between 8:00am and 5:00pm... which would then allow you to easily jump into the app and check out the motion event that your camera captured at the time the alert was sent.
Please let me know if this answers your question or if you need more detail!