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Garage Door Notifications

joey12volt
Problem Solver

Garage Door Notifications

not getting Chamberlin garage door alerts. Thoughts?
BigBadBere
Regular Visitor

Re: Garage Door Notifications

I have same issue, worked fine for 6 months...until 2 weeks ago, no notifications.

Deleted and reinstalled app, deleted opener from network and re-added.
Issues on all phones.
joey12volt
Problem Solver

Re: Garage Door Notifications

Agreed.  About 2 weeks ago it's stopped on all devices.. I've even gone as far as deleted my "MyQ" from my system and re-added it.  No-avail.  Glad to hear someone else is having the same issues!

ComcastBecker
Official Employee

Re: Garage Door Notifications

Hey folks - 

 

I have some rules set up for my Garage Doors as well and it appears I've been having issues too recently and didn't even notice!  Thanks for posting.  Not sure if we have a few one-off issues or a larger problem that has occurred.

 

I know Chamberlain has been going through some back-end updates and as a result now requires some users to upgrade to a different version of their app.  I had done this several weeks ago and I'm wondering if that broke the communication between Chamberlain and Xfinity Home.

 

If you haven't yet updated to their new app, try doing that first (info at the link above).  Next, just for good measure, try disconnecting your Chamberlain/Liftmaster account from the Xfinity Home App.  That can be done by clicking the three dots next to your Garage Door in the app, and then choosing Disconnect This Account.  Reconnect the account by going to More --> Add a Device --> Chamberlain & Liftmaster.  Once complete, delete any old Notification Rules you had set with us, and then re-craete them. 

 

That might be one or two steps too many, but the process worked for me.  I have rules set for both Text Messages and X1 notifications and they're both coming through fine again.

 

If it doesn't work, let me know and I'll see what more I can find out!

 


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joey12volt
Problem Solver

Re: Garage Door Notifications

Mine started working yesterday after a 2 or 3 week outage.

ComcastBecker
Official Employee

Re: Garage Door Notifications

Glad to hear!  Let us know if any issues crop up again. I'll keep an eye on this thread.


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BigBadBere
Regular Visitor

Re: Garage Door Notifications

Happening again, started yesterday.
In August when we were all having issues, I was not receiving push notifications but I enabled text notifications and they worked.

As of yesterday, NO notifications are working including X1.

Chamberlain myQ app was updated back on Nov 9th. I started having issues yesterday, on all phones in household.
ComcastBecker
Official Employee

Re: Garage Door Notifications

BigBadBere -

 

We would like to take a look at your account to see what might be causing the failures. If you are still haivng the issues, can you please send me a private message with your account number? 

 

Thanks!


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joey12volt
Problem Solver

Re: Garage Door Notifications

Were all having issues so something larger is at fault.
ComcastBecker
Official Employee

Re: Garage Door Notifications

joey12volt -

 

I agree that there is something larger going on, but it does not appear to be impacting all customers.  The engineers have asked for a few additional customer examples to help investigate the root cause.

 

If you could PM me your account information as well, I will forward it to them.

 

Thanks!


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joey12volt
Problem Solver

Re: Garage Door Notifications

Any update on this?  Still not working.

ComcastBecker
Official Employee

Re: Garage Door Notifications

We continue to actively work this issue with our engineers in partnership with Chamberlain/Liftmaster.

 

It appears there was a change to the way data is being received from Chamberlain for some customers, which is causing our Notification rule to fail in those cases.

 

Apologies for this taking so long to resolve - we do have the correct teams working on solving this though.


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norstar
Contributor

Re: Garage Door Notifications

Thanks for the update. Please tag me when there is a fix

I had gone through all the steps and nothing worked
- deleting all existing garage rules
- deleting/disconnecting the integration
- uninstalling both apps
- ensuring the latest on both apps
- reconnecting the integration
- recreating the rules

Nothing. Have done the whole process two after “we got it fixed” posts and no resolution. Hopefully this gets fixed soon.
ComcastBecker
Official Employee

Re: Garage Door Notifications

To those who reamin impacted -

 

I am so sorry this is taking as long as it is to get this resolved.  We continue to partner with Chamberlain and our engineers to get this corrected.

 

I have asked that this be escalated further and will update this post as soon as I have any information on an ETA to share.

 

 


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norstar
Contributor

Re: Garage Door Notifications

I started getting notifications today. They seem to be inconsistent (getting some, getting duplicates) and not fully fixed yet, but at least getting something
ComcastBecker
Official Employee

Re: Garage Door Notifications

Thanks for posting norstar! I got a bunch all at once just after 5:00pm myself.

 

I have checked on the ticket and it's still an open issue, but this is definitely a good sign.  I will post back once the engineers have given the "all clear" that the issue is fully resolved.

 

Thanks again for everyone's patience on this!


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joey12volt
Problem Solver

Re: Garage Door Notifications

I can confirm mine worked around 11:15a Pacific time today.  Not sure/haven't tried more. 😉

Muengineer
Frequent Visitor

Re: Garage Door Notifications

The alerts aren't fixed, they are just as broken as they were before they stopped coming all together.

 

I have two Chamberlain MyQ garage doors. 

 

They are named 1 Car and 2 Car

 

If I open 2 Car, I get the following texts:

 

1 car closed at (time)

2 car closed at (time)

 

Then immediately after that I get:

 

1 car closed at (time)

2 car open at (time)

 

That's 4 texts for each time I open 1 door. Its annoying. I also get 4 X1 alerts

 

Same thing happens when I close the door, 4 texts and 4 X1 alerts.

 

If I turn on the MyQ app push notifications for both doors, I only get the status of the door that moved, not both and not two sets of notifications. 

 

This isn't Chamberlain's MyQ issue, its the way your app is not masking the status report of doors that didn't change status.

 

Fix it. I pay too much for this service for the lack of functionality and things that don't work properly.

 

Its 2021 and I still can't get a notification from my Yale locks when they remain unlocked for 5 minutes, can't have them lock when I arm the alarm, can't have it unlock a door when the alarm is disarmed.

 

My MyQ alerts through your app hasn't worked in many months at all and is still working incorrectly.

 

Your integration with "works with Xfinity" devices is sub par at best and the notiifications are inconsistant.

 

Why should I continue to pay for this substandard level of service? Please give me a reason.

ComcastBecker
Official Employee

Re: Garage Door Notifications

Muengineer -

 

I replicated this exact issue last night using my own account with our engineers and have been working with them to help escalate the concern. 

 

We continue to work with Chamerlain on the issue.  It stems from a change to the way they are sending us data for some of their users. We're on it! I'll post back as soon as I have further details.

 

In the meantime, if you're interested in a possible workaround to the problem, you can attempt deleting your rule, and then set up two separate notifications - one for each door.  I was able to successfully resolve the duplicate notifications by doing this on my own account.

 

Thank you for posting the level of detail you provided.  If you would like me to link you to this issue, please send me a Private Message with your Comcast account number, as well as the e-mail address that is associated with your Chamerlain account - this was detail that they requested we provide to them in an attempt to diagnose where the fix needs to be applied.


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Muengineer
Frequent Visitor

Re: Garage Door Notifications

I tried setting up individual rules and it made 0 difference on my account. 

ComcastBecker
Official Employee

Re: Garage Door Notifications

Got it - sorry the workaround wasn't a temporary solution for you. I'll update this thread when we have developments on the fix.


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Muengineer
Frequent Visitor

Re: Garage Door Notifications

I sent you a pm with my info

Muengineer
Frequent Visitor

Re: Garage Door Notifications

So we are now one week out from my last set of posts and I'm still having issues.

 

Not only am I getting the status on the door I didn't open twice and then the status of the door I opened once, but I'm also getting alerts randomly.

 

My garage doors have been closed for over an hour, when we closed the 2 car door, I got 10 messages between the door opening and closing. Just now, 1 hour and several minutes ago I got two notifications that both my doors were closed and then two more two minutes later and then two more two minutes after that. 

 

The alert that tells me if I've left the doors open 5 minutes works flawlessly. If I leave the 2 car door open, it only tells me its open, not that the 1 car door is closed. I only get 1 alert.

 

This is getting really old and annoying. Again I'm going to ask why I pay for service like this.

 

It can't arm my alarm when the last person leaves the house based on phones leaving the house. It can't automatically disarm based on phones coming back into the house. 

 

It can't lock my house when I turn on the alarm, it can't unlock it when I disarm even though I use Works with Xfinity Yale locks with the compatible zigbee module.

 

The Zen thermostat doesn't work with the app like it should. I change temperature on the app and it takes minutes to change it, won't control the fan when it is told to switch to on from auto on the app.

 

It can't display alerts from MyQ, even when it could before. 

 

For all the things it doesn't do, it sure does aggravate me and its the poorest most troublesome service in my triple play.

ComcastBecker
Official Employee

Re: Garage Door Notifications

Muengineer -

 

Our teams are actively working with Chamberlain to correct the issue.  There are several solutions on the table and teams are working to determine the best fix.  

 

Thanks as always for keeping us updated!


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Muengineer
Frequent Visitor

Re: Garage Door Notifications

I'm still having these issues with multiple alerts when a door is opened/closed.

 

This has been going on too long without any real resolution.

 

I work in automotive and when issues like this happen, there is escalation and answers are provided and followed up on with ETC of permenant corrective actions. Failure to keep dates when fixes will be implemented results in further escalation and financial penalties.

 

If we simply told our customers, "We are working on it" and then provided no status and no results, I would be getting calls about my team not doing our jobs. Eventually we would be answering to Global Sourcing Managers and would risk losing future and current business. 

 

So far I don't see a plan, I don't see a time line, I don't see anything.

 

I pay for this service to notify me about things happening about my hosue. The Chamberlain group's MyQ app will alert me flawlessly on my phone but will not alert my family on theirs unless I log into their devices with my account, which is a security risk I will not take.

 

The Xfinity home service promises the ability to take the MyQ alerts and broadcast them to anyone I chose to add to the service as a text, push message or X1 alert. This feature was literally part of the reason I took the Xfinity Home service.

 

I want the members of my family to feel safe in our home, this system and its ability to show status and give alerts of issues is part of my strategy to make them feel safe.

 

How is that working for me when the multiple text alerts and X1 alerts are so annoying because there are so many that my family asked me to turn the text alerts off for them? How is it working for me when I'm at work and I get a text two hours after the door opened that it opened again when I can look in the Chamberlain app and it shows the door closed for 2 hours and the garage camera shows it closed?

 

Why should I get so many texts that I literally have to search through them to see if the alarm armed or not?

 

For the record, the reason I want these alerts working is becasue I never want to rely on the good will of a police officer to keep my property protected again. The night I had a police officer knock at my door at 2 am to tell me we left our garage door open and were inviting someone to steal my Charger, I knew I needed to get this system programmed better.

 

Its literally infuriating to keep dealing with, It literally lacks the features of Ring, which is in itself not a good service.

ComcastBecker
Official Employee

Re: Garage Door Notifications

Hi Muengineer - 

 

I know this is a frustrating issue.  I am in regular contact with our team, who is also working wtih Chamberalin on a fix. 

 

While this might seem like a simple issue to pin down, changes need to be made that might impact other providers who leverage data provided by Chamberlain, and proper testing needs to be done to ensure we're not causing other issues at the same time.

 

We had hoped to have a fix this week, but unforseen issues were run into that caused us to not be able to proceed.  

 

I will provide updates on this thread once I hear we have a more firm release date on the fix!


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ComcastBecker
Official Employee

Re: Garage Door Notifications

All -

 

I wanted to provide an additional update with some alternatives and workarounds while we continue to work with Chamberlain/Liftmaster and our teams at resolving this issue.

 

The option to receive Push Notifications or E-mails on garage door activity exists in the Chamberlain / Liftmaster MyQ Mobile App.  They do not yet offer text message functionality like we do. While Comcast does not provide technical support for the MyQ app, you may want to consider using the functionality of that app while we work to correct the issue in the Xfinty Home App.  Instructions on how to set up Notifications in MyQ can be found here.

 

Also - I wanted to remind everyone that while we offer Notifications for garage door activity in the Xfinity Home app (the main topic of this thread), the MyQ sensors are not security sensors and would not trigger an alarm if a garage door were opened while the system is in an Armed status.

 

Some customers ask to have Xfintiy Home door sensors placed on their garage doors for extra security (the same type of security sensors you might have on other doors in your home).  Not all garage doors work well with security sensors, but many do.  Technicians can make this determination at the time of install. If you have these, you can set Notifications on those sensors in the Xfinity Home app - these Notifications should function perfectly for you.  Beyond providing extra security, there are additional benefits... as an example, I have an In-Wall Light Switch controlling my outdoor garage lights, and have a rule set in the Xfinity Home app to turn those lights on for 5 minutes whenever one of my Garage Doors opens after sunset.  I never come home to a dark driveway!

 

I know these solutions may not be ideal, but hope they help some folks as we continue to work on this problem!

 

 


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