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Delayed notification on Security Home App

Frequent Visitor

Delayed notification on Security Home App

I have been having delayed push notifications on my mobile devices (latest IOS software 12.4) when a door or window opens or closes.  Sometimes it works with no problem and then at times I will not get the notification until several minutes later. Example I will not get a notification right away when I open a door but will get notified  that it closed, then as mentioned servers minutes later it will show the door was opened. This has been happening since Thursday July 18th. Have reset home security device, deleted app and even had a tech replace the security unit with a updated unit and none of this as fixed the issue. Can this be looked into please. 
 
It’s August 1st and still having issues. Is someone looking into this?

Aug 1st 6:50 pm. Updated the new app that was sent out today and still the same issues. Restarted unit, and deleted app and reinstalled still not working properly. Now at times I’m not getting any notifications were before they were being sent late. I received a advertisement email for the Xfinity Home Security system that states you get real time notification when a door or window is opened. This is not the case and should not be promoted as a service when it don’t work.
New Poster

Re: Delayed notification on Security Home App

My system have been doing the same thing for months now and here and there when I am away from my home, the security alarm will go off for no apparent reason; (that have been happening since last year, and already had a tech look at it). This is a security issue that I have called XFINITY Home support numerous times about. It’s like what am I paying for? I have an iPhone 8 and it’s up-to-date.
Official Employee

Re: Delayed notification on Security Home App

Thank you both for reaching out.  I've pulled up your accounts & shared with engineering.  

Joejohnso1  - Could you please delete and re-install the app on all of your devices?  Once you've done so, can you let me know if this resolves the issue?

Lazon2 - We believe the issue you're experiencing is different than the original issue on this thread & are still investigating.


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Frequent Visitor

Re: Delayed notification on Security Home App

Rachel, I have installed and reinstalled the apps and still having the same issue. In fact of of now 08/02 at 5:00 pm I’m receiving no notifications at all. 

Frequent Visitor

Re: Delayed notification on Security Home App

I’m still having delayed or no notification notices when doors/windoes open or close and I have not heard from anyone on this issue. Is this issue being looked into? Is there a fix to address the issues? If I don’t hear from anyone I will cancel my service and consult a legal representative to be reimbursed for a service that is not working.

Frequent Visitor

Re: Delayed notification on Security Home App

I spoke with level 3 support. There is a known issue with notifications and engineering is aware and involved working to get it fixed. They are also working on upgrades., and other features. As of now they don’t have a time frame on when this will be fixed. They said it will take some time. At least I know it is just not my account. 

New Poster

Re: Delayed notification on Security Home App

I have as well contacted level 3 support because of the issues I was dealing with. Apparently when I was updating my account, I was making changes when Comcast technicians were doing a local update and there was a glitch with a scramble and then my account was messed up. All is fixed for right now.
Official Employee

Re: Delayed notification on Security Home App

Support may have reached out via phone to confirm the issue is resolved.  Please let me know if anyone is still experiencing an issue.


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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.
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Frequent Visitor

Re: Delayed notification on Security Home App

Yes it has been working fine for a few days now. Thank you

Frequent Visitor

Re: Delayed notification on Security Home App

Having issues again today with push notifications. Not getting any notifications or delayed. 

Frequent Visitor

Re: Delayed notification on Security Home App

3 days now push notifications still not working properly. I'm ready to cancel the service plus my other services. Seems like no one cares. I don't call customer service because all they want you to do it reset the unit which does absolutely nothing then get transferred several times on the phone for at least a hour with no on knowing what is wrong. I would never recommend this service to anyone and will be posting all the issues in a time line on my social media accounts. 

Frequent Visitor

Re: Delayed notification on Security Home App

I called today and told the rep if this is not fixed by Friday Oct 25th I would be calling back to cancel the home service and some other services. I was told a manager from the Home Security dept would call me by end of day to see about a fix to the push notifications. Never received a call and it's still not working properly. 

Frequent Visitor

Re: Delayed notification on Security Home App

Having issues again with push notifications. Worked for 2 weeks and now issues again. Started 11/06 and and still having issues as of today b

Frequent Visitor

Re: Delayed notification on Security Home App

I have been a Comcast customer for over 20 years. I have all the services, TV, internet, land lines and security systems. Whenever I had a issue it was resolved within a day with the exception of the home security system. The push notifications when doors or windows open or close has constant issues since I had the system installed in April. I have called numerous times to support, had tech come out 3 times, changed units and sensors and have posted my issues and they continue to go on. It will work fine for around two weeks and then start acting up. As of 11/06 start having issues again it works sometimes and other times it don't or I will get a delay up to 5 minutes.  I have 2 iPhones and. iPad on the latest IOS software. Isn't there a way to get this fixed once and for all? Is this issue being worked on? It it my account? I'm just puzzled on why if all the other services can run fine that this service is so buggy. Can you please see if this can be fixed for good. One of the reason I got the home security system was for this feature to see when a door or window opens or closes since I'm not home a lot and can monitor the activity. I have never asked to be compensated for this not working as advertised.  Thank you 

Frequent Visitor

Re: Delayed notification on Security Home App

I wanted to thank Comcast for fixing the push notifications it has been working flawlessly for the last 3 months. I only ask that if there is a known problem to let customers know there is a issue even if you don't have a solution. Most people understand that programming bugs can be hard to  to find the source and take time to fix.