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Home app won’t start pair process to add camera

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Home app won’t start pair process to add camera

Hi I have my cameras on Xfinity Internet (so no touch screen). I have had multiple cameras paired and working for a few years (all self installed). I went to add a new Xfinity purchased camera and I can’t get the pairing process to kick off. In the mobile Home App I hit Add Device, then choose Xfinity camera, and I’m supposed to see something like ‘This process will take 10 minutes’ and see a ‘Continue’ button. Instead it says ‘Pairing your Xfinity Home Camera is easy. Simply access on a desktop device and go to Devices > Add a Device.’

I of course did go to and cannot find an Add a Device button/link/option anywhere.

I’m so frustrated. I have tried this multiple times. I have reset my device hub. I’ve reinstalled the app. I’ve stood on my head and no joy. I chatted with an agent who could only send me the instructions, which I already had, and that tell me to do the steps I already did and that don’t work. I also phoned and eventually got to a Home specialist who couldn’t do anything and said they would need to send a Tech out. I said it seems like a bug in the app software so how can the Tech help. They were going to send me to the App folks then but my line got dropped. That was the second time my line got dropped and the second person I explained everything to and I was tired of it.

So now I’m hoping you good folks have some ideas. Thanks! Julie

Official Employee

Re: Home app won’t start pair process to add camera

StillwaterMN -- Thanks for reaching out.  To allow us to better investigate, could you please let us know when you attempted to pair the camera?  A screenshot (or a description) of what you saw when attempting to pair would also be helpful!  

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