Learn what to do when your Xfinity system lets you know there's a problem.
Is your Xfinity Home system offline?
What You'll Need
- Xfinity Home
- Access to your Xfinity Home touchscreen and other devices
- Major Save: 3:54PM EST
Difficulty
Medium
Overview
Alerts let you know when a device or connection in your Xfinity Home system needs attention.
- Xfinity Home app: The Alert icon (triangle with exclamation point) appears in the upper-right corner of the Overview screen. The number in the red circle tells you how many issues are active (not snoozed).
- Tap the icon to open All Alerts and get more information.
- Touchscreen:
- Some touchscreens display an Alert icon (triangle) on the upper right.
- Some touchscreens display a blue dot that appears in the Notification Center (circle) in the upper-left corner of the screen. The blue dot disappears when alerts are read and reappears every four hours if the problem remains unresolved.
- A device screen will open the first time an alert sounds with information on how you can resolve the problem. Tapping Learn More and navigating away from the screen automatically snoozes the alert.
- The Alerts list will open when snooze expires on an unresolved problem. Tap an alert from the list to open the message. Non-critical problems remain snoozed, but can be accessed from the Notification Center.
Did You Know? Xfinity Home has a Do Not Disturb feature that you can use to automatically mute the audible alert for most trouble messages during times when you may be asleep or otherwise don't want to be interrupted.
Is There an Outage?
First things first – the problem might not be with your system. Before you try any fixes, check if there are service outages in your area.
Did You Know? Your touchscreen has a battery backup, so you'll stay connected even in a power outage. However, if your cable service is out, your high-speed Internet service will also be out, which will affect your Xfinity Home system. You'll still be protected, but you won't be able to view feeds from your cameras or control your system from the Xfinity Home app.
Check the Power and Connections
- Make sure all devices are plugged in to working power outlets that are not controlled by a light switch.
- Make sure all power cords are securely connected to the devices.
- Make sure a circuit breaker in your home hasn't tripped.
- Check that all modem/router/gateway connections are secure.
- Confirm that your account is up to date, as late payments can cause your service to be interrupted.
- If using the Xfinity Home app, make sure your phone can connect to the Internet using WiFi.
- If none of these steps resolves the issue, see check your connection to the Internet.
Get More Help
If you're still having trouble, find troubleshooting information for the specific devices in your system.
Alert Messages and Possible Resolutions
Alerts you might see include:
- AC Power Loss
- The touchscreen or Siren has lost power. The power adapter may be unplugged from the wall or from the device.
- Make sure the power adapter is securely plugged in.
- Bad Battery, Battery Failure
- The device's battery is low or not operating properly.
- Replace the batteries as soon as possible.
- Boot Load Fail
- The device did not start properly.
- Restart the device by removing and replacing the batteries.
- Broadband Loss, Broadband Connection Failed
- The touchscreen has lost its network connection.
- Restore Internet connectivity as soon as possible.
- Cellular Communication Failed, Cellular Communication Loss
- The touchscreen has lost its cellular connection.
- Comm Failure
- Your Xfinity Home system can't communicate with the device
- The device may be unplugged, or its battery may need to be replaced.
- If the alert is for a Camera, the touchscreen may have lost its network connection. Restore Internet connectivity as soon as possible.
- If the alert is for a Door/Window or Motion Sensor, the sensor may need to be serviced.
- Communication Unknown
- The touchscreen is having communication problems.
- Make sure that it's plugged in and has a broadband connection.
- Dirty, Sensor Needs Cleaning
- The device is dirty or dusty and needs to be cleaned.
- Clean according to the manufacturer's instructions.
- High Temperature
- The temperature around the device is too warm for normal operation.
- Lost Power
- The external power for a device has been lost.
- Restore power as soon as possible to avoid draining the device's batteries.
- Lost Connection to Camera
- The touchscreen has lost its network connection.
- Restore Internet connectivity as soon as possible.
- Low Battery, Low Battery Detected
- The device battery is getting low.
- Replace the batteries as soon as possible.
- Low Temperature
- The temperature around the device is too cold for normal operation.
- Near Low Battery
- The device battery is getting low.
- Replace the batteries within 10 days.
- Network Connection Failed
- The touchscreen has lost its network connection.
- Restore Internet connectivity as soon as possible.
- Power Unknown
- The touchscreen is having a problem.
- Make sure that it's plugged in and has a broadband connection.
- Sensor Battery Low
- The Sensor battery is getting low.
- Replace the batteries as soon as possible.
- Sensor Communication Failure
- The Sensor can't communicate with the system.
- Replace the batteries as soon as possible.
- Sensor Tamper Detected
- The Sensor is being tampered with.
- Make sure the Sensor's cover and battery cover is closed.
- Signal Interference, System May Be Jammed
- The touchscreen has detected potential signal interference.
- If the message doesn't go away on its own, contact us.
- Swinger Shutdown, Zone Swinger Shutdown
- A rapid succession of alarms has been triggered by a single sensor or detector. The Sensor has been shut down until the system is disarmed.
- System Battery Low, System Power Lost
- The touchscreen battery level is low or has lost power and is running on battery backup.
- Make sure the adapter cord is plugged into the back of the touchscreen and into a power outlet, so that the battery can recharge.
- System Tampered, Tampered, Tamper Detected
- The touchscreen or the device is being tampered with.
- Make sure that the device is securely attached to its base and the battery cover is closed.
- Total Communication Failure
- The touchscreen has lost its network and cellular connections.
- Restore Internet connectivity as soon as possible.
- Wiring Problem
- There is an issue with one or more of the hard-wired devices from your previous alarm system.
- Have you moved the sensor from its original location or wiring? If so, put the sensor back and reconnect its wires.
- If the problem persists, contact us.
