Xfinity Home alerts

Your Xfinity Home system lets you know if there's a problem with a device connected to your alarm system. You’ll receive Xfinity Home alerts notifying you when a device or connection needs attention. Learn more about managing alert messages and potential resolutions below.

Is your Xfinity Home system offline?

What you'll need:

• Xfinity Home
• Access to your Xfinity Home touchscreen

Xfinity Home alerts

Alerts let you know when a device or connection in your Xfinity Home alarm system needs attention. You can manage these alerts on the Xfinity Home app and Xfinity Home touchscreen. See how to manage these alerts below. These alerts are different than alarms and notifications you receive informing you of activity in your home. These alerts notify you have an issue with your alarm system and devices.

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 and can be accessed from the Notification Center.

Note: Xfinity Home has a Do Not Disturb feature you can use to automatically mute the audible alert for most trouble messages. This prevents interruptions during times when you may be asleep or otherwise don't want to be disturbed. This feature doesn’t block or change your security or alarm settings — only the alerts related to issues with devices and their connection to your system.

Check if there's 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.

Note: 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:
  • Devices are plugged in to working power outlets that aren't controlled by a light switch.
  • All power cords are securely connected to the devices.
  • A circuit breaker in your home hasn't tripped.
• Check that all modem, router, gateway connections are secure.
• Confirm your account is up to date.
  • Late payments can cause service interruptions.
• If you're using the Xfinity Home app, make sure your phone can connect to the internet using WiFi.

If none of the above resolves the issue, 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

Please find the related alert message in the designated sections below.

Battery and power loss

Alert message	Notes
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 didn’t start properly. Restart the device by removing and replacing the batteries.
Near Low Battery	The device battery is getting low. Replace the batteries within 10 days.
Low Battery, Low Battery Detected	The device battery is getting low. Replace the batteries as soon as possible.
Lost Power	The external power for a device has been lost. Restore power as soon as possible to avoid draining the device's batteries.
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.

Communication and connection

Alert message	Notes
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.
Network Connection Failed	The touchscreen has lost its network connection. Restore Internet connectivity as soon as possible.
Lost Connection to Camera	The touchscreen has lost its network connection. Restore Internet connectivity as soon as possible.
Total Communication Failure	The touchscreen has lost its network and cellular connections. Restore Internet connectivity as soon as possible.
Broadband Loss, Broadband Connection Failed	The touchscreen has lost its network connection. Restore Internet connectivity as soon as possible.

Senor and wiring

Alert message	Notes
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.
Low Temperature	The temperature around the device is too cold for normal operation.
Power Unknown	The touchscreen is having a problem. Make sure 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. To reset the sensors, the system must first be disarmed.
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.
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.