Xfinity Home touchscreen controllers include cellular technology used to deliver alarm events to the central monitoring station when a broadband connection is not available.
Starting on Aug. 10, 2021, to ensure our touchscreens keep pace with changes to cellular networks, we’re providing upgraded cellular technology for select touchscreen models in the form of a replacement power adapter. The new touchscreen power adapter is being provided free of charge.
If your touchscreen is eligible for the upgrade, you'll receive notices by email or letters if your account doesn't have an email address on file.
FAQs
Touchscreen power adapter FAQs
How do I request a power adapter?
Please call 1-800-XFINITY and speak to an Xfinity Home Repair agent for assistance with ordering the power adapter.
Why do I need to replace my touchscreen power adapter?
Cellular network providers are upgrading their cellular networks nationwide. Your Xfinity Home touchscreen uses the cellular network as a backup connection whenever a broadband connection is unavailable. The replacement power adapter provides upgraded cellular connectivity. Without the replacement adapter, your system will be unable to provide professional monitoring services during WiFi or power outages.
How will the power adapter keep my home connected during a power outage?
The replacement power adapter includes a backup battery so that it can maintain its connection with the cellular network during power outages. Its battery is rated to last for 24 hours, just like the battery in the touchscreen.
Does my touchscreen need to be replaced?
No, once you have installed your new power adapter, your touchscreen will have access to the cellular network even after the 3G cellular network is shut down by the cellular providers.
Can I replace my touchscreen?
Yes, you can purchase a new touchscreen. To do so, you will also need to schedule a technician service visit for installation (at additional cost). This technician service visit would include the testing and re-certification of all Xfinity Home-installed devices currently connected to your home security system.
How will I know if my touchscreen needs a new power adapter?
You’ll receive notices at the email address on file for your account or letters from Xfinity Home if we do not have an email address for your account.
Do I need any special tools or knowledge to replace the power adapter?
No. We’ll send you a Self-Replacement kit with the adapter, installation instructions and any tools required. Replacing the adapter should take less than ten minutes.
Will this change how I arm or disarm my system?
No. There is no change how you access or use your Xfinity Home system.
Is there a cost?
No. There is no cost to you for the replacement power adapter.
What do I do with the old adapter?
Once you've successfully installed the new adapter, the old adapter is no longer required. Please do not dispose of the old adapter in the trash. Check with your local waste carrier or your municipality to learn where it can be recycled.