Using Xfinity Self Protection Urgent Response in the Xfinity app

Urgent Response is not professionally monitored home security.

Urgent Response allows a customer to initiate a call from within their Xfinity app to an Urgent Response Certified Professional after a customer verifies an event in their home and needs assistance.

Urgent Response is a feature of Xfinity Self Protection and subject to the Xfinity Residential Services Agreement, Xfinity Privacy Policy, and Self Protect Services Addendum.

Urgent Response is off by default and only available if it is customer-activated in the Xfinity app.  

Important information

While Urgent Response is not an alarm security system, some municipalities require an alarm registration/permit when requesting attention from authorities. It's your responsibility to check directly with your municipality to see if a registration/permit is required. If you require a registration/permit, you must update your permit information, both permit number and expiration date, in the manage your permit settings in the Xfinity app. For more information, visit How to obtain a permit for your Xfinity Home system or Self Protection Urgent Response feature through your local municipality.

Urgent Response Certified Professionals can only assist with calls made by authorized users from the phone numbers you register in the Xfinity app. See further instructions below.

Certified Professionals are not monitoring the alerts from your equipment. Certified Professional will not call you unless you initiate a call from within the Xfinity app, even if your service detects motion or is in Away mode.

You will only see the button to contact Certified Professionals when your Self Protection service is set to Away mode.

Note: If there is an emergency and you are not connected with a Certified Professional, hang up the phone and dial 911 immediately!

What you’ll need:

• Xfinity Self Protection
• Xfinity Internet
• An eligible Xfinity Gateway (XB6, XB7 or XB8)
• One or more of the following:
  
  • Activated Sensors for Xfinity Self Protection
  • An activated Camera with Person Alerts configured in Away Mode
• The latest version of the Xfinity app

Add Alarm Permit to Xfinity app

If your municipality requires a permit:

1. Select the gear icon near your Home and Away Modes’ Status located on the Security tab.
2. Select Away mode on the Modes settings page.
3. Scroll to the bottom to view the Urgent Response section.
4. Select Alarm Permit to enter or manage your Alarm Permit information.
5. If your permit has an expiration date, please add that as well, and you’ll be reminded in the Xfinity app when you should renew your permit.

Activating the feature

Urgent Response is available at no additional charge to all Self Protection customers. Urgent Response is off by default. To activate the feature, you must  perform the following steps:

1. Open the Xfinity app and navigate to the Security tab.
2. Locate the awareness card for the feature and select Learn about Urgent Response.
3. Read the additional information, then select Get Started.
4. The app will ask you to confirm your name, service address, and mobile phone number. Select Next to continue.
   • Ensure you are entering your personal mobile phone number to use Urgent Response. You can select Edit phone number to update the mobile phone number.  Urgent Response Certified Professionals can only assist with calls made from the phone number(s) entered.
   • Your service address is where emergency services will be sent should you request a notification to authorities.  If this address is incorrect, please contact Xfinity support to update.
5. The next screen will ask if you want to extend access to Urgent Response to others in the household.  You can authorize up to three others in your household who have the Xfinity app on their mobile device. Select Next to continue.
   • Select Add household member to authorize another user in your household to use Urgent Response.
   • You can update an authorized user and their mobile phone number by selecting Edit.  You can also remove an already added authorized user by selecting Remove this person.
   • These authorized users can use secondary accounts that have a manager role enabled.
   • Urgent Response Certified Professionals can only assist with calls made from authorized users on the phone numbers registered in the Xfinity app.
6. The app will inform you that a permit and/or registration may be required in your area. By selecting Enable Urgent Response, you acknowledge that it is your responsibility to check with your local municipality.
   Note: Urgent Response is not available in all jurisdictions.
7. Review the Xfinity Self Protection Services Addendum. Check the box to agree, and then select Agree and continue button.
8. Once Urgent Response has been enabled, you’ll be presented with a three-screen tutorial explaining how the feature works. You can access this tutorial anytime from the Away mode settings menu. Select Review how it works to begin. Show any other authorized users how to use the service.
9. Select Done to exit the tutorial and return to the Security tab.

Using Urgent Response

Once the feature is activated, Urgent Response is available when an alert is triggered and the service is in Away mode.

To receive alerts using the Urgent Response feature, you’ll need to:

1. Set your Home and Away Modes' status to Away mode.
2. If an alert is triggered and you want assistance,
   • Tap the Certified Professional icon.
   • To request assistance from local responders, you’ll need to clearly ask the Certified Professional to notify your local authorities.
   • Certified Professionals are not monitoring the alerts from your equipment. Certified Professional will not call you unless you initiate a call from within the Xfinity app, even if your service detects motion or is in Away mode
3. If an alert is triggered and you do not want assistance, cancel the alert or change your status to Home mode.

Adjusting settings for Urgent Response

To adjust settings for this feature:

1. Select the gear icon near your Home and Away Modes’ Status located on the Security tab.
2. Select Away on the Mode settings page.
   
   
   
3. On the Away mode settings page, scroll to the bottom to view the Urgent Response section.
4. There you will be able to configure settings related to Urgent Response. You can learn more about the feature, manage authorized people, manage your alarm permit, and remove Urgent Response.

Testing Urgent Response

Users should test their system upon initial activation and at least monthly or when you change the batteries in any of your devices. Testing periodically helps ensure your system is working correctly and is available when it’s needed.

To test Urgent Response:

1. While at home, open the Xfinity app and navigate to the Security tab.
2. Advise other household members you’ll be testing Urgent Response.
3. Select the gear icon near your Home and Away Modes’ Status located on the Security tab.
4. Select Away mode on the Mode settings page.
5. Test each device that you have configured to send alerts:
   • WiFi Motion
     
     • Approach WiFi Motion enabled device and make exaggerated movements for several seconds.
     • Check for an Alert notification and that the Urgent Response button appears.
     • Check that a motion detected event appears in activity.
     • Note: You may need to close and re-open the Recent Activity section to see the event.
     • Clear alert and remain in Away mode.
   • Door/Window sensor
     • Open or close a door or window that has a Door/Window Sensor.
     • Check for Alert notification, confirm Xfinity App mode widget is in Alert State.
     • Check that Opened/Closed event appears in activity.
     • Note: You may need to close and re-open the Recent Activity section to see the event.
     • Clear alert and remain in Away mode.
   • Motion sensor
     • Approach Motion Sensor and make exaggerated movements for several seconds.
     • Check for Alert notification, confirm Xfinity app mode widget is in Alert State.
     • Check that Motion Detected event appears in activity.
     • Note: You may need to close and re-open the Recent activity section to see the event.
     • Clear alert and remain in Away mode.
   • Camera Person Alert
     • Approach Camera and ensure you can clearly see the camera lens.
     • Check for Alert notification, confirm Xfinity app mode widget is in Alert State.
     • Check that Motion Detected event appears in activity.
     • Note: You may need to close and re-open the Recent activity section to see the event.
     • Clear alert and remain in Away mode.
   • If a device does not trigger an Alert, you can manage your settings in the Xfinity app by:
     • Selecting the gear icon near your Home and Away Modes’ Status located on the Security tab. 
     • Selecting Away mode on the Mode settings page. 
     • Configuring Person Alerts and which devices you wish to send an alert.
6. Test calling a Certified Professional using the Urgent Response Feature to ensure your mobile phone is authorized and can connect to Xfinity Smart Home’s Certified Professionals.
   • Select the gear icon near your Home and Away Modes’ Status located on the Security tab.
   • Select Away mode on the Mode settings page.
   • Trigger an alert on one of the devices that you have configured to send alerts that you just tested above and confirmed is in working order
   • Select the Certified Professional icon.
   • Inform the Certified Professional you are conducting a test of the Urgent Response feature.
   • Confirm with a Certified Professional that you are calling on an authorized mobile phone number.
7. Advise other household members you’ve completed testing your Urgent Response system.

Deactivating Urgent Response

You can turn Urgent Response on and off easily any time.

To deactivate Urgent Response:

1. Open the Xfinity app and select the Security tab.
2. Select the gear icon near your Home and Away Modes’ Status.
3. Select Away on the Mode settings page.
4. Locate and select Remove Urgent Response.
5. Confirm you wish to remove Urgent Response and will inform household members of the change and its impact.

Note: Remember, even if Urgent Response is on, you will only see the option to contact Certified Professionals when your system is in Away mode. 

Troubleshooting Urgent Response

Issue	Troubleshooting steps
How can I confirm the feature is activated?	Open the Xfinity app and select the Security tab. Select the gear icon near your Home and Away Modes’ Status. Select Away. Scroll down and look for a section for Urgent Response. If it is present, it means the feature has been activated.
Urgent Response Certified Professional told the caller they are not an authorized household member.	When setting up the feature, the activation flow will allow you to extend access to Urgent Response to others in the household. Only household members you have authorized and whose phone number you have registered will be able to request assistance from Certified Professionals.  Authorized users must be using a mobile device to access the Xfinity App and use the Urgent Response Feature. Ensure that the authorized user’s device is not a tablet. Confirm that the household member’s phone number is accurate in the list of authorized people. Update list of authorized people. Confirm that the household member has the correct role enabled when accessing the Xfinity app. Authorized users can use secondary accounts that have a manager role enabled. In case of emergency, if a user is not able to connect with a Certified Professional, they should hang up and dial 911.
Urgent Response Certified Professional told a user they are unable to notify authorities without a valid permit.	You must have obtained a valid alarm permit from your municipality and entered the information in the Xfinity app. Check that you have a valid permit entered in the Xfinity app. If you have a permit entered, contact local municipality regarding the status of your permit. In case of emergency, if a Certified Professional is not able to connect you to local authorities, you should hang up and dial 911.