Check out these FAQs about the Security tab features, including Works with Xfinity, Xfinity Cameras and Self Protection in the Xfinity app.
Works with Xfinity
Xfinity allows you to seamlessly integrate smart home devices like locks, lights and thermostats in the Xfinity app, so that you can control these devices from the same convenient location where you control your home network. For more information, please see Works with Xfinity.
Can I control any smart home device from the Xfinity app?
You can only control device settings (e.g., changing the temperature) for devices that are compatible with the Xfinity app. You must link the device in the Xfinity app before you can control these devices.
How can I control compatible devices?
You’ll first need to link the device in the Xfinity app to make it appear in the controls area of the Security section in the Xfinity app. To link, select Security, then select the Add devices button. Once linked, you’ll be able to control these devices from the Security section of the Xfinity app.
For additional details, see Linking Works With Xfinity Devices in the Xfinity app.
Why is my device named differently in the WiFi and Security sections?
For our customers with xFi Gateways, the device name displayed in the devices list in the WiFi section is either the name set by the manufacturer, like a hostname or MAC address, or the nickname you gave your device when you set it up in the Xfinity app.
For smart home devices that use a bridge or hub to connect like Philips Hue, you won’t see the individual lights in the devices list in the WiFi section. You'll only see the hub or bridge, which is connected directly to your home network. The smart home device names that you’ll see in the controls section in Security are the names you use in the manufacturer’s app.
How do I rename a linked device?
To rename a linked Light, Thermostat or August Lock, please use the manufacturer app for that device. Once renamed, it should automatically update in the Xfinity app. If it doesn’t, close the Xfinity app and open it again. Locks paired in the Xfinity app, with the exception of August Locks, can be renamed on the Device Settings page.
Why isn’t my light, thermostat or August Lock responding when I try to control it?
If you’re changing settings for a device in the Xfinity app, but the device isn’t updating to reflect these changed settings, try the following troubleshooting steps:
- If you have an xFi Gateway, check the devices list in the WiFi tab in the Xfinity app to make sure it hasn’t been paused.
- Confirm you can control the device from the manufacturer app. If you can’t, reach out to the device’s manufacturer.
- Quit and relaunch the Xfinity app, then try to control it again.
- Try unlinking and relinking the device.
Note: Customers who are not subscribed to Self Protection with Xfinity Home will not be able to re-link their current devices if they are un-linked.
How can I troubleshoot an issue with my Yale or Kwikset Lock?
Check out Troubleshooting Yale and Kwikset Locks in the Xfinity app for troubleshooting instructions.
Xfinity Cameras and Self Protection
What is Self Protection?
Self Protection is an Xfinity Home service available to our customers with xFi Gateways that lets you keep an eye on your home on your terms with 24/7 Video Recording powered by a secure and reliable in-home WiFi network from Xfinity.
24/7 Video Recording automatically records video and sound* from compatible cameras connected to your Xfinity Home system and can be set to send you notifications when motion is detected. Learn more about 24/7 Video Recording.
*As part of our commitment to protecting your privacy, sound is turned off on your cameras until you turn it on.
Are there any equipment requirements to subscribe to Self Protection?
Self Protection requires a compatible xFi Gateway and at least one Xfinity Camera.
Which xFi Gateways are compatible with Self Protection?
Xfinity Cameras are compatible with the xFi Wireless Gateways (XB3) and xFi Advanced Gateways (XB6 and higher), excluding DPC3939 and TC8717.
How do I activate my Xfinity Camera?
Download the Xfinity app for free on the App Store or Google Play, then follow these instructions to activate your camera. If you'd prefer professional installation and activation, contact us to schedule an appointment.
Do Xfinity Cameras have sound?
Yes. Camera sound and the ability to use two-way audio for compatible Xfinity Cameras will be turned off until you choose to turn them on. If you have Xfinity Cameras with one-way or two-way audio, you can use the Xfinity app to turn on sound and use two-way audio. Learn about microphone and camera privacy.
I'm having problems with my camera or 24/7 Video Recording.
Learn how to troubleshoot camera and video issues.
How do I enable and manage motion notifications?
Learn how to enable and manage motion notifications.
Can I enable motion notifications for People and Deliveries on my Xfinity Camera?
No. Motion notifications for detected deliveries is only available for Xfinity Video Doorbells.
What is the share icon on my Camera screen used for?
You can use the upload icon to submit video and audio recordings from your camera. These recordings will be used to help train, test, evaluate and develop algorithms that improve the camera features. To submit a recording, select the desired camera thumbnail, then select a recorded clip from the timeline or list of recordings. Tap the share icon on the right-hand corner of the camera screen, and then select Submit video to improve cameras.
Where do the submitted recordings go?
When recordings are submitted, they’re sent to a development team for research and analytics purposes. The video isn't shared with anyone outside the development team.
I’m concerned about my privacy. If I submit a video and/or audio recording, will my data be shared?
No. Once submitted, videos aren’t linked to you or your account and are only used for internal purposes. Learn more about Xfinity’s privacy practices at xfinity.com/privacy/policy.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.