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user_zancuu
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Monday, October 21st, 2024 7:14 PM

camera support

Hello. Recently for the past 2 weeks my front door camera keeps disconnecting at least two or three times per day. I get a notification from the app that the camera is offline while I am at work. Then later in the day it says that the camera is back online. Can someone log into my router to see why this is happening? Perhaps to review the log files? This is the first time this has been happening to this camera. Please review my account for details. Thanks.

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28 days ago

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XfinityDilary

Official Employee

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1.8K Messages

29 days ago

Thanks for posting on our Community Forums, user_zancuu. I'm sorry to hear you're having issues with your security camera. I understand it can be frustrating to lose connectivity randomly. Especially if the issue is with your home security. Your home protection is extremely important to us, and we'll do our best to help. Let's troubleshoot further and get to the bottom of this. Have you tried any troubleshooting steps so far? Such as restarting the security camera from our Xfinity app or Xfinity Home app? You can also check our "Xfinity Camera and Video Doorbell troubleshooting article" for more information. 

 

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user_zancuu

10 Messages

I'm currently at work and unable to troubleshoot, but I think I've identified the issue. Yesterday, I used the Xfinity chatbot to run a diagnostic, and it detected three Google Minis connected to the Xfinity router. The diagnostic seems to have placed these Minis into bridged mode, which is why the only Wi-Fi networks appearing at home are those from the Google Minis. I had to manually enter the Wi-Fi login and password for the Google Minis on our phones, TVs, and laptops, and they now connect without any issues. To restore connectivity to our cameras, I believe I need to update their login and password settings.

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29 days ago

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XfinityShawn

Official Employee

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1K Messages

 

user_zancuu We appreciate that update. Let us know if you still have any issues after updating their login and password settings. 

 

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28 days ago

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user_zancuu

10 Messages

I had to manually reset the cameras. After doing so, I updated them with the new Wi-Fi name and password, and then both cameras came back online.

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28 days ago

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XfinityRoberto

Official Employee

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1.5K Messages

@user_zancuu, I am happy to hear that you were able to get the Cameras back online. I apologize for any inconvenience this may have caused you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

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