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Saturday, September 14th, 2024 7:47 PM

XB8 upgrade causes the Xfinity Home doorbell to overheat and HomeSecurity Cameras to show offline on Mobile App not touchscreen

I just self-installed a XB8 Technicolor 2.0 as a swap from XB6 before. I setup a new SSID with different password. I am able to see the Xfinity Home Door bell and other Xfinity Home Security Cameras video fine on the couch screen control panel in the home. I am seeing two different things on the Xfinity mobile app on iPhone : 1. "Doorbell overheated" message while it is only 84 degrees outside. I have not seen that message even with 90+ degrees outside. 2. App shows the other security cameras as "offline" even though I can see their video on the touch screen. I called 1-800-XFINITY and followed the steps that the tech was able to perform but still no dice. They will send a tech to my home in a couple of days but wondering if anyone else saw an issue like this before?

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1 month ago

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user_qw8mra

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2 months ago

Has anyone answered this issue?  My doorbell also shows overheating. No way to contact a technician at Xfinity. 

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XfinityGabriel

Official Employee

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1.9K Messages

 

user_qw8mra, Hi there! Thanks for taking the time to reach out. This is definitely not the experience we like to hear about. I'm sorry for the inconvenience that the overheating has caused you and not being able to contact a technician. We can help schedule a technician appointment. To further assist, please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

 

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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2 months ago

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XfinityGabriel

Official Employee

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1.9K Messages

2 months ago

Hi, @xfnt! Thanks for reaching out and for upgrading to the XB8. I can understand the concern with the home doorbell overheating and the cameras showing online since upgrading the modem. I am truly sorry to learn about this experience. We are the right place to go for help. I am happy to hear that we could send a technician as the next best step towards getting this fixed. How did that appointment go?

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user_w1lq2r

1 Message

1 month ago

I have the same issue and I just installed it yesterday. And it’s not even hot yet!!! It’s 68F outside right now, early morning.

I should probably just return it and get something else 

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XfinityEricB

Official Employee

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1.7K Messages

 

user_w1lq2r We would be happy to troubleshoot with you about the message for the doorbell being heated after setting up a new XB8. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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

Like

Reply

1 month ago

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