XHS QSG 0722 Xfinity Home User Guide

XHS QSG 0722 Xfinity Home

The Xfinity Home system is designed to provide you with a safer home that fits your life. This guide will help you set up and customize your system to get the most out of your services.

Get the most from your services:
Browse the resources below to get the full benefits of your Xfinity Home system.
Need more info? For helpful product information, FAQs and more: xfinity.com/support/home-security.
Set up your online account by signing into the Xfinity Home app
Questions about your bill? Go to My Account for information on your service plan, features and billing: xfinity.com/myaccount.
Purchase additional equipment: Visit xfinity.com/home- security/devices or call 1-800-Xfinity.

IMPORTANT: Check with your municipality to see if you are required to obtain an Alarm Permit for your home security system. If your home requires one, please update your account with the permit number and expiration date in the Xfinity Home app. Tap More, Settings and scroll to Permit Registration. Tap Add Information to add the requested information. For more information, visit xfinity.com/home-security.

Getting Started

Before setting up your system, check with your municipality to see if you need an Alarm Permit. If required, update your account with the permit number and expiration date in the Xfinity Home app.
To set up your system, follow these steps:

• Download the Xfinity Home app on your mobile device.
• Sign into the app to create your online account.
• Use the app to customize features and create rules for your system.

If you have questions about your bill or need additional product information, visit xfinity.com/support/home-security or call 1-800-xfinity. To purchase additional equipment, visit xfinity.com/home- security/devices or call 1-800-xfinity.

Managing Your System

With Xfinity Home, you can manage your system from anywhere using any of the following methods:

• Xfinity Home app: Download the app on your mobile device to access your system and customize rules.
• Xfinity X1: If you subscribe to X1, use the Xfinity Home app on your TV to control your system using the X1 Voice Remote.
• Touchscreen Controller: This hub communicates directly with your devices and the Professional Monitoring Station. It allows you to arm/disarm your system and monitor system status.
• Wireless Keypad: This device allows you to arm/disarm your system and can be placed anywhere in your home.

Four ways to manage your system at home and on the go

With Xfinity Home, you can access your system from anywhere, on any device. Use any of the methods on this page to arm/disarm your system, monitor system status, review the latest activity and view live or recorded video.

Xfinity Home app
Download the Xfinity Home app to access your system on your mobile device and customize rules.

• The app will ask for permission to add the Xfinity Home SMS and Professional Monitoring Station phone numbers as contacts to your device. This allows your device to quickly identify text messages from Xfinity Home if your security alarm goes off or there is an important message. Tap OK.
• Once the app is installed, sign in using your Xfinity ID and password and set up Touch ID, Fingerprint ID, or Face ID, if applicable.

Xfinity X1
If you subscribe to X1, you can use the Xfinity Home app on your TV to control your system from the comfort of your couch. The X1 Voice Remote allows you to access your system using your voice!

Touchscreen Controller
This hub is a critical part of your security service. It communicates directly with your devices and with the Professional Monitoring Station, and it allows you to:

• Manage your system settings
• Personalize Keypad Codes for family, friends and anyone who needs access to your home
• Send an emergency alarm

Wireless Keypad
Your system may include a wireless keypad. This device can live anywhere in your home and allows you to arm/disarm your system.

Arm and disarm your system

Your system responds differently depending on which arm setting you choose. Learn the meaning of the three arm settings and when to use each one:

Arm your system:

Xfinity Home app| 1.        Open Xfinity Home app

2. On the Home screen, tap Disarmed

3. Tap Stay , Away or Night

4.        Enter your 4-digit Master Keypad Code or use your Touch ID, Fingerprint ID or Face ID

---|---
Xfinity X1| 1. Press the Xfinity button on your remote
2. Open Xfinity Home in Apps
3. Select Security status and press OK
4. Select Stay , Away or Night and press OK
5.Enter your 4-digit Master Keypad Code
Or use your X1 Voice Remote. Just press the Microphone button and say “Xfinity Home Arm.”
Touchscreen Controller| 1. Tap Ready on the Home screen
2. On the Security screen, tap Press to Arm
3. Tap Stay , Away or Night
4.Enter your 4-digit Master Keypad Code
Wireless Keypad| 1. Select Stay , Away or Night
2. Enter your 4-digit Master Keypad Code
3. The selected arm-state button will turn red when activated

Here is how your system responds to each arm setting:

Important arm/disarm information
The Professional Monitoring Station is immediately notified of any sensor trip. Entry/Exit delay refers to the time allowed to disarm the system before the alarm is processed by the Professional Monitoring Station for the possible dispatch of authorities. Entry delays occur when a door is opened while the system is armed and Exit delays occur immediately after arming the system. Entry/Exit delay is configurable by a technician. In Night mode, motion sensors are not activated by default, but your technician can reconfigure these settings at installation upon request.

Disarm your system:

Xfinity Home app| 1. Open Xfinity Home app
2. On the Home screen, tap Armed
3.Enter your 4-digit Master Keypad Code or use your Touch ID, Fingerprint ID or Face ID
---|---
Xfinity X1| 1. Press the Xfinity button on your remote
2. Open Xfinity Home in Apps
3. Select Security status and press OK
4. Select Disarm and press OK
5.Enter your 4-digit Master Keypad Code
Or use your X1 Voice Remote. Just press the Microphone button and say “Xfinity Home Disarm.”
Touchscreen Controller| 1. Tap Disarm on the Home screen
2. Enter your 4-digit Master Keypad Code
Wireless Keypad| 1. Enter your 4-digit Master Keypad Code within the Entry/Exit delay timeframe

How your alarm works

In the event that your alarm is triggered, this is the chain of events you can expect.

• Alarm triggered. Based on your settings, you’ll receive a text, email and/or app notification. If you know this is a false alarm, cancel via the mobile app using your Master or Secondary Keypad Code. If canceled, you will not receive a call.
• If the alarm is not canceled, our Professional Monitoring Station will attempt to call you. If they can’t reach you, they’ll try your emergency verifi cation contacts before contacting the authorities.

Important Keypad Codes and Passcodes

These are the codes you and your family need to know in order to control your security system. Go to page 15 of this guide to write in codes for future reference.

Master Keypad Code
Your Xfinity Home system can have only one Master Keypad Code; this code allows users to:

• Arm and disarm the system
• Cancel an alarm from the Touchscreen Controller and any device with the Xfinity Home app
• Add, change and delete Secondary Keypad Codes
• View and change all Touchscreen Controller settings

You let the Professional Monitoring Station know it’s a false alarm and provide your passcodes

We notify the authorities and your emergency dispatch contacts:

• If we cannot reach you
• If we reach you and you confirm it’s an emergency

If you live where visual verification of an alarm is required by law, our Professional Monitoring Station must first dispatch private patrol personnel to verify any alarm that is not canceled or confirmed before they can notify the authorities. The patrol personnel doesn’t prevent criminal activity or offer protection, they just provide verification of a security breach.

Secondary Keypad Codes
You can add Secondary Keypad Codes for family members or friends who only need limited access to your system. Secondary Keypad Codes cannot be used to add, change or delete other codes.

Central Station Passcode
This security feature allows you to identify yourself or someone you trust to the Professional Monitoring Station in the event of an alarm. In addition to your Keypad Codes, you must choose your verbal password during your initial system setup, but you can easily change it whenever you’d like.

Quick Tip: If you are in a duress state during a triggered alarm situation and provide the wrong Central Station Passcode to the Professional Monitoring Station, they will notify the authorities.

Make sure your emergency contacts know your Keypad Codes and Central Station Passcode to ensure they can respond to any triggered alarm.

Updating your emergency contacts

Your Emergency Verification Contacts will be called if the alarm is triggered. Your Emergency Dispatch Contacts will be notified when an emergency has been verified and authorities are on their way. It is critical to keep both updated. It’s easy to set up or change your emergency contacts:

1. Log in on the Xfinity Home app.
2. From the toolbar tap More, Settings, Contacts and scroll to Emergency Verification Contacts or Emergency Dispatch Contacts.
3. Click Add Contact. If replacing an existing contact, tap the pencil icon next to the contact to be replaced. When updating the Emergency Verification Contacts, you will first need to enter the Master Keypad Code.
4. Enter the contact information and tap Save.

Make sure your emergency contacts know your Keypad Codes and Central Station Passcode so they can respond to any triggered alarm.

Quick Tip: Be sure to add the Professional Monitoring Station phone number – 844-382-9363 – to your contacts to recognize our call in case of emergency

Customize your system by setting rules

Rules are personalized commands designed to control your home’s devices. You can create rules based on your lifestyle for simpler, more efficient home management.

Create a rule:

1. To get started, log in to the Xfinity Home app.
2. From the toolbar, select Automation.
3. Select Add a Rule or the + icon in the top right.
4. Follow the on-screen prompts to create your customized rules.

Rule examples:

• Scenario 1: Want to know when the kids made it home after school? Add a rule to receive a text when the front door opens in the afternoon.
• Scenario 2: Add a rule to receive a text message about your system status.
• Scenario 3: Add a rule for the front-door camera to take a video when the door is opened after midnight.

How to prevent false alarms

False alarms can pull first responders away from real emergencies, and sometimes result in fines from local authorities.

1. Assess the activity in your home
   If you expect activity inside your home, set your system to Stay to deactivate your motion sensors. If you are away, set your system to Away and be sure to keep your motion sensors away from large fans, heaters, curtains and plants.

2. Download the Xfinity Home app
   You can use the app when you’re away from home to quickly verify an alarm, and if needed, cancel an emergency dispatch.

3. Know how to cancel an alarm
   If an alarm is unintentionally tripped, you can cancel the alarm by disarming the system with the Xfinity Home app, the Touchscreen Controller or the Wireless Keypad. If the Professional Monitoring Station calls, you can also cancel using your Central Station Passcode.

4. Keep emergency contacts updated and informed
   In the event of an alarm, if your primary contact does not answer, we will try to reach your emergency verification contacts. Contacts must know the Central Station Passcode to cancel the alarm.

5. Monitor and change sensor batteries
   The Touchscreen Controller will alert you when sensor batteries are low. Visit xfinity.com/xfinityhomebatteryreplacement to learn how to replace a low battery.

6. Test your system
   Testing your alarm every month ensures that your system is working properly and is ready to respond to any issues. Use the alarm-test mode when testing the system or changing batteries in your devices to avoid setting off a false alarm.

Get to know your equipment

Xfinity Home makes it easy to look after your family, your home and your valuables from anywhere. Take a closer look at the components and equipment that keep your system running smoothly.

Available Equipment:

• Door/Window Sensors
  Sensors detect when a door or window is opened. Set rules to receive real-time text and email alerts when this happens.

• Motion Sensor
  Detect any unexpected motion in the home while you’re away. Set rules to get real-time alerts of activity or trigger an action in other connected devices, like turning on lighting or recording video clips.

• Wireless Keypad
  This device allows you to arm/disarm your system.

• Touchscreen Controller
  This is your central hub that connects all of your Xfinity Home devices and connects to the Professional Monitoring Station.

• Yard Sign and Window Decals
  Display your Xfinity Home yard sign and window decals in prominent locations so others know your home is protected.

• Indoor/Outdoor Camera
  View live video feeds from anywhere to check in on what’s happening at home. By purchasing 24/7 video recording, you can rewind, review and share footage saved in the cloud.

• Video Doorbell
  Never miss another delivery with the Xfinity Video Doorbell, which provides 2-way audio for clear communication to anyone who comes to your door. Monitor your front door from wherever you are through the Xfinity app.

• Smart Thermostat
  Adjust your thermostat remotely. A thermostat solution that learns your home and makes adjustments based on your preferences and the weather.

• Smoke Detector
  When an alarm is triggered, your Smoke Detectors alert the Professional Monitoring Station, which will notify emergency personnel for you, even if you aren’t home.

• Outlet Controller
  This device allows you to control lights and small appliances remotely, or set rules to connect it to other devices.

• Other Partner Devices
  Xfinity Home works with other popular smart devices like door locks, lighting, thermostats and more that seamlessly integrate into your system for one personalized platform using your Xfinity Home app.

FAQs

How do I replace batteries in my door/window sensors?

1. Make sure your system is in disarm mode and test mode before replacing batteries.
2. Remove cover from the sensor to expose the battery. The battery is in the larger compartment of the sensor attached to the window or door frame.
3. Note the position of positive and negative on the existing battery.
4. Remove and replace battery with the new one.
5. Replace the cover on the sensor. When you open a door/window sensor to replace the battery, your Xfinity home system will alert you that the sensor is being tampered with. Don’t worry! The tamper alert will clear when you re-assemble the sensor to the base or replace the battery cover. If the sensor comes off the door or window, it can be re-attached with double-sided tape.

My system has lost network connectivity. How do I restore it?

1. Make sure the Touchscreen Controller is plugged into a working outlet that isn’t controlled by a light switch.
2. Check that the power cable is plugged securely into the back of the Touchscreen Controller.
3. Make sure the Touchscreen Controller is in its originally installed location. Never move the Touchscreen Controller from its original location.
4. Reboot the Touchscreen Controller. Tap the Settings icon (gear icon at the upper-right corner). Then tap Security.
5. Enter your Master Keypad Code to access your system’s settings menu. Tap the Advanced Settings option, followed by the Reboot Touchscreen option.
6. Follow the onscreen prompts. The Touchscreen Controller will take approximately one to three minutes to reboot.
7. Once restarted, if the Touchscreen Controller is still displaying the lost network connection alert, you may need to reboot your wireless gateway

How do I test my system?
NOTICE: Be sure to contact the Professional Monitoring Station (1-800- 455-1207) to let them know you are testing your alarm. Make sure all doors/ windows with sensors are closed and that Motion Sensors haven’t been triggered for about two minutes.

1. Go to your Settings and enter your Master Keypad Code.
2. On the categories screen, tap Security and then tap Alarm Test.
3. Tap Disabled to enable messaging, then tap Next. Or just tap Next to leave messaging disabled.
4. Tap Arm. You’ll hear an alert beep and the Arm button will change to System Armed. The system is now armed in Test Mode.
5. Tap Next. Test each security zone by tripping the sensors. You’ll be able to see which zones you’ve tripped.
6. When you’ve tested every zone, tap Disarm.
7. Contact the Professional Monitoring Station to be sure they’ve received the alarms. If all alarms have been received, let them know that testing is complete. Your system will automatically exit the Alarm test after 30 minutes.

For more troubleshooting help, visit xfinity.com/support/homesecurity

Please keep this information in a safe place.
Learn more about your codes and emergency contacts

• Xfinity ID: __
• Xfinity Account Password: __

Don’t have a username and password?
Go to: xfinity.com/getstarted

• Master Keypad Code: __
• Secondary Keypad Code: __
• Central Station Passcode: __
• Emergency Verification Contact 1: _____
• Emergency Verification Contact 2:  ___
• Emergency Dispatch Contact 1: __
• Emergency Dispatch Contact 2: __

Restrictions apply. Features may vary depending on level of service. Camera required to view video. Thermostat required for thermostat control. Standard data charges apply to app download and usage. Check with your carrier.
See www.xfinity.com/home-security for current list.

References

• Homeowners Insurance: Get a Quote in 60 Seconds - Hippo
• Smart Home Security Systems and Monitoring | Xfinity Home
• Home Security | Xfinity
• XFINITY | My Account | EcoBill® Online Bill Pay
• Home Help and Support | Xfinity by Comcast
• Replace the Batteries in Your Xfinity Home Devices - Xfinity Support

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