Xfinity Home Alarm System User Manual

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Xfinity Home Alarm System User Manual


Five ways to manage your system

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 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 username 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
  •  View the weather
  • Send an emergency alarm


Online Subscriber Portal
Log in to the Subscriber Portal to manage your system and account settings in greater detail from your computer:

  •  Update emergency contacts
  •  Personalize Keypad Codes for family, friends and anyone who needs access to your home
  •  Update your alarm permit number (if applicable)


 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:


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.

Arm your system: 

  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

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

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 verification contacts before contacting the authorities.

Important Keypad Codes

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, Subscriber Portal and any device with the Xfinity Home app.
  • Add, change and delete Secondary Keypad Codes.
  •  View and change all Touchscreen Controller settings.

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.

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 mobile app.
  2.  Under Settings, click Security and scroll to Emergency Dispatch Setup or Emergency Verification Setup.
  3.  Click Add Contact.
  4.  Enter the contact information and press Save.

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

How to prevent false alarms

False alarms can pull first responders away from real emergencies, and sometimes result in files 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 Home Battery Replacement 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.


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