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What to do if Your Touchscreen Controller has Lost Network Connection

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If your XFINITY Home system or Touchscreen Controller has lost network connectivity or is in offline mode, certain features of your XFINITY Home service may not be fully functional. Follow the steps below to restore your connection as soon as possible.

Check the Basics

  1. Make sure the Touchscreen Controller is plugged into a working power outlet that isn't controlled by a light switch.
  2. Make sure 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. What does your Touchscreen Controller look like?
    • If your Home screen looks like the one below, tap the More icon (three dots at the upper-right) to open the More menu. Then, tap Settings and continue with step 5.
      Touchscreen Controller Home Screen - More icon at top right.
       
    • If your Home screen looks like the one below, tap Settings. Continue with step 5.
      Touchscreen Home Screen - Settings icon at right.
       
  5. Enter your Master Keypad Code.
  6. Tap Advanced Settings.
    Settings > Advanced Settings screen.
     
  7. Tap Reboot TouchScreen.
    Settings > Reboot TouchScreen screen.
     
  8. Enter your Master Keypad Code.
That's it - the Touchscreen Controller will take approximately one to three minutes to reboot.

Test Connectivity

Let's test whether or not these quick fixes have gotten you back online.
  1. What does your Touchscreen Controller look like?
    • If your Home screen looks like the one below, tap the More icon (three dots at the upper-right) to open the More menu. Then, tap Settings and continue with step 2.
      Touchscreen Controller Home Screen - More icon at top right.
       
    • If your Home screen looks like the one below, tap Settings. Continue with step 2.
      Touchscreen Controller Home Screen - Settings icon at right.
       
  2. Enter your Master Keypad Code.
  3. Tap Advanced Settings.
    Settings > Advanced Settings screen.
     
  4. Tap Connectivity.
    Settings > Connectivity screen.
     
  5. Tap Test Connectivity.
    Settings > Test Connectivity screen.
     
  6. Tap Next to start the test. If a connection passes the test, you will see a green check mark.
    Settings > Connectivity Test screen - testing broadband and cellular connectivity with green check marks at center screen.
     
  7. If you see a red X, follow the on-screen instructions.
    Troubles > Broadband Connection Diagnostics screen - red at center.
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Find this article at:

https://www.xfinity.com/support/home-security/xh-offline/

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