Support XFINITY Home XFINITY Home: Manage Emergency Dispatch Contacts

Introduction

This process will show customers how to make changes to their Emergency dispatch contacts and Call to Verify and Call to Notify numbers via the Subscriber Portal.

Note: This FAQ is for all XFINITY Home - Secure customers. However, if you live in the Houston, Texas area and purchased XFINITY Home prior to November 16, 2011, please see XFINITY Home for customers in the Houston, Texas area installed before November 16, 2011.

If you do not have a TouchScreen, please see our XFINITY Home - Control page.

We are redesigning our XFINITY Home Subscriber Portal for XFINITY Home - Secure customers. As of June 3, 2015, there will be the option to preview the new XFINITY Home Subscriber Portal. Please see the instructions below and select the version that you are using, either the Current version or the Preview version.

Add Emergency Contact - Current Version

  1. Select Emergency Dispatch Setup from the drop-down menu under the Security tab.
    Security Tab - emergency dispatch setup selected
     
  2. Click ADD CONTACT.
    XFINITY Home Subscriber Portal Security tab - Add contact button
     
  3. Select the call order, either first or second.
  4. Enter the first and last name of the contact and the phone number (without spaces or dashes)
  5. Select the type of number from the drop-down menu. Choose from Home, Mobile or Other.
  6. Select the radio button for the type of contact. Choose from Verify alarm before calling police or Notify after police called.
  7. Complete all information and click Save to add. Or, click Cancel to exit without saving.
    Add emergency contact screen - name and phone number fields, radio buttons for when to call

Add Emergency Contact - Preview Version

  1. Select the Settings icon (wheel) and scroll down to Emergency dispatch setup.
  2. A Verification Contact will be contacted in order to verify the emergency when an alarm is triggered. A Notification Contact will be notified once the emergency has been verified and the police are on their way. Click Add Contact under either the Verification or Notification section.
    Subscriber Portal Preview Version - Security screen shows fields for Emergency dispatch setup
     
  3. Enter the first and last name of the contact and the phone number (without spaces or dashes).
  4. Select the type of phone number from the drop-down menu. Choose from Home, Mobile or Other and click Save.
  5. Click on the X to cancel your entry.
    Emergency dispatch setup screen shows fields for entering contact information.

Edit Emergency Contact - Current Version

  1. Select Emergency Dispatch Setup from the drop-down menu under the Security tab.
    Security tab - Emergency dispatch setup selected 
     
  2. Click the pencil icon next to the contact you want to edit.
    Emergency dispatch setup screen
     
  3. Edit the field(s) you want to edit and click SAVE to complete. Click CANCEL to exit without saving.
    Edit emergency contact screen - name and phone number fields

Edit Emergency Contact - Preview Version

  1. Select the Settings icon (wheel) and scroll down to Emergency dispatch setup.
    Subscriber Portal Security screen shows fields for emergency dispatch setup.
     
  2. Click the Edit (pencil) icon next to the contact you want to edit.
  3. Edit the field(s) you want to edit and click Save to complete. Click X to exit without saving your changes.
    Subscriber Portal Security screen shows editing of emergency dispatch contact information fields.

Delete Emergency Contact - Current Version

  1. Select Emergency Dispatch Setup from the drop-down menu under the Security tab.
    Security tab - Emergency dispatch setup selected
     
  2. Click on the trash icon next to the contact you want to delete.
    Emergency dispatch setup screen
     
  3. Click YES to delete the contact. Click NO to exit without deleting.
    Confirm emergency contact delete screen with Yes and No buttons at bottom.

Find this article at:

http://customer.xfinity.com/help-and-support/home-security/manage-emergency-dispatch-contacts/