Forum Discussion

cyprian's avatar
cyprian
New Contributor
5 years ago

Home life app and web cam

I have a minimal installation of Homelife -- a door sensor and a camera. I signed up for a bundle. However, the camera has not worked. I constantly get a "communication failure" message on my iPhone app. I have had a tech out twice and they don't know what the issue is. We swapped out the camera, but that did nothing. This is pretty frustrating and I would like to figure it out. 

I tried to cancel the service, but that would make my bill go up.

7 Replies

  • preazin's avatar
    preazin
    New Contributor

    I would make them come out again until they get it working.  They don't expect you to pay for something that has never worked.

  • KevinM2's avatar
    KevinM2
    Former Moderator
    Hi Cyprian, we value your feedback, and we cannot apologize enough for the ongoing issues involving the camera. I have submitted an escalation to have our HomeLife Technical team reach out to you regarding this issue. If you have any questions or concerns, please feel free to email us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
  • MaryF's avatar
    MaryF
    Former Moderator

    Hi Cyprian,

    We show that a Homelife Specialist reached out to you.  Please let us know if you have any other questions or concerns.  

    Mary

    Cox Support Forum Moderator

  • kevrose25's avatar
    kevrose25
    New Contributor

    I am having the same the issue with our home life app showing communication failure on all three cameras. We can't even turn off our LED bulb through the app either. The only thing we can do is the thermostats.We had a tech out on Saturday morning to replace the router for the cameras. We had the homelife security setup on Monday. The cameras were working just last week in the app. Help!!!

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Kevrose25, this is not the type of experience we want for our customers, and I have escalated this case to our Homelife Team to have reviewed. An associate should be reaching out to you within 72 business hours, and we will be keeping a close eye on this escalation here in Social Media. -Kevin M. Cox Support Forum Moderator
  • wcurly's avatar
    wcurly
    New Contributor

    What solution did they find for you? We are having the same issue. 

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Wcurly, I have submitted a request on your behalf to have an associate from our Homelife Technical Support Team reach out to you, regarding issues with the camera. If you have any additional questions or concerns, please feel free to reach out to us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator