My living room light/outlet controller stopped working, so I went to my XH web portal and removed the device and its rules with the intention of pairing it again. I also have a spare controller that I intended to try if it still didn't work after re-pairing, to ensure it wasn't a hardware problem with the controller itself. The problem is, I don't see any links on my portal page to add new devices, as your related help video says there should be.
Your help video says to load my usual XH web portal (xfinity.com/XHPortal), login and then click "Settings". According to the video, a page should then display full of possible devices that can be paired and added to the system. There's no such screen displayed under "Settings" on my XH portal page.
If I recall correctly when I've added new devices before, I thought I had to go to xfinity.com/xhactivate to accomplish that, but I could be wrong. When I enter that URL now, I'm redirected to http://www.xfinity.com/home-security?CMP=ILCCOMCOM164881, which is nothing but a page full of offers to buy Xfinity Home packages.
So, how do I add a new device, has the process changed? The controllers themselves seem fine, when I plug them in with their buttons depressed their lights blink, waiting to pair.
This should be so easy, we're just talking about pairing a simple bluetooth device here! Everything with XH seems to be an uphill battle to get working ever since I signed up for the service.