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Urgent Response: Get help when you're away from home

Urgent Response is an optional add-on for your Rogers Xfinity Self Protection plan. For a small monthly fee, it gives you 24/7 access to trained agents who can assess a situation and connect you to local emergency services if needed.

Note: This is a self-monitored service and not a replacement for professionally monitored home security or 9-1-1 in life-threatening emergencies.

How it works

When your system is in Away Mode and detects motion:

  1. You’ll receive an alert in the Rogers Xfinity app.
  2. Open the app and select Urgent Response.
  3. A trained agent will speak with you to confirm your identity, assess the situation, and contact local authorities if needed.

Benefits

  • Get help while travelling, even outside your municipality or country.
  • No need to search for local emergency numbers near your home address.
  • Quick access to trained agents through the app.
  • Designed for burglary or suspicious activity (not for fires or medical emergencies).

Before you use Urgent Response

Make sure:

  1. Your app is updated to version 5.54.1 or later.
  2. You have 24/7 Video Recording or sensors enabled.
  3. Urgent Response is added to your plan and activated.
  4. Your phone number is up to date in the app.
  5. You’ve added any required info in the app.
  6. Your system is set to Away Mode.

Note: Remember, this service is not a replacement for 9-1-1 in life-threatening emergencies.

Managing Urgent Response

What else do I need to know?

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