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#27
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Xfinity Home Security (Comcast)

Similar to: Frontpoint Security

Our Score
6.2
User Score
2.0
Our Score
6.2
User Score
2.0
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$29.95

Install & Equipment Fee

$49.95-800

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

439

This Review is maintained by Chase Sagum

Review Last Updated: June 7, 2019

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.8
$19.99-42.99
$0

#2

7.0
$34.99-49.99
$99

#3

4.7
$29.99-45.99
$99

#27
rkSLisrAPIpwRBxXvrjwFQ9KcTcG334U2t7ReVAi

2.0
$29.95
$49.95-800

The Good

  • Enhanced Professional Monitoring
  • Alarm Mode Options
  • Xfinity Home Mobile App


Enhanced Professional Monitoring

Xfinity Home security systems offer around-the-clock professional monitoring. This specific type of security monitoring allows customers to get notifications anytime.

Alarm Mode Options

Customers can get a few different home automation Xfinity alarm modes with their home security system: Arm away, Arm stay, and Arm night.

  • Arm away alarm mode allows the customer to enable their home motion sensor when they are in the process of leaving their home.
  • Arm stay alarm mode allows the customer to arm their home security system while they are in their home. This system ensures that customers can move freely throughout their home while the system is armed.
  • Arm night alarm mode allows customers to get alerts if their perimeters are breached while the motion sensor for their home is disabled.

Xfinity Home Mobile App

Xfinity offers customers an app that allows customers to receive real-time alert notifications on their devices and allows them to control their home from wherever they are. Customers can control their thermostat, their lights, and more. The app also gives customers live video monitoring of their home at no extra cost. Customers do need to purchase xfinity security cameras, however, in order to obtain live video monitoring. Those who choose to purchase the live video package will get the indoor outdoor camera. Xfinity Home offers a camera with recording package as well that customers can choose.

The Bad

  • Two-Year Contract & Fluctuating Prices
  • Additional Xfinity Services Required
  • Core Customer Service Complaints

Two-Year Contract & Fluctuating Prices

Xfinity Home security requires a two-year contract at minimum. This is very similar to other service providers in the market but with one major difference. Xfinity contractually reserves the right to increase customers’ monthly monitoring fees after the first year of service, that’s why the cost for 24/7 professional monitoring is listed as “29.95/month for 12 months” out of a 24-month contract. 

Additional Xfinity Services Required

In order to get access to Xfinity Home Security, customers have to first utilize other Xfinity services. For the most basic home security package, customers are required to have their high-speed internet service. For the more comprehensive home security package, customers are required to have one of their “home packages” which includes a bundle of both internet and TV services. Because of these requirements, it creates a situation where customers are paying much more each month then they may have originally planned just to get access to Xfinity home automation.

Those who want to add on equipment to their 24/7 monitoring service will need to purchase devices individually:

  • Door/window sensor: (1) $49.95; (3) $129.95; (5) $199.95
  • Indoor/outdoor camera: $1995.95
  • Motion sensor: $49.95
  • Outlet controller: $49.95
  • Smoke detector: $99.95
  • Zen Thermostat: $199.95

Core Xfinity Customer Service Complaints

Former and current Xfinity customers on the home security side have complained of problems with delays of service, billing issues resulting in extra fees, and poor Xfinity customer service over the phone. A majority of the consumer reviews we have received regarding Xfinity have been negative experiences with the home security service.

View Top-Rated Home Security Companies

The Bottom Line

As a home automation provider, Xfinity security does not compete with other companies. For starters, there have been several negative Xfinity home security reviews and Xfinity does require customers to sign a two-year contract, and tends to fluctuate with prices. Additionally, customers must obtain extra services in order to get access to Xfinity home security systems.

We recommend reading Xfinity Home reviews and looking at a more cost-effective solution that gives you an equal amount of home security technology but at much better pricing and with much better levels of customer service. Companies such as Frontpoint Security and Protect America.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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439 Xfinity Home Security (Comcast) Reviews

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  1. User Score
    0
    October 12th, 2018 Arlington, VA
    3 people found this review helpful!
    Could not wait for my 2 year contract to end. Bad, Bad, Bad customer Service!
    Read More
  2. User Score
    0
    October 4th, 2018
    3 people found this review helpful!
    Absolutely horrible service. I was over charged, the equipment didn’t work properly, and the technician didn’t explain the contract properly! Do not use this company ever!!!!
    Read More
  3. User Score
    0
    September 24th, 2018
    7 people found this review helpful!
    my xfinity home security system was not properly installed, so now im facing fines from the local police department because the system sends out false alarms, customer service in this issue has not been pleasant despite me telling these customer service representatives im a disabled combat veteran, they refuse to fix the problem and instead blame me for their equipment malfunction
    Read More
  4. User Score
    1
    September 14th, 2018
    6 people found this review helpful!
    Sitting quietly at home, alarm/siren goes off, smoke detector starts blaring, CAN’T TURN IT OFF!!! Monitoring company calls, I explain there’s no emergency but the system won’t shut down. They say, “we’ll transfer you to customer service”. WHAT? Next thing I hear is “Welcome to Comcast, for English press 1” I’ve got sirens going off, I can’t think and they send me to a phone queue? Keypad is unresponsive, phone app is unresponsive, touchpad is unresponsive. I call the Home Monitoring phone number and get a message saying, “for technical support please call Comcast Customer Service”. Sirens still going off. I run around the house and unplug the AC power, the modem, the battery backup, the touchpad battery and finally get a ladder and rip the smoke detector off the ceiling and remove it’s battery. Blessed SILENCE! I drive down to the Comcast store in a rage and wait for an hour while they determine they can’t do anything but set up a service appointment for the next day! WTF? You have sirens going off due to an equipment failure and there’s NO phone number to call, NO person to contact for assistance? I’m so disgusted I could spit! I eventually go home and plug things back in one at a time until the sirens goes off again and a “smoke detector tampered” message comes up on the touchscreen. Now the system won’t arm unless the smoke detector is replaced meaning NO HOME SECURITY until a tech shows up. THIS IS PURE BS!!! Oh, but I signed a two year contract. DON’T DO IT! AVOID XFINITY HOME AT ALL COSTS!!!
    Read More
  5. User Score
    0
    August 24th, 2018 Seattle, WA
    4 people found this review helpful!
    Wow – worst system ever. They can’t notify you if there is motion unless you constantly check your phone. It takes a few minutes to even load the app or see the cameras.

    HORRIBLE – DO NOT GET

    Read More
  6. User Score
    1
    August 17th, 2018
    3 people found this review helpful!
    HORRIBLE! HORRIBLE! HORRIBLE!!!! Nothing but billing issues due to over charging what was promised and HORRIBLE customer service. Ineish I would have read reviews before I lost so much money!
    Read More
  7. User Score
    0
    July 26th, 2018 Denver, CO
    6 people found this review helpful!
    What utter incompetence! I think we all expect some issues when dealing with a large monolithic provider like Xfinity but what I’ve endured the past several weeks has surprised even me. I ordered the service in early July and had an install scheduled 2 weeks later. The tech who arrived told me he was the “wrong tech” and couldn’t complete the job… having taken the day off of work I was less than thrilled but since he refused to do the work I had little choice and he rescheduled an appointment for the following week. Having taken another day off work, no one showed up for this appointment and they randomly rescheduled to a day a week later. I spent 2 hours on the phone with 7 different agents and all I received were empty “sorrys”. Now today is the 3RD no show from a tech… I have taken yet another day off work and they rescheduled for another week out. More time on the phone, more empty promises and still no resolution.
    Read More
  8. User Score
    1
    July 14th, 2018
    1 people found this review helpful!
    Security cameras go out every other month. Technicians never show up when they are supposed to resulting in more lost days with out service.
    Read More
  9. User Score
    2
    June 22nd, 2018 Salem, OR
    2 people found this review helpful!
    Poor customer service 2 yr contract. Connor wait to leave this service.
    Read More
  10. User Score
    0
    June 15th, 2018 Rutland, VT
    8 people found this review helpful!
    DO NOT BUY! If you thought the other Comcast services were bad, you haven’t seen anything yet. On install and before then when initially signing up I was told if I didn’t like it I could cancel free within 30 days. After about 4 days I realized how terrible the service was and tried to cancel only to find out that I would have to pay a $300 service fee to have everything removed. Decided to give it another try and figured I would get used to it, but two years later I seriously regret not just paying that initial fee to get this piece of garbage out of my house. Let’s just list some of the problems

    1. The technician installed an ancient router in the middle of my network because he couldn’t figure out how to connect the system the normal way which limits my internet speed from what should be 200 Mbps down to about 15 Mbps down. To get Comcast to fix their own mistake would be another ridiculous service fee just to get the tech to come out with no guarantee it would actually be fixed.
    2. The fire alarm is WAY too sensitive. The first time I cooked steak after having the system installed the fire alarm went off even though there was no significant smoke. Entered my code in the touchpad to disable the alarm, then got a call from Comcast to confirm everything was ok and thought that was then end of it. Despite confirm a false alarm twice the system contacted the local fire department anyway and got a warning that any further false alarms would incur a penalty fee. Immediately took the fire alarm out (have a much better networked system already in the house that was professionally installed unlike the garbage job the comcast guy did.)
    3. Any time you arm/disarm the system it makes an absolutely obnoxious noise that drives my cats crazy.
    4. Technician told us that even though there was a 2 year contract, that as long as you kept cable and/or internet service you could cancel without penalty. I don’t know if he was just lying to me or Comcast doesn’t have any consistent internal policy but I was quoted at over $1000 to cancel after the 30 day “grace” period plus an additional fee to have the technician come out and remove the equipment.
    5. This may be a local thing so may not apply to everyone, but it turns out when you have a security system installed the police department is notified and they require you to pay an additional $250 a year to them.

    Please, don’t subject yourself to this absolute garbage service. Choose literally anything else. We bought it to get a small discount on our homeowners insurance (which we never actually got anyway, I never got a clear answer on that except that our service didn’t qualify) but it was absolutely not worth it. Seriously, I can’t overstate the an absolute piece of garbage that is Xfinity Home Security.

    Read More
  11. User Score
    2
    June 12th, 2018
    3 people found this review helpful!
    cameras always go offline every night. this has to be one of the worst security systems ever!!!!!
    Read More
  12. User Score
    5
    May 28th, 2018 Denver, CO
    7 people found this review helpful!
    SUMMARY: Not bad if you want to bundle in a 2-year contract with other services, and are willing to dig around in the online documentation to learn the system. I would look for better options if you don’t already have Xfinity or don’t want to bundle. Usual subpar Comcast customer service. DOUBLE CHECK THE CONTRACT TERMS AND GET IT IN WRITING BEFORE AGREEING or just assume that you may be on the hook for large fees in the future. I’ve heard stories of long contract terms and dubious sales practices from other national security companies, so I don’t know if Xfinity is any worse than the others. My contract has a clause allowing for cancellation within the first 30 days with no termination fees and all money refunded. If you are having trouble within the first 30 days, I would cancel.

    DETAILS: The system is wireless. All management is through a tablet-like device or the phone app. A remote keypad may be used for entry/exit. Internet connectivity is required for full operation. Without Internet, my system uses a cellular backup to communicate with the monitoring station, but I don’t think the phone app works in that case. I think cellular backup is standard for all installations. If an alarm trips, and the system is then disabled without being disarmed, the monitoring station should still get the alarm. The controller has a battery backup in case of power loss. The door/window and motion sensors are battery powered; replacing sensor batteries is up to you, unless you want to pay to roll a truck.

    I have had Xfinity Home for over 4 years. In that time, 1 motion sensor failed, causing a couple of alarms. Comcast replaced it, but figuring out I needed to call for a bad sensor (rather than a dead battery I could replace) wasn’t easy. The monitoring center has always called when the alarm went off for any reason. On a couple of occasions when I couldn’t answer the phone, police were sent. In my area, I must pay the city $25/year alarm permit, and I get 5 false alarms in the year before police downgrade the alarms. Some of the reviewers on here seem to have weird ideas of how security systems work. If monitoring calls me, and can’t reach me, or I can’t give the password, of course I want the police sent. I think the most calls for police service I’ve had in a year were 2, and some years none. Given that I had a sensor fail in a manner that caused alarms, it’s possible that could happen again, and I would be less happy.

    As for customer service, the initial installer was OK, but didn’t thoroughly explain the system. When the motion sensor failed after almost 4 years, I also added more sensors. The upgrade installer was better than the first. Some features of the system I had to learn by doing my own research, which is not great if you’re not good at reading technical docs.

    In general, you get the “legendary” Comcast customer service. Phone waits can be long, but the phone reps I’ve dealt with have been fine. The contract terms are long (usually 2 years, I think), and termination fees tend to be high. The number of sensors included with the bundle is pretty small, so outfitting a large house may get more expensive that you think. As always with Comcast, there will be additional charges and/or the price will increase after the promo period. I don’t regret getting the system, but I may investigate my options after the next contract period is up in a few months.

    Comcast takes little to no liability when the system fails to detect a break in or triggers a false alarm, and if they decide I caused too many false alarms, they could come after me for damages. That’s in my contract. I don’t know how these terms compare to other companies.

    Read More
  13. User Score
    0
    May 17th, 2018
    8 people found this review helpful!
    My security cameras are hacked and it’s nothing Comcast will do about , but want me to pay my bill to them every month. I can’t leave home because the hacker takes my cameras off line and if I wasn’t home they would break in. I have to move because I don’t like for anyone to be able to take over my security cameras that I am paying for, Comcast won’t do nothing to help me, they want to send out their installers. They can’t do anything so why come out to my home.
    Read More
  14. User Score
    0
    May 8th, 2018 Fairfield, CA
    5 people found this review helpful!
    Terrible service, can’t support all forms of burglary protection, like glass break sensors. Outdated equipment. Filthy uninformed technicians that leave dirt marks all over you walls. Salespeople who don’t put the right notes in the instructions. Horrible phone support that takes at least 10 minutes for anyone to pick up the phone. Absolutely terrible experience start to finish. Had to cancel it the day after they installed due to all the misinformation and sub-standard execution. Need to file an insurance claim now to remedy the damage they did to my house. Took 40 minutes of my time to call them to cancel and file complaint. World class terrible consumer experience.
    Read More
  15. User Score
    0
    May 5th, 2018
    9 people found this review helpful!
    The worst company out there. My city billed me because of system caused false alarm. The system was on away mode and I was out of the house. The alarm went off, so I asked them to dispatch help. There was nothing/no-one. it was a system error. Happened twice in a year on random days and different sensors. Comcast won’t take any responsibility since according to them I signed an agreement, that all false alarms are my responsibility. So now I have to pay the city for their faulty system.

    I will NEVER BUY XFINITY HOME again ever. It might seem good for value with the package, but is the worst system and service out there.

    Read More
  16. User Score
    4
    May 3rd, 2018
    7 people found this review helpful!
    Cameras seem to get distorted allot of the time when people are walking.
    Camera has shown a person “that I knew and not stealing” go into my garage and nothing after that, did not show them coming out out what was taken out.
    Reboot of camera is more often needed than what it should be
    Read More
  17. User Score
    1
    April 24th, 2018
    4 people found this review helpful!
    I’ve had a recurring issue with my Xfinity Home security cam.
    However, after being on vacation and discovering that the camera failed during my absence- this doesn’t work for me and I am beyond livid. I called customer service and was told that they do NOT remove requirement. WTF?!!! So I am forced to keep and continue to pay for service I am not receiving??????? I was told I could cancel online but there is still 7 months remaining on the contract. Another WTF?!
    Tired of being the Screwed Consumer poster child. Bring it on, Xfinity!
    Read More
  18. User Score
    1
    April 20th, 2018
    6 people found this review helpful!
    I had Comcast Install 6 Cameras. It’s been 2 months and they still drop and refresh and do not run properly. Techs have been out 6-8 times with no solution. Zach inside sales was persistent on signing up but try getting him involved is been crickets!! NOT A GOOD SYSTEM at this time. I have requested a full refund. There are a lot better systems out there currently.
    Read More
  19. User Score
    3
    April 9th, 2018
    4 people found this review helpful!
    Why doesn’t Comcast monitoring call us when our alarm goes off? It went off again this morning because my husband couldn’t disarm the system due to the display acting funky. What’s the point of this system if we aren’t receiving the proper communication to make sure everything’s o.k.? This system is ridiculous! I’m almost regretting switching from our original system, which used to call us within 30 seconds after r ceiling alarm notification.
    Read More
  20. User Score
    3
    March 27th, 2018 Birmingham, MI
    5 people found this review helpful!
    there cameras stink. Every time it rains or snows they fog up and you can’t see anything that you are paying for. You only see a big blog on your screen so you can’t make out anything. It buffers constantly and takes a long time to connect.
    Read More

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Our Score
6.2
User Score
2.0
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$29.95

Install & Equipment Fee

$49.95-800

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

439
Our Score
9.0
User Score
7.8
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$19.99-42.99

Install & Equipment Fee

$0

Contract Length

36 Months

Cancellation Policy

Pay Balance

System Relocation Fee

Free

Number of Reviews

2,368