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Xfinity Home Security (Comcast)

Xfinity Home Security is available as an add-on for existing customers. 2-year contract; prices subject to change mid-contract

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

Ratings Breakdown

Monthly Monitoring Fee

$29.99-39.99

Install & Equipment Fee

$0-1200

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

447

This Review is maintained by Chase Sagum

Review Last Updated: September 13, 2019

Xfinity offers security monitoring to existing customers for an additional $29.99 – $39.99 per month.  Not available in: NV, MT, WY, ND, SD, NE, OK, IA, HI, AK, RI

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.7
$19.99-42.99
$0

#2

7.0
$34.99-49.99
$69+

#3

4.9
$34.95-59.99
$199-499

#27
rkSLisrAPIpwRBxXvrjwFQ9KcTcG334U2t7ReVAi

2.0
$29.99-39.99
$0-1200

Pros

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.

Cons

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.

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

Our Recommendation

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 do not recommend Xfinity Home Security at this time because you have to purchase other services from them, they can change your monthly fees, and they have negative customer reviews. We recommend looking into companies such as Frontpoint Security and Protect America.


How Much is Xfinity Home Security?

Basic Home Security Package: $29.99/month

  • 24/7 professional monitoring
  • 3 door / window sensors
  • Motion sensor
  • Touchscreen control hub
  • Wireless keypad

Video Home Security Monitoring: $39.99/month

  • All features of the home security package
  • Indoor camera
  • Live stream video

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: $195.95
  • Motion sensor: $49.95
  • Outlet controller: $49.95
  • Smoke detector: $99.95
  • Zen Thermostat: $199.95

Xfinity Home Security vs Protect America & Vivint

The biggest difference between Xfinity Home Security and Protect America is that Xfinity Home Security is offered as an add on to their other services – not as a stand-alone. Additionally, Xfinity customer rate the company 2/10, as opposed to the 8/10 rating Protect America customers give them.

  Xfinity Protect America Vivint  
Equipment Upfront $0 - $1200 $0 $500 - $1800
Basic Home Security Monitoring $29.99 $19.99 - $39.99 $29.99
Video Home Security Monitoring $39.99 $24.99 - $49.99 $49.99
Contract 2-year 3-year 5-year
Installation Professional DIY Professional; $50-200
Customer Rating 2/10 8/10 2/10

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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447 Xfinity Home Security (Comcast) Reviews

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  1. User Score
    2
    February 8th, 2019
    6 people found this review helpful!
    My experience with the Xfinity home security system was so bad that I cancelled them after 3 weeks of moving into our new home. They sent out a technician to set up my home security system and it took him 7 hours to complete the job. He had to call out another technician to come to assist him after hours of confusion and not knowing what he was doing. Since the initial technician, I had to call two more times to have someone come out to try and fix the disaster he set up. Xfinity is sending out subcontractors to install their systems and these contractors don’t know what they are doing.

    The intruder alarm went off two times in the middle of the night and then the alert beep (open door) would go off at all times of the night . After 3 weeks of this, I am going back to ADT. Xfinity home security does not belong in this business and Comcast should stick to WIFI and Cable TV.

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  2. User Score
    0
    February 5th, 2019 Hammonton, NJ
    2 people found this review helpful!
    Absolute worst security system i have ever had. motion sensors dont work at all. Simplisafe is much better and actually works as it should, including the motion sensors.
    Read More
  3. User Score
    1
    January 29th, 2019 Hunt Valley, MD
    2 people found this review helpful!
    We have had 3 false alarms to our home because our system keeps going off. Not only did the police have to come out to yet another false alarm I had to leave work. They’re sending a tech to yet again reboot and “fix” the system. Because I am locked into a contract ( and I respect that) I asked that they possibly include a camera so that rather than have the police come yet again and have to leave work yet again. They acted as though I hadn’t spoken. At this point I’m paying for the anxiety of alarms going off and police visits rather than safety. Absolutely absurd!
    Read More
  4. User Score
    0
    January 4th, 2019
    3 people found this review helpful!
    False alarms constantly, waking us up in a terror almost weekly. Touchpad beeps all night long. Sensors go from 100% to 0% connection throughout the day. Techs have been out multiple times with no success in fixing what is wrong. Save your time and energy and go with a different company since Comcast is obviously garbage.
    Read More
  5. User Score
    1
    November 1st, 2018 Brandon, FL
    1 people found this review helpful!
    Trying to up charge you for seasonal service. You don.t need the second tier internet service to operate security equipment. Its a $25 cost difference that Comcast customer service tries to convince you is needed.
    Read More
  6. User Score
    1
    October 25th, 2018
    3 people found this review helpful!
    This company had one chance to delivery excellent service and blew it! The service tech that arrived to our home was outstanding. He was here for almost 5 hours and did everything right! One hour and fifteen minutes after he left, we had a need to depart our home. The system was armed correctly and the house was secured by locks on every door. 15 minutes after we departed, both my wife and I received an alarm activation code advising our front door had been breached, on our telephones at the same time as I was standing in the lobby of a car dealership. Within a minute of the alarm notification, I received a call from the Xfinity dispatch company advising of the same. The lady then inquired if we were home. She was advised we were no longer there and at least 20 minutes away with traffic. She continued with 20 questions – “are you sure you are not at home, did you check your backyard for visitors before you left” and several other outrageous questions. As a police chaplain, I advised her to “call the police, call the police, call the police.” She then inquired as to what we wanted her to do. Obviously, simple English was not working. I advised her a 4th time to call the police and hung up. She then called my wife and berated her with the same questions. A brand new security system, installed that day, within minutes of departing our home someone unlocked the digitally keyed front door of our home. We received a call from dispatch, they didn’t accept the conversation with me and called my wife to confirm we were not at home, then delayed calling the local police department for another 10 minutes after the call with my wife.

    IS THIS A COMPANY THAT YOU WOULD WANT TO MONITOR YOUR HOME SECURITY AND TRUST YOUR FAMILY’S SAFETY AND SECURITY WITH?!!!!!!

    Needless to say, I canceled the contract within minutes of arriving home to find the front door unlocked and afar. Fortunately, nothing was stolen and all of our pets were safe. I called the dispatch company and spoke with a manager who stated “it sounded like our employee followed SOP’s (standard operating procedures). Thank God no life threatening emergency was experienced and I will not give them a second chance! And for those thinking about this scenario, YES, this was a true experience. This did happen. And yes, I did change the codes to our front door and completely disconnected the Xfinity Home security system and it will be removed from our home the following day.

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  7. User Score
    0
    October 24th, 2018
    6 people found this review helpful!
    Horrible customer service. I’ve had three (3) “techs” to my house over the last 2 months trying to get my video cameras to work properly. Each tech gave me a different reason my cameras were not working. The first tech told me to reset my system whenever I had an issue, otherwise he couldn’t find anything wrong with my system. The second tech arrived and without even entering my house he told me he knew what the issue was. He told me I needed to go to the Xfiniity Store and buy the internet pods that would extend my wifi service. I went to the Xfinity Store in Centennial, Colorado across the street from Park Meadows Mall. I waited 30 minutes to see a customer representative and bought the pods for $140.00. I took them home, installed them an nothing changed. The third tech showed up, tested my system and then told me the problem was that two of my cameras were old and were not compatible with my security system. Apparently when Xfinity upgraded their systems the older cameras became incompatible (no fault of mine). He told me I could take my old cameras down from where they were mounted on my house, bring them to the Xfinity Store and they would exchange them at no charge. I asked him twice to confirm there was no charge and he was absolutely sure I could just switch them out. I went to the Xfinity Store (same location in Centennial, CO) and after waiting 20 minutes for a customer service representative. The representative told they could provide me updated cameras but I needed to pay for them. I told them the tech said I could bring the old cameras and swap them for new, compatible cameras. The representative told me the tech was wrong. I asked to see a manager but conveniently the manager was gone for the day. They told me I could see the person “kind of in charge when the manager isn’t here” but I would need to wait about 10 minutes. After waiting 10 minutes a representative named David (tall guy with dark thinning hair) came to talk to me. He had his backpack over his shoulder and he was clearly on his way out. He hardly heard what I had to say when he told me all he could do was sell me new cameras. I explained to him I had already spent $140.00 for the pods to extend my wifi at the techs direction and that they didn’f fix the problem. He said there was nothing he could do. When I asked for a managers card he told me he didn’t have a card for the manager. When I asked for her name he said I could provide my name and number and he would have her give me a call. I requested he write her name and number on a piece of paper and he replied “we don’t do that”. I left without any resolution and without buying the cameras because I was so frustrated. I feel like I’m being held hostage as a customer.
    Read More
  8. User Score
    0
    October 17th, 2018
    4 people found this review helpful!
    HORRIBLE SERVICE! So many false alarms, customer service barely responsive to simple questions, equipment errors constantly. Avoid at all cost! It’s a headache and nightmare!
    Read More
  9. User Score
    0
    October 12th, 2018 Arlington, VA
    4 people found this review helpful!
    Could not wait for my 2 year contract to end. Bad, Bad, Bad customer Service!
    Read More
  10. User Score
    0
    October 4th, 2018
    4 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
  11. User Score
    0
    September 24th, 2018
    9 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
  12. User Score
    1
    September 14th, 2018
    9 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
  13. User Score
    0
    August 24th, 2018 Seattle, WA
    5 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
  14. User Score
    1
    August 17th, 2018
    5 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
  15. User Score
    0
    July 26th, 2018 Denver, CO
    7 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
  16. User Score
    1
    July 14th, 2018
    2 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
  17. 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
  18. User Score
    0
    June 15th, 2018 Rutland, VT
    10 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
  19. 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
  20. 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.

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Our Score
6.2
User Score
2.0
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$29.99-39.99

Install & Equipment Fee

$0-1200

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

447
Our Score
8.9
User Score
7.7
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

2,396