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Xfinity Home Security (Comcast)

Similar to: Frontpoint Security

Our Score
6.2
User Score
2.0

Visit Site

Our Score
6.2
User Score
2.0
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$39.95

Install & Equipment Fee

Undisclosed

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

438

This Review is maintained by Chase Sagum

Review Last Updated: April 26, 2019

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. And they are known for doing so often.

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.

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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438 Xfinity Home Security (Comcast) Reviews

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  1. User Score
    0
    October 21st, 2013 Boston, MA
    0 people found this review helpful!
    Hours on the phone to resolve any issue. Recently I found out that the cellular backup for the system has not functioned in six months. Comcast does not pro active monitoring of the system status.
    Comcast missed several appointments with no explanation.

    The bottom line is that while the description of the service sounds good, Comcast does not understand that a malfunctioning home security system is a more urgent problem than a cable malfunction.

    Read More
  2. User Score
    0
    October 9th, 2013 West Jordan, UT
    0 people found this review helpful!
    I Don’t Use This Word LightY, But I Truly Hate Comcast. Their Costumer Service Is Horrible And After Many Years Of Giving Them Not Only My money But A Chance, I Am Going To Walk Away From Them. I Strongly Raccomend All Of You To Do The Same.
    Read More
  3. User Score
    1
    October 4th, 2013 Katy, TX
    0 people found this review helpful!
    houston texas………buyer beware………………

    do not order comcast security!

    the bells and whistles of the system are nice. however, this is not (let me repeat) the security system to protect your family with if you are looking traditional piece of mind. they do not call you back after an alarm until the alarm has gone off for 5 minutes. the camera’s only record for 30 seconds at a time which means you do not have continuous coverage. add to the fact that you cannot record all day as they do not have the storage to do so as they limit you to a small amount of recordings per day. this of course leaves huge gaps in your recordings.

    but take the lack of system features out of the equation. read all postings as to the absolute lack of service they can provide after the install.

    get ready to wait 4-5 days for a service technician. and that is only if they show up!!!!!!! three no show appointments in the last two days and at least 10 calls into comcast to try to resolve. there is no way for comcast customer service to contact dispatch!!!!!!!!!! are you freaking kidding me…

    and last but not least… you have to sign a 2-3 year contract which means you are stuck with the incompetence unless you choose to pay a cancellation fee…..

    Read More
  4. User Score
    0
    October 2nd, 2013 Sugar Land, TX
    1 people found this review helpful!
    To: Comcast CFO and executive Leadership Team

    From: A 28 year call center and Customer Service Director and pissed off comcast security customer

    Please accept this email as a serious call to action As it relates to your security system. Your call center agents (in house and outsource teams) do not understand how to care for these customer calls. These agents are not trained or do not have the tools they need to resolve calls received on the security call type. I was on hold for 2 hours waiting for a customer service agent during non peek hours and was hung up on twice. Whoever is in charge of your call forecasting and call routing should be fired as your service level is probably zero % daily. May I suggest you all go back to the board room and put a action plan in place ASAP to get this call type under control. Your marketing team has all of these wonderful commercials about a service that is not living up to the Comcast/xfinity standards. You all were rated as having the top 10 worst customer service and based on the service I have received you all will stay there. I do this kind of work for a living and I am embarrassed by the service me and my husband received. Can you believe the sales person told us the cameras were wireless! Imagine my surprise when I saw wires running up the side of my garage and plugged into my electrical outlet… REALLY! I am so upset that I am willing to come work for you all and help clean up this mess you all made!

    Read More
  5. User Score
    0
    September 26th, 2013 New Bedford, MA
    0 people found this review helpful!
    i had an ATD hard wired sec system for 9 yrs. with no mechanical issues….switched to comcast due to the availability of the new wireless system ..i never had another minute of peace…. every day it was something different from interfering with my internet, alarm tripping and notifying police with false alarms at $50.00 a clip when police are notified… picking up stronger wifi signals driving by such as animal control in my town @countless other issues to the point they were in and out of my home sometimes twice a week with no positive results. finally i canceled my account and i was charged $800.00 early termination fee….what a joke..the worse ever!
    Read More
  6. User Score
    1
    August 30th, 2013 Pleasant Grove, UT
    1 people found this review helpful!
    Same as other posts I’ve seen. We have had Comcast Internet/cable/phone no issues. But home security is a joke. Scheduled installation and they were a NO SHOW. They apologized. Their fault. Next time didn’t show up again, at all. I FINALLY reached some top brass (right), and blah blah blah. No good excuses. Short handed, bad time of year. One more chance, the technician showed up early. Ok. He set up the system, 3 cameras, 10 sensors. Ok. Then he said he was through, cameras were not mounted, he said they do that, I DO ! I was livid. We have had the system a few HOURS and we are going to call and get a different
    System ASAP. PATHETIC !!
    Read More
  7. User Score
    1
    August 30th, 2013 Pleasant Grove, UT
    0 people found this review helpful!
    Do not choose comast! So shocked, I have been a customer for over 3 years, pleased with their service until now. I had home security installed on August 13th and today is August 28th. My family has not slept since then. 4 service techs, 13 hours wait times, and let me put you on hold for a supervisor, system works great if you don’t sleep. Been on hold for more than 2 hours, discontinued twice, suspect its them trying to get rid of me. Don’t do it For t Collins Colorado.
    Read More
  8. User Score
    10
    August 15th, 2013 Philadelphia, PA
    1 people found this review helpful!
    I switched from my old security company to Xfinity Home about 4 months ago because of the control features Comcast offers. Technicians arrived on time, did a nice/clean job and explained the operation of the system in detail. I couldn’t be more satisfied. Everything (cameras, thermostat, lights, security…) works perfectly. I am also saving $15 per month over my old system.
    Read More
  9. User Score
    0
    August 9th, 2013 San Jose, CA
    1 people found this review helpful!
    Comcast Internet, cable and phone service is good but the Home Security System is not. Mostly billing problems. Problems with the system. Expensive. Three year contract is unwarranted. Phone customer service is poor. No direct connection to the Home Security System people. Who runs it? Who knows! I have to called some call center in the Phillipines and they had no clue about the system. Do not get it. Overpriced and not the best security system around.
    Read More
  10. User Score
    0
    August 7th, 2013 Fremont, CA
    0 people found this review helpful!
    Comcast Home Security is the worst home security service that I experienced. It is not useful when you need it the most…when the burglar alarm is in progress. I had Brinks Home Security before which was far better. Based on the customer servcie experience, Xfinity Home seems to be a completely different company. The service is terrible.
    Read More
  11. User Score
    0
    August 6th, 2013 Alvin, TX
    1 people found this review helpful!
    I’ve had Comcast Internet since January 2006. The Blast service is the best in our area so when we began shopping for Home Security service in July 2011, we figured Xfinity to be the safe bet.

    After about a year, we began having issues with what the alarm tripping at night. We had a technician come out who found the faulty sensor (upstairs window). His solution was rig something to keep that sensor from alarming.

    Again just recently we began hearing beeps and alerts for no apparent reason. I immediately called for service, which was scheduled for Wednesday, July 31st.

    The appointment was supposed to be between 12 & 4 pm. The Technician showed at close to 6 pm. He walked in the door, took one look at the base system, and told me that ours was old and at least 2 upgrades behind. He solution was to bypass the upstairs zone to prevent the alarm and schedule us for an equipment upgrade. He was there all of 5 minutes with a promise to return the next day. We immediately noticed that our system no longer beeped when a main point of entry was breeched.

    Come Saturday, Aug 3, I decided to have a look at our system. I pressed the Status button and received a display and speaker message of “communication failure”. I then attempted to access via my smartphone and although I was able to login to the app, the display was gray, not green as previously indicating system online.

    I immediately call the tech support and after being disconnected 3 times, not an exageration, I finally got someone who at least seemed to understand the issue. She tried pinging my base but said she was unable to get to it. She then successfully pinged my modem, but was still unable to get to my base. She informed me that she did not see where I was scheduled for additional service but would gladly have someone come out asap.

    Sunday Aug 4th, the same technician as last time walks in, apologizes prefusely, and informs me that he will return on Monday morning between 8 & noon to replace the equipment.

    Monday Aug 5th, no technician and no phone call.

    Tuesday Aug 6th, no technician and no phone call but I decided that this was the last straw. After all, just how long have I been paying for a service which I was not even getting?

    So that Tuesday I spent my lunch, and then some, on the phone with customer support. The first lady told me that she saw no service scheduled. She transfered me to something called loyal customer support. This lady sounded disinterested in anything I had to say and wanted to switch me back over to tech support. I asked to apeak to a manager or supervisor.

    The suervisor introduced herself and spent the next couple of minutes explaining their termination policy and how I would be responsible for a $300 termination fee as well as a $59 equipment pickup fee, which I could avoid if I were to bring the equipment in myself.

    After I literally laughed on the phone, I asked her how she knew how long my service had been down. Her response was that she could connect me with Technical Support who would be better able to answer technical questions ;)

    I then asked her what other options I had. She told me that if I upgraded, I would begin a NEW 3 year commitment as well as installation fee. So the equipment I have could not last through the length of my 3 year commitment and my choices are renew to equipment that works or terminate a service I cannot use and pay a penalty.

    I do not know what my chances of winning my dispute are but to me it is worth the fight. I have stopped autopay and thanks to a heads up from this forum, I have even cancelled my card on file. If X denies my dispute, I’ll take my chances in court.

    Read More
  12. User Score
    0
    July 30th, 2013 Pleasant Grove, UT
    0 people found this review helpful!
    Chris Brown, a salesman came to our home. I asked specific questions about the charges and installation and what I would get. He told me there were no charges and that he would personally take care of any problems that I had during service from now on as my “personal sales consultant”. Problems started on the date of installation, and continued on to billing. My bill had over $150 of extra fees that I hadn’t been notified of. Then there were charges for services that I didn’t get on my TV service, as well as charges for changing my TV service when they didn’t do that. They also charged my for installing an extra cable box I didn’t get. I called Mr Brown’s cell and office number and put in a request ticket at the cable office with a confirmation number. They never called me back and Mr Brown texted me once saying he took $9 off my bill, but still won’t call me back. Now they want me to pay late fees on my bill when they told me not to pay until they contacted me. I have NEVER had any good experience with Comcast and this was my fault for trusting a slick salesman who promised personalized service.
    Read More
  13. User Score
    0
    July 23rd, 2013 Pleasant Grove, UT
    0 people found this review helpful!
    I have had a terrible time with Comcast Home Security and have spent hours on the phone with them to get it fixed. Service people have come to the house to fix and it is still not fixed. I was also warned of an early termination fee. I just tried to set my alarm for the night and it went off. It read before something about being tampered with. Still says the same thing. I would like to know where I can report them, seriously considering hiring an attorney to sue for all my money back. I am a year and a half into a 2 yr contract and sick of getting threatened with early termination when I don’t feel they have performed their service. Does anyone know if there is a class actions suit pending on Comcast Home Security? I would appreciate any assistance. Thank you.
    Read More
  14. User Score
    0
    July 21st, 2013 Santa Rosa, CA
    0 people found this review helpful!
    Bait and switch, $29.95 if triple play customer, after 1 year price jacked up to $39.95, and if i want to cancel $800.00 early termination fee. STAT AWAY FROM THESE CROOK’S.
    Read More
  15. User Score
    0
    July 3rd, 2013 Pleasant Grove, UT
    0 people found this review helpful!
    Just got told I would have to pay 810 dollars to NOT have this service anymore; missed the 1100 charge for early termination! For what?!?! I’ve already paid for the installation, and you can’t tell me that equipment cost 1100!! This is a horrible add on to Comcast, and I now officially am looking for another company for my entire package.
    Read More
  16. User Score
    0
    June 20th, 2013 Pleasant Grove, UT
    0 people found this review helpful!
    DO NOT BUY THIS SECURITY SERVICE if you aren’t already stuck with them!!!!! Their billing practices are bait and switch! I am a triple play Comcast subscriber who signed a 3 year contract at 29.95 per month. After 12 months, the rate was raised to 39.95 and I was told if I didn’t like it, I could drive to a Comcast Service Center. Their rational for the price change is that because the sales rep wrote “29.95″ on the monthly service charge line and not “29.95 for x months”, they can change the rate to any amount any time! Seriously!
    Read More
  17. User Score
    0
    June 5th, 2013
    0 people found this review helpful!
    As a Comcast customer for many years, I had confidence that their security service would be as good. WRONG! Every step of the process was a disaster. They have bitten off far more then they can chew. Three appointments were initially not kept. The installers when they finally arrived were not well versed. Even important information that I filled into the form like who to call in case of emergency never made it into their system. I found out that the monitoring was being farmed out to a company called COPS. I tried getting to their website online but it wasn’t working. I then found their telephone number and they said that they can’t accept information from me and I have to call Comcast. What used to be a quick call to Comcast customer service is no longer. First I tried communicating through their Instant messaging online but after a half hour run around with an Indian answer center I got nowhere. I finally got through to Xfinity Home customer service (not part of the regular group) and they were not very helpful nor did the supervisor call back as promised. So I canceled the service and the installers came to pick up the equipment (I was left with holes in the wall). The contract requires you to send a hard copy of the cancellation to Comcast in PA. which I did. But a month later, I found an $810 charge on my credit card. It’s now a month later with countless hours on the phone and it still hasn’t been credited. I may have to complain to my credit card company to get the charges removed. Since Comcast bought NBC, the company has been heading south. Stay Away!
    Read More
  18. User Score
    0
    June 4th, 2013 Fort Lauderdale, FL
    0 people found this review helpful!
    I have Comcast TV, Phone and Internet services and when I moved to my new home there was a ADT system in place. I saw the commercials and brochures showing the LCD panel mounted on the wall without any wires. Since I am disabled and have a hard time holding items when the tech came to install the system he said that the LCD panel could not be mounted on the wall and needed to be placed on a counter. I have been sending emails for weeks to get a credit for $300.00 for a “professional” installation that Comcast stated it would take 8 hours to complete and the tech wanted to staple wires for the camera’s to my walls so I asked for a refund and the corporate office to get rid of me is telling me they will cancel my service and refund my monies. I want what I saw in the advertisement- Comcast got caught with deceptive advertisement and their answer is to cancel services. Shame on you Comcast.
    Read More

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Our Score
6.2
User Score
2.0
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$39.95

Install & Equipment Fee

Undisclosed

Contract Length

24 Months

Cancellation Policy

Undisclosed

System Relocation Fee

Fees May Apply

Number of Reviews

438
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

2,352