Xfinity Home Security – New Is Not Necessarily Better

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Raise your hand if you want the Cable Guy in charge of your home security. Any cable guy – we’ll let you choose. There’s Larry the Cable Guy – he’s the reliable sort, right? Or Jim Carrey’s Cable Guy – surely he’s safe? Or, back to reality, let’s just talk about your experiences with your own cable provider. How do they score on reliability and customer service?

All joking aside, we’re finding it difficult to get behind the cable companies’ home security offers. We understand why they’re doing it – customer attrition is a serious issue in that industry, and they want to offer value-added services that keep their customers locked in. Once you get their home security system installed, you’re a lot less likely to drop your cable service, because you’d lose your security investment.

Xfinity, offered by Comcast, is perhaps the best known of the cable/internet bundled deals, which now includes a home security offer. In order to get their home security, you must contract for their internet services and you can’t cancel. The home security package includes options for some popular new features, such as wireless equipment, remote access, video cameras and home automation. However, Xfinity is priced higher than most competing home security services with the same features, and they lock you in with a 3-year contract. The alarm system installation costs hundreds of dollars. They also tack on an extra $5 every month for a warranty (warranties are free from most security companies).

Xfinity’s biggest flaw, however, aside from the long-time issues with customer service, is that their home security service connects to the monitoring center via the internet.

“Internet” and “Reliable” – in the Same Sentence?

Someone’s breaking into your house, and your safety depends on your internet connection? Should you reboot your modem real quick before the intruder knocks the door down? Or maybe you should call your cable company’s Customer Service. Does their automated call screening system now include, “Press 9 if a burglary is in progress”?

An alarm system needs to be monitored round-the-clock, by highly-trained staff, prepared to handle any emergency. Responsiveness is critical. There must be a reliable connection between the home and the monitoring center, because if it fails, no one sends help. Traditionally alarm systems have connected using your home phone line. The cable guys, of course, use their internet connection. Neither is acceptable, in our opinion. They simply aren’t reliable. Although a phone landline (if we still have such a thing) doesn’t fail as often as the internet does, it is still vulnerable to power outages, storms, and most especially, the burglars themselves. Burglars have learned to cut the lines and cables, assuming that will disable your alarm system.

A cellular connection is the only reliable way for your home security system to reach the monitoring center. We suspect that the cable providers might actually know this, because they offer “cellular back-up.” So… they acknowledge that they need back-up… That tells you something, doesn’t it?

Home Security vs. Home Automation

The concept of a “smart” home, with integrated, automated services is quickly gaining popularity. Many home security companies successfully integrate home automation features with their highly interactive alarm systems. The remote access and customization capabilities are already built into the alarm system, so adding automated lighting, door locks or climate control is an easy, natural progression.

But is the reverse true? If you’re good at home automation, does that automatically mean you have what it takes to keep a home and family safe? Industry experts concur that if you want both home security and home automation, it’s best to start with a company that focuses on safe home security, and then add automation features. A company that focuses on home automation – or cable services – may not have the staff, expertise and infrastructure to secure your home.

Bad Reviews, Bad Customer Service

Customers seem to agree, too. The reviews we’ve read for Xfinity and other cable-provider home security systems are not encouraging. Customers repeatedly report problems with installation, equipment, functionality, monitoring and billing (go figure). Comments we’ve read include quotes like:

  • “have had nothing but problems”
  • “total waste of time trying to get stuff resolved”
  • “if you cancel, they’ll try to charge you anyway”
  • “hidden charges”
  • “the customer service is ridiculous”

If you randomly asked people on the street to name a company with lousy customer service, how many would name their cable company? The industry is notorious, and Xfinity home security customer reviews cite the same old problems we’ve all experienced with cable. Unfortunately for consumers, many cable providers have monopolies in their region, and thus customers simply don’t have options, and don’t benefit from healthy industry competition.

The home security industry, however, does give us options. We recommend you research online to find a company with true alarm system expertise. Find one with safe cellular monitoring, easy wireless equipment and no installation fees. If you like the video camera and home automation options, search for those features as well. Home security has made significant technological advances in recent years, since innovative companies with 100% wireless systems and great mobile apps came on the scene, forcing the traditional, established providers to up their game. You don’t have to put up with stodgy old equipment drilled into your walls anymore. And you sure don’t have to trust the security of your home to the cable guy.

Comments (7)

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  1. David Morris

    Well, I am also the user of Xfinity home and I found it more reliable and helpful for my home security.

  2. Joel

    I have xfinity home and it works perfect.
    I obtained a deal for $149.99 and upgraded all my tv boxes to X1, and got the cloud dvr free for a year, and Xfinity home too!
    The quad play is called QP Preferred

  3. Jon

    Comcast has been selling a service under the brand Xfinity Home. Comcast calls this service a security system when it should be labeled “for entertainment only”. The security system is unreliable. Comcast locks customers into a contract and then extracts large fees if a customer wants to end the service which does not work. It is time to organize and put a stop to this practice. Add your name to the cause and join us. Add us to your circles and help spread the word. Add your voice by registering at xfinityhomeclassaction.com

  4. Alan

    Great post, Cassandra.

    All people should have to read is your 2nd and 3rd paragraph before they immediately say “no thanks.” It is what these companies do not want potential customers to know, and yet so important for them to know.

    The other points made are also important and valid and make the decision NOT to buy “security” from most cable (and phone) companies an easy no-brainer type of decision.

    • Peter M. Rogers

      Alan – replying for Cassandra. Thanks, as always. And now that AT&T is in the alarm industry officially, let the games begin!

  5. Alan

    Great post, Cassandra.

    All people should have to read is your 2nd and 3rd paragraph before they immediately say “no thanks.” It is what these companies do not want potential customers to know, and yet so important for them to know.

    The other points made are also important and valid and make the decision NOT to buy “security” from most cable (and phone) companies an easy no-brainer type of decision.

    • Peter M. Rogers

      Alan – replying for Cassandra. Thanks, as always. And now that AT&T is in the alarm industry officially, let the games begin!

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