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Xfinity Indoor Camera Failure and awful customer service
I purchased 2 Xfinity indoor cameras last year and at first they worked great. Then I moved and connected the cameras. After a month the cameras disconnected from the internet and I was unable to reconnect them after going through hours of help with the Xfinity assistant and customer service. I was finally so fed up I drove into the local store to have the cameras replaced. Only to have the staff turn me away and say they were unable to help me(Xfinity store on Jonestown road in Harrisburg, Pa). I then had to call in and spent 2 and a half hours be transferred from one service to the next because no one had the authority to replace my cameras that are under warranty. After sitting on hold for the final 30 minutes I had to ask the agent to call me the next day because I have to go to bed so I can work in the morning. This was the worst customer support service of my life. In the middle of all the run around one agent tried to sell me a cell phone plan. I respectfully declined because I will never be able to get support if I have issues. If this is not resolved soon I will be dropping Comcast and switching to Verizon.
XfinityVianney
Official Employee
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2.1K Messages
8 months ago
I'm genuinely sorry to hear about the frustrating experience you've had with your Xfinity indoor cameras. It sounds like you've been through a lot, from trying to reconnect the cameras after moving, spending hours on the phone and in-store trying to get help, to being unable to get the replacements you need even though the cameras are under warranty. I understand how disappointing and stressful this must have been, especially with the added frustration of being offered a cell phone plan in the midst of all this.
Your experience does not reflect the level of service we aim to provide, and I apologize for the inconvenience this has caused. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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user_ybultv
1 Message
4 months ago
Mine work fine as far as connectivity. That is about as far as my good opinion goes on them. The quality is very poor, you can hardly make out faces even when you zoom in, and the fact you can only view the cameras/saved recordings from a phone or your TV is just ridiculous. I should mention that you can also buy a small tablet from them to view the cameras, but I am sure that isn't much better than a phone. Also, the cameras are terrible at identifying people. You have the option to set up filters, and one of them is for people, and it is supposed to essentially save a clip of every person that shows up on the video, or in the specific selection area of the cameras viewpoint that you choose. I have one on my front porch pointing towards the road, that shows the entire porch, and the entire road in front of my house, and it still doesn't identify and tag when a delivery driver walks up my driveway and places a package on the porch literal feet in front of the camera. Thumbs down Xfinity.
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