Faulty home security sensors

I’m reaching out to express serious concern and frustration regarding the Xfinity Home Security system that was installed in our residence in January 2025.

Since the day it was installed, we have been unable to reliably use the system. Specific window sensors frequently indicate that a window is “open” when it is clearly closed. While we can sometimes temporarily reset the sensors by manually opening and closing the windows, the issue inevitably resurfaces within days. This unreliability has rendered the system essentially unusable. We have been unable to arm the system when leaving home out of fear that a false alarm could be triggered and law enforcement dispatched unnecessarily.

We previously had the Xfinity Home Security system at our former residence for nearly eight years—using the older style sensors—and never experienced a single issue of this kind. The reliability we experienced there is a stark contrast to our current situation.

To date, we have had no fewer than six technicians visit our home in an effort to resolve this same issue. Sensors have been replaced, moved, and recalibrated, yet the problem persists. Several technicians have acknowledged that this is a known issue with the current sensors, and that unfortunately, Xfinity is contractually obligated to continue using them until the agreement with the manufacturer expires.

In the meantime, I am paying a monthly fee for a service I cannot use—and just noticed that the monthly charge for the security system has increased by $25. At this point, I’ve lost confidence in the value of another technician visit, as each has produced the same result: no lasting resolution.

I am requesting a formal response regarding how Xfinity intends to address this issue, especially in light of the billing increase. At minimum, I believe I should not be charged for a service that is not functioning as intended and has never worked reliably from the start.