Home security App

@XfinityChristy​

Good morning. As shown in the attached picture, we are experiencing the exact same issue on both my phone and my wife's phone. As I have mentioned previously, the support we have received so far has not been helpful, including during our phone conversation with the Xfinity technician.

Fortunately, we do not use your security system at our business in Tallahassee, Florida. If we did, it would be a serious problem for us, as being unable to arm or disarm the system would disrupt our operations.

I've focused on making your feedback firm

Hello, @Storm32301 sorry to hear you are having issues with the security app while away from home. I understand how concerning this is. Have you already performed the basic troubleshooting steps which would be to make sure you are connected to the internet(not cellular), Completely delete and reinstall the app, Restart your device, then delete the application and install it again?

@XfinityThomasC​ I've explained this to Xfinity customer service countless times, and I've done everything the technician on the phone asked me to do every single time I contacted them. 📞😩 I've also heard that Xfinity puts a block in place when customers are out of the country. 🚫🌍 This is the worst situation we've been in as customers for over ten years. 😡😤 Not only is this the worst-case scenario, but every single technician we've contacted has affirmed they would call us back, only for it to be simple lies from Xfinity. 😠😡 #Xfinity #customerservice 

Storm32301 The Xfinity Home and Xfinity apps are region-locked to the U.S. and do not officially support international access due to network licensing and service limitations. When traveling overseas, you may encounter geolocation blocks that prevent the app from connecting to your home system.

It would have been helpful to know this information upfront instead of feeling like we were being led on and made to seem problematic. I'm quite certain this wouldn't have been disclosed if I hadn't previously mentioned Xfinity blocking the app. Nevertheless, as I said before, thank you. We don't rely on Xfinity security for our business; losing total control of our system would be catastrophic. Safe Touch is our business security provider, surpassing Xfinity in every aspect and offering exceptional phone customer service. Xfinity receives zero stars from me, while Safe Touch earns well over five stars. 😠 #Information #Control #Security #CustomerService