Touchscreen Lease

I have been with Xfinity Home Security for awhile now - therefore I lease my touchscreen, since that was the model when I signed up. Now, for many years I have paid $10 per month over and above what "new" customers pay. I feel that I've certainly paid for the touchscreen over time (at least $360), and I really don't want to have this $10 charge forever. Given enough time, I'll be into the touchscreen for over $1000!

How do I ever get out of this situation? I feel like customers who signed up for Xfinity Home are being financially penalized :(

Responses

Lkpolo

Problem Solver

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493 Messages

2 years ago

I too lease my touchscreen. In the last year, it froze and needed replaced. It was replaced to the most recent touchscreen with no technician charge or installment fee. The techs have been in my house to fix many things and a tech fee was never charged. The last time they were here it was after an old camera was replaced for free with a broken camera. They asked me to return both broken cameras after I had all cameras in my home working. A few weeks after I did, two cameras were missing from my account. I did nothing wrong. They accepted all blame at the warehouse and replaced once camera and reset another camera for no tech fee. By the way if you ever need to reset the X2 camera, press the reset button behind the camera and the inset button below the blue light on the power supply at the same time. I’ve never had a tech instruct me to do that. They know nothing.

CCElizabeth

Problem Solver

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908 Messages

2 years ago

Hello @SXMBeachBum

Thank you for taking the time to bring this issue to our Xfinity Community Forum! I would be more than happy to see what repackage options we have for your Xfinity Home service. You are in the right place for help and I would be concerned too if I thought there were newer better deals out there that I wasn't getting. You are always able and welcome to check for new deals that are available. We always have promotions running.

I see that you have sent us a direct message already. Please know that sending unsolicited direct messages to our official employees or users on this forum may result in revocation of your posting privileges as that is a violation of our Xfinity Forum Guidelines (found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c) and our Xfinity Forum Acceptable Use policy (found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236).

We ask that you please start by posting your request in the most appropriate public forum board first. If our team needs a direct message from you they will ask you to send it on your public post once they are ready to assist you.

I will respond to your direct message shortly.

SXMBeachBum

New Poster

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5 Messages

@XfinityElizabethA

Sorry for any hassle I caused by DM. I only did that because I read something in another post encouraging someone to do that. Trust me, it was never my intention to break any rules.

I will look forward to your timely response to my question.

2 years ago

user_5707f9

Visitor

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3 Messages

2 years ago

Are touchscreen controllers leased or owned. Do I keep the touchscreen with my cameras amd

motions sensor?

CCJodie

Problem Solver

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1.3K Messages

@user_5707f9 Great question! Touchscreens, sensors and cameras are all owned by you. That was part of the installation fee that comes with the service.

I no longer work for Comcast.

2 years ago

user_023cb8

Visitor

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3 Messages

Since touchscreens are owned by the individual, what is the $10/month touchscreen lease fee?

2 years ago

SXMBeachBum

New Poster

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5 Messages

Exactly my question! XfinityJodie - you say I own my touchscreen. Why am I paying a $10 month lease fee for something I own?

2 years ago

SXMBeachBum

New Poster

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5 Messages

@XfinityJodie Exactly my question! XfinityJodie - you say I own my touchscreen. Why am I paying a $10 month lease fee for something I own?

2 years ago

XfinityBecker

Official Employee

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500 Messages

@SXMBeachBum and @user_023cb8 - when we launched Xfinity Home, the Touchscreen was Leased. After disconnecting service, customers who lease the Touchscreen do need to return it to us if service is disconnected.

Around 2019 (the timeframe varies depending on the market you live in) we began selling the Touchscreen to new Xfinity Home customers and discontinued the option to lease it. For customers who own their Touchscreen, it does not need to be returned should service be disconnected.

To your point, checking your billing statement is the easiest way to see if you lease your Touchscreen, as there were will be a "Rented" or "Leased" touchscreen note in the Xfinity Home portion.

If you wish to stop leasing and instead purchase a Touchscreen - that is an option. Just give us a ring! It requires re-certification of the Xfinity Home service - as we need to ensure sensors are properly paired and that both broadband and cellular service to the touchscreen are in spec - so a technician visit would be required.

Note - the Touchscreen was the only Xfinity Home device that (in the past) had a leased option. Cameras, Sensors, Detectors, Thermostats and Lighting Controllers were always purchased and do not need to be returned should service be disconnected.

I hope that helps!

(edited)

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2 years ago

Devices and Equipment

SXMBeachBum

Touchscreen Lease

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