HEY XFINITY, THE COMPANY WHERE WE WILL TAKE YOUR MONEY BUT SCREW YOU IF YOUR SERVICE DOESNT WORK. I AM LEAVING ON VACATION AND OF COURSE I, AND WHAT APPEARS TO BE SEVERAL CUSTOMERS, THE CAMERAS WILL NOT CONNECT TO THE PORTAL OR THE APP. THEY WORK WHEN THEY FEEL LIKE IT. ITS BAD ENOUGH THIS COMPANY CHARGES AN ARM AND A LEG FOR MOTION AND DOOR SENSORS WHEN YOU CAN GET THE EXACT SAME THING ON AMAZON AND INSTALL IT YOURSELF FOR AROUND $20 A PIECE BUT FOR THE CAMS TO NOT WORK WHEN I LEAVE FOR VACATION IS UNEXCEPTABLE. THIS IS A FORUM. AT LEAST THESE SO CALLED TECHNICIANS OR WHOMEVER MONITOR THIS WEBSITE COULD TAKE A SECOND OUT OF THEIR MONEY GOUGING DAY AND POST WHAT THE HECK IS GOING ON WITH THE SRVICE. ADT I AM COMING SOON. THIS IS GETTING OUT OF HAND
Hi budvjanetsimmon -
Can you please explain the issues you are experiencing in more detail? Are you having an issue with the Xfinity Home Security mobile app?
I can not keep connected to wifi with my security modem the message is as follows-- communications to the system are lost. my wifi light on the security modem will not stay lit., so I can't load my camera
So we are supposed to call, wait on hold and then deal with a tier 1 support person that follows the troubleshoot process they have to - which is usually everything we have already done. The usual steps are along the lines of: reboot every device, reload the app (if app is issue), either blame it on your phone/device or needs a truck roll to get to next level of support. Even asking for a supervisor or manager can't get around the next step being a truck roll that is useless.
They sent a tech out to install our home system. Geez - he had no clue that the xfinity home device was actually a dumbed down wireless router running their own firmware. It was clear at that point that he was in over his head. He finally gave up and scheduled another visit to continue - best he could do was a week out!! Told him fine - and I'd get it working before then. I did get it all working and installed. Part of the issue with slow cameras or poor connections is the super cheap router they use - think the ports are 10mbps or 10/100 (have to dig into router specs again). Dang, if they spent a tad more and upgraded the port speeds and a better wireless with more range/power there would be a lot fewer complaints. Call in first? LOL no way - it's too frustrating and a waste of a few hours. Been looking at the posts about "sorry about your problem. I have opened a ticket for you and our engineers are working on it and will be in touch" (or some flavor of that) and noticed that there is never a followup post that the issue was fixed - or someone actually followed up.
Hi windrider118 -
Once a ticket is opened & a technician calls a customer directly, I am able to see in our ticketing system when their issue has been resolved. I also typically follow up with users via private message.