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Xfinity Home Security purchase - help

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New Poster

Xfinity Home Security purchase - help

Installation on 3/2/2020. I was unaware that Xfinity customers have to purchase home security equipment now at a rate of $20.00 monthly and my contract is 24 months, so I am paying $480.00 to own this security system. 

 

Problem-  This equipment will probably be obsolete in 6 months (October 31, 2019) because Xfinity is always updating the equipment they used. I cancelled service 6 months ago because I was moving and hadn't found a residence yet so I had to live with my daughter temporarily. All the equipment I turned in was different from what they installed on 3/2/2020. 

 

Once my two year contract ends with Xfinity, I will have paid $480.00 for equipment that I can no  longer use. I was not told in my initial call or during the installation process that this will be the case. If I return the equipment and cancel the security service my bill will only be $25 less. Am I stuck paying for obsolete, unusable equipment that I will have to continue to <Edited> by Xfinity in order to use or is there some way I will be able to use this equipment on my own?

 

Please help.

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New Poster

HOME SECURITY SYSTEM <Edited> COMPLAINT

Installation 3/2/2020. Wasn't informed during installation request call or by installer that I would have to pay $20.00 monthly for 24 months to own a home security system that I will have no use of if I ever cancel my service with Xfinity.

 

I ended a contract when I was moving in October of 2019. I hadn't found a new residence and was going to stay with relatives so I was allowed to cancel my service, pay all fees due, and RETURN ALL of my equipment. Just five months later all of the equipment that was installed was upgraded, the old being obsolete. In just five months!!!

 

Why on earth do I have to pay $480.00 to OWN equipment that I will never be able to use WITHOUT signing another blood contact with Xfinity? If I move I am sure that this equipment will be obsolete and will have to be replaced. Why is Xfinity <Edited> their customers to pay for their cheap equipment that they update several times yearly??? If I can't use it without you then I should lease it, like the cable boxes.

 

On top of that, the monthly fees fluctuate with whatever franchise fee they decide to charge (never, ever the same monthly) which makes the taxes increase. One big racket. On top of that the service is worse that last year.

 

Now I've been given the option, IN THE MIDDLE OF THE COVID-19 EPIDEMIC, to find a new service provider. Until I do I am forced to pay the installation fee, which I was told isn't really an installation fee but actually a "lease-to-own-our-useless-if-you-ever-stop-paying-our-ever-escallating-bills-equipment-fee". 

 

Can anyone tell me how I will be able to use this expensive useless equipment after my contract ends?

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Official Employee

Re: Xfinity Home Security purchase - help

Hi Kristaj,

 

Appreciate you taking the time to reach out to us. In order to provide you with the best support, I have escalated this to the appropriate team. Thank you for your pateince while we assist you, have a great day! 


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Official Employee

Re: HOME SECURITY SYSTEM &lt;Edited&gt; COMPLAINT

Hi @kristaj

 

Thank you for posting to the Xfinity Forums. Sorry for the experience you're having. I'd like to review your account and charges and see if there are any other options I have that would help make this right. Please send me a private message with your first and last name so I can access your account. 

To send a private message, click on "ComcastChe" and then click "send a message."  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!