Although I could write a whole essay about this, I will try to sum it up to make it an easy read.
After ordering the quad play services in October, it took over a month to get someone to come out and install the services (including 4 missed appointments by Comcast).
The home was vacant at the time and would require us to drive an hour to the location to provide entry for the specialist. On two occasions, even after specifically stating to the comcast reps and putting in the note to call prior before arriving, the service tech arrived and left without notifying anyone, or completing anything.
Once we finally were able to get the security system installed, we had issues the very next day. One of the brand new motion detection sensors had already faulted out. (Not to mention the fact that if your power goes out, your little tablet that provides security only lasts 12 hours... So if your power goes out for a day, safe to say someone can just break into your home).
Tuesday night while up working late night I receive a text message that my back door (balcony entrance) had been opened and there was an alarm in progress. Besides my "courtesy text" as they explained it, no one was notified that my alarm had been going off for over 5 minutes (which I checked through the history).
I contacted the monitoring system to find out what was going on, and why nobody was called after an alarm was triggered and rang for 5 minutes, they informed me that they "thought" this was a sensor communication failure and blamed the "no call" on the setup by the technician. In which I asked, is it POSSIBLE, it could be an intrusion, in which they replied "yes, its possible". Well, if it's possible that it could be an intrusion, or a sensor failure, why was nobody contacted, or no police dispatched to check this? Who is deciding here one way or another? If there is even a SMALL possibility that there could be a break in, I want someone to go and check to make sure it's not. Isn't that what home security is for?
As confirmed by the rep, the communication failure could be a dead battery, or a faulty sensor in general, OR (keep in mind as confirmed and stated by the rep), it could also mean someone broke in and threw the whole sensor away in which case it obviously has trouble communicating with it and would trigger the alarm.
The monitoring reps continued to numerously state that no alarm went off when I clearly got a text saying "Alarm in progress", as well as logged my Xfinity home web page to see in the history that stated "Alarm Started 2:43, Alarm Ended 2:48". You would think a company as big as comcast would be able to correlate both software to show the same information, but apparently I see things on my dash that the other reps dont. So what is correct here? My home security dash or the monitoring system?
After staying on the phone with the monitoring system for over 40 minutes, I finally got the question "well do you want us to dispatch the police to check?". Well, at this point, if its an actual burglary, I'm pretty sure after 40 minutes they stole everything in the house including the food in the fridge.
Thankfully, we dispatched the police as well I had a friend living nearby go and check and everything turned out to be fine. (I had decided to do this since even after the sensor said there was no more "communication failure", the system remained to show the back door open). After calling back the reps to find out a report, I was giving several numbers to "if you want to find out, call here and call here". But I thought that's what I was paying you guys to do?
Overall, the system is a complete joke. Two BRAND NEW sensors have gone out in a month. Especially looking at how much comcast charges for these, makes it even more laughable. House lost power and don't have a backup generator? Forget about protecting your home. The fact that there was even a chance that it could've been a faulty sensor, or a burglary and no one did anything about it makes me astonished. I would highly suggest reconsidering this system if you want to feel safe about your home when you are away.
