Xfinity Home Security Review

We’ve had Comcast Xfinity Home on our radar for a long time. And we recently tested their products to see how they stack up against the competition. We’ll get into the nitty-gritty in just a bit. But these home security systems are worth a closer look if you a) want home security + home automation + video, b) like sleek and modern equipment, and c) don’t mind paying higher prices and receiving poor customer service.

Now wait a minute… high prices and poor service? Don’t shoot the messenger. These are just the most common complaints against Comcast Xfinity. But we’re experts here, so we don’t just go with “the word on the street.” Instead, we get ahold of the products and services, and we take an in-depth look for ourselves. So, let’s see if Xfinity’s smart home security systems are worth your time and money. And let’s find out if it’s a good idea to protect your home and family with their services. You may be surprised by our findings.

Quick Look at Xfinity Home Security Pricing

Xfinity Home isn’t the cheapest home security system, but it’s also not the most expensive. Expect to pay about $15 to $20 per month to lease the equipment.

Xfinity Home Security Equipment	Price
Base Home System	$15 per month or $360 upfront
Complete Home System	$20 per month or $480 upfront

You will also have to pay for an Xfinity Home monitoring plan, which will set you back an additional $40 to $50 per month. However, this service gives you 24-7 professional monitoring and access to home automation and video capabilities. So the steep price isn’t necessarily a deal-breaker.

Xfinity Monitoring Plans	Price
Home Security Plan	$40 per month
Home Security Plus Plan	$50 per month

When the dust settles, Xfinity Home costs anywhere between $55 and $70 per month. This cost is certainly on the expensive side compared to other brands we’ve seen and tested. Don’t worry, we’re going to share our full experience with their systems. But before we do, here’s some background on Comcast Xfinity as a company (and their oh-so-checkered past).

An Overview of Comcast Xfinity History

If you didn’t know, Comcast is a major (and we mean major) communications company that was founded way back in 1963.1 Comcast added the Xfinity division in 1981 as a cable, internet, and phone provider. Then, in 2011, Xfinity Home security hit the scene, because why not do everything?2

It’s important that you’re aware of the litany of complaints about Comcast’s substandard service over the years. In fact, calling it substandard might be an insult to the word “substandard.” They have recently been dubbed “The Worst Company in America” and received the “Golden Poo” award to show for it.3 Needless to say, Comcast hasn’t had the most glorious run in the past decade or so.
But you have to remember that Xfinity Home is a small part of Comcast’s overall operations. Think of it this way: just because Walmart gets complaints at the top doesn’t mean you’ll get poor service in the auto section of your local store. Also, it seems that Comcast is cleaning up its act. They currently hold a C+ rating with the Better Business Bureau.4 So, it could be worse.

Our Experience With Xfinity Home Security

The Sign-Up Process

Xfinity Home used to be all over the map with system options and bundle packages. But they’ve recently cut their offerings down to two options: Xfinity Base Home and Xfinity Complete Home.5 So all you need to do is choose one of these bundles and select a monitoring plan. That’s it! We found the sign-up process to be pretty fast and easy.

The Xfinity Home System We Chose

We went all-in with the Xfinity Complete Home package, which we paid $480 for upfront, though financing is available. Then, we chose the top-tier monitoring plan, which we’ll cover in a bit. This kit included the following equipment:

• 1 touchscreen control panel
• 5 window or door entry sensors
• 1 pet-friendly motion sensor
• 1 wireless keypad controller
• Xfinity Home app for remote control
• 1 indoor or outdoor HD Xfinity Camera
• 1 Xfinity Home yard sign

Now, if you want to save some money, the Xfinity Base Home system can secure a small home for $360, and it comes with the following equipment:

• 1 touchscreen control panel
• 3 window or door entry sensors
• 1 pet-friendly motion sensor
• Xfinity Home app for remote control
• 1 Xfinity Home Security yard sign

Installation

Unfortunately, Xfinity Home requires professional installation. Yep, this requirement means you’ll have to check your calendar, schedule an appointment, and have a technician visit your home. Thankfully, our tech arrived within the two-hour window they promised us. The experience wasn’t bad, and it took less than 45 minutes from start to finish. Even with that decent experience, we typically prefer DIY installation or at least having the option for it. If you happen to fall in the DIY camp, Xfinity Home might not be a good fit for you.

Ease-of-Use

The truth is, it’s been a while since we tested a security system that was hard to use. In fact, there seems to be an arms race in the home security space to see who can create the system that’s easiest to use. It’s why companies like Alder and SimpliSafe are thriving. So, we expected Xfinity Home to be fairly easy as well. And, guess what, it didn’t disappoint.

We were able to control our Xfinity system using the intuitive touchscreen control panel. This device looks and feels like a thousand bucks, and it performs well, too. With a few swipes of the finger, and you can arm and disarm your system, view live video feeds, and even control smart devices. We also used the Xfinity Home app to control the system. The app wasn’t anything special, but it did give us remote access from pretty much anywhere. Overall, we found that it was easier to use than the average system, but it was not nearly as easy as the top DIY alternatives out there.

Customer Service

Now, time for the million-dollar question. Considering their checkered past, how did Xfinity score with us in the customer service department? Well, they didn’t do so hot. At the risk of sounding old-fashioned, we like to see a number listed for phone support. We had to dig deep in the documentation to find their phone number, which we didn’t like. Then, once we dialed that number, it took a while to get a real human on the line to help us.

So, we tried going the self-service route. Xfinity Home does offer a customer support portal with a collection of useful articles and troubleshooting guides. But let’s be honest, who wants to read these things? There’s also a live chat option that we had decent success with — but again, nothing beats talking to a real human to get the personalized help you need. Compared to brands like Alder, Vivint, and ADT, Xfinity’s customer service fell sort of flat.

But remember, customer service is just one category that we consider. So let’s explore their monitoring options, features, and tech to see how (or if!) they recover.

Xfinity Home Monitoring

Both Xfinity Home monitoring plans offer around-the-clock protection with decent response times. We simulated a few break-ins, and we experienced 30 second response times on average. If you’re not familiar, that’s the time it takes for the monitoring center to contact you and dispatch first responders (police, fire, or EMS), if necessary.

Here’s what you need to know about Xfinity Home’s two monitoring plans. Their base monitoring plan includes features like instant mobile alerts, smart home automation, and video monitoring. Their premium plan costs $10 more per month, but it also includes video recording, motion-triggered recording, built-in artificial intelligence (AI) for smart detection, and, of course, everything in the base plan. Finally, if you’re a current Comcast customer, both plans work with Xfinity X1 to view cameras right from your television using your TV remote. We think that’s a pretty neat touch.
Overall, we liked Xfinity’s high-tech monitoring plans. We found the motion-triggered recordings especially helpful. But the AI technology isn’t 100% accurate, as it gave us some false alarms here and there. We’ve experienced this setback with other brands, too. So it’s not a knock on Xfinity Home — it’s just that the tech isn’t quite there yet. While we liked their plans and felt secure in our home, the $40 to $50 per month price tag is a bit too steep for our taste.

Xfinity Home Features & Technology

We didn’t love Xfinity Home for their pricing, contracts, or required professional installation. But we did find that they do offer several helpful features that we think you’ll like, including:

24-7 Professional Monitoring — This feature comes standard with every Xfinity Home system, but it’s also what makes their systems more expensive than the industry average.

Battery and Cellular Backup — If your power goes out, your system will continue to protect your home and family through a battery and cellular backup. Keep in mind though, Xfinity Home uses a broadband monitoring connection, which is not as reliable or as fast as cellular monitoring.

Smartphone Controls — All systems come with the Xfinity Mobile app for remote access and controls. Using the Xfinity Mobile app, you can check in on your home from virtually anywhere in the world. We think the app is relatively well-designed and user-friendly, but it’s nothing to write home about.

Real-Time Notifications — If your camera detects motion, or a breach occurs, an instant notification will be sent straight to your mobile app. In other words, you’ll be the first to know if something’s fishy.

Video Monitoring — Xfinity only offers one HD camera, but you can use it both indoors and outdoors. The premium plan allows you to store up to 7 days of video history using their cloud storage service for up to 4 cameras.

Television Access — Control your security and smart home automation system right through your television. It works by using your TV’s remote or voice control. Current Xfinity X1 subscribers can enjoy this additional feature.

Smart Home Automation — Xfinity sells a few smart devices, including a smart smoke detector, the Zen Thermostat, an indoor or outdoor security camera, and a smart outlet controller. The systems also integrate with third-party automation platforms to give you access to seemingly endless smart features. But you’ll pay for it.

Xfinity Home Automation

Speaking of home automation, we were capable of accessing loads of smart features by connecting third-party devices to our Xfinity system. Here are a few of the integration partners that Comcast’s Xfinity Home works with:

• Nest Thermostat
• Philips Hue
• Lutron Smart Lighting
• August Smart Locks
• Chamberlain MyQ Smart Garage Door Opener
• And others (see the list below)

Partner	Add-On Equipment Type
Caseta	Lighting
Phillips Hue	Lighting
GE	Lighting
Sengled	Lighting
Lifx	Lighting
August	Door Locks
Kwikset	Door Locks
Chamberlin	Garage Door Opener
Nest	Thermostat
Ecobee	Thermostat
Cor	Thermostat

Our Expert Recommendation

After our extensive deep-dive with Xfinity Home, we have mixed feelings about these systems. On the one hand, we liked their lineup of features and tech — complete with live-streaming video and artificial intelligence. And the devices were well-designed and quite impressive (especially the Xfinity touchscreen control panel).

On the other hand, we did not like their rigid installation policy, lack of camera options, and spotty customer service. But the biggest strike against Xfinity Home was their prices. Sure, the equipment is cheap enough, but they are still expecting you to pay an additional $40 to $50 per month for monitoring. Unfortunately, since there’s no self-monitoring option, there’s no getting around the expensive monthly fees. Anyone would prefer a security system with no monthly fees. Overall, it’s a decent system. But it simply doesn’t meet our high standards when it comes to all-around home protection.

Xfinity Security FAQs

• Does Xfinity offer DIY installation?

  No, their systems require professional installation by a certified technician.

• Are there camera options?

  Xfinity Home offers one HD indoor/outdoor camera. We’d like to see a better lineup of options here.

• Does it offer home automation?

  Yes, Xfinity sells a few products of their own, and their systems integrate with third-party platforms so you can customize your smart home ecosystem.

• How fast are the response times?

  The 24/7 monitoring service has an average response time of 30 seconds. It’s not super-fast, but it’s not slow either.

• Is Xfinity Home expensive?

  We found these systems to be a little expensive compared to the competition. Expect to pay between $50 and $70 per month.

• Is the customer service good?

  Unfortunately, Comcast Xfinity doesn’t have the best track record when it comes to customer service. And we must say, we didn’t love the service we received.