Home Security Issue

Home Security Issue: We recently moved. Upon moving, we were informed about the XFinity Home Security service that Comcast recently offers. We decided to cancel our contract with ADT and switched. During my phone call with the sale department, we were informed that there was a promotion and the initial installations and basic equipment would be free. I inquired about a smoke detector and a carbon monoxide detector and was informed that they were not included but can be added for $70 each. I agreed to the cost and requested that they be installed.

The technician came to transfer or cable and internet and to install our HOME security system. He was not informed that the carbon monoxide or the smoke detector was included and therefore didn't have the equipment with him to install. Additionally, he informed us that the charges for these equipment were $89.99 each, not $70 as I was originally informed. I contacted Comcast and was told that the original cost of $70 that I was told was incorrect and that the correct price were $89.99 each. Since I had no other option, I agreed to the new cost and the technician would come back to install them. I was informed there would be no additional installation cost and the only new cost I have to pay would be $89.99 each. The service was scheduled for November 9th, 2013.

The technician called me on November 8th and stated he was waiting at my home. I informed him that he got the date wrong as I work Monday through Friday and the only day I could be home would be on a weekend. The technician apologized and contacted the customer support for me to reschedule the installation for November 16th instead.

On November 13th at 3.37am, our Home alarm went off. The touch screen showed that the basement door was opened. I turned off the alarm and my husband went to inspect the basement door and found that it was still dead bolted. We still don't know why the system went off. To date, no Comcast representative has figured it out. After multiple phone calls (a lot of transfers), the last representative rebooted the system for us. We hope this works. I don't understand why the original phone tech support didn't reboot our system in the first place.

On November 16th, the technician came and installed both the carbon monoxide and the smoke detector on time. However, on November 20th, we found that the smoke detector was installed with a dead battery. We had to go and replace the battery ourselves even when the equipment was installed less than a week ago. Lastly, today, I found that I was charged $40 for technician that came out and installed the carbon monoxide and smoke detector. I contact the Home Billing department and was informed that this charge would be reverse. I am still waiting to see the reverse charge on my online account.

Internet Issues: Because we recently moved, the technician that came out to assist us in the move switched