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New Visitor
allenhentschel
Posts: 1
Registered: ‎06-30-2012

Very Dangerous Thermostat

I am sharing here the fact that the thermostat we had from Comcast as part of our security system went crazy and started blowing hot air into our home even though it showed it was cooling our home. It accessed our furnace which I am pretty sure other thermostats are not able to do. I turned the furnace off using my breaker box and the thermostat stopped working completely when I did that. Also we were not able to shut off the thermostat so we could use our fan to cool down the house for us and our dogs. If we had a crated animal in our home or no doggy door we would have come home from work to two dead dogs. The temperature outside was ninety degrees Fahrenheit so even with a doggy door our dogs could have suffered heat related problems Luckily I do not work even though my wife does. But I am very sensitive to the heat and I started to get sick. My wife had to stay home with the dogs and I so she lost a days wages because of Comcast’s very dangerous thermostat. We were forced to have a different thermostat installed which is a long story but we felt it was the best option in the long run. We realized the hard way that your thermostat should be part of your heating and cooling system and not your alarm system. I am doing everything I can to see that their thermostat is pulled from the market. I feel Comcast should never have offered thermostats as part of their security system in the first place.
I have reported them to the consumer safety folks and the Better Business Bureau. I was told that my case had been assigned to someone in their so called Customer Loyalty Department. They were suppose to be back in the office on this Monday the 25th of June. As of yesterday Friday the 29th of June I have not heard from anyone. I have been trying to find a way to contact the Home Security folks by email like a person can contact the other three divisions. So far no luck. My wife and I are loyal Comcast customers. We want to help them by letting someone in authority know about all the problems they are having and how those problems are affecting folks like us. Someone had actually annotated on our account that a serviceman had come out to our home and found nothing wrong with our thermostat. According to his supervisor he had reported that the problem had been resolved. We had been told he was coming out to us to replace the thermostat so we could cool down our house. What happened was he showed up with out a thermostat. Xfinity had taken over servicing the thermostats from the subcontracting instillation company without first having thermostats to install if they could not repair the original one. What happened was we had to buy a thermostat from someone else. On Monday the 25th their nice serviceman came out to our home and took back their thermostat. He also removed that option from our Home Security Screen. I checked our account and the price of the thermostat has been removed. The other day I was able to talk to someone at one of their monitoring stations. He was much more knowledgeable than other folks I had talked to in the past. He gave me a direct number to contact them with. So we are making progress. We had been told by the Customer Loyalty folks that we were the first to have to return a thermostat. The man at the monitoring center said that was not true and that he new personally of many folks returning the thermostats. We are just hoping that someone higher up in the food chain who is over all four of their departments will get involved. We feel it is not fair for this new department to put the other three departments and their great employees in jeopardy by having people give up on Comcast completely.
Email Expert
madylarian
Posts: 8,394
Registered: ‎06-30-2003

Re: Very Dangerous Thermostat

I've asked the Comcast administrators to look into this situation.

mady

Honi soit qui mal y pense
New Visitor
customer2608
Posts: 1
Registered: ‎08-10-2012

Re: Very Dangerous Thermostat

I just had our xfinity home security installed and the thermostat wont turn off!! my house is getting super cold!

New Visitor
kathylew1228
Posts: 4
Registered: ‎10-09-2012

Re: Very Dangerous Thermostat

My thermostat doesn't work either. I tried using it to turn on the heat last night (this is the first time I've had the heat on since having it installed). I set it to 68 degrees...I woke up to a 56 degree house! Comcast needs to get these bugs worked out!

Visitor
Posts: 2
Registered: ‎03-09-2010

Re: Very Dangerous Thermostat

I am away from my home till April and my thermostat continually turns off.  The house temp is 33 to 42 degrees since I noticed the problem Feb 1.  I have changed the setting rules and continually turn the thermostat back on but it turns off.  After resycing and rule setting which did not solve the problem, the  phone help says to call a tech but I cannot return home without buying an airline ticket. 

New Visitor
S1mberly
Posts: 1
Registered: ‎03-13-2013

Re: Very Dangerous Thermostat

Just had this issue last week in my new construction home.  Fortunately my builder is a good friend and he was able to get the heating and air guy out to look at the problem.  Comcast installed the home security/thermostat Monday.  On Wed. my unit cut off and I couldn't get it back on.  We reset all breakers and it came back on for about 20 min then cut out again.  Next day heating and air guy came out and found out that the breaker was blown because the thermostat was running on emergency/aux heat for 3 days straight.  Evidently there are two different ways to hook thermostat to the heat, normal and Emergency.  Only emergency was hooked up.  We put the old thermostat back on, replaced the breaker and now my heat works fine.  Comcast is supposed to show today.  We will see what happens.  My advice is if your unit is cutting off while heat is on, check to make sure your outside compressor is actually running when the heat is blowing.  If not, then it's probably just running the unit thats probably in your attic.  

New Visitor
kathylew1228
Posts: 4
Registered: ‎10-09-2012

Re: Very Dangerous Thermostat

Great...my heat has been running on Auxilary Heat constantly since the Comcast guy came back out to "fix" it. If these guys don't know how to hook this stuff up, Comcast needs to send an actual heating/air person out to do it. This is ridiculous. I guess I'll be calling (and paying) my heat and air people to come out and fix something that wasn't broken until Comcast got involved. No wonder Comcast makes you sign such a long contract for their security system. Otherwise, I think people would be cancelling right and left!

New Visitor
concerned_in_pa
Posts: 3
Registered: ‎04-02-2013

Re: Very Dangerous Thermostat

I have had Comcast Home Security for 2 months, and I have had nothing but trouble with the thermostat.  

I have probably spent 20+ hours with Comcast technical support on this.

 

First of all, I learned that the thermostat is not "calibrated" when it is installed. 

That means the temperature is not correct from the beginning.

I discovered this last month, when the readings consistently didn't make sense.

 

One of the tools that I used was a LaCrosse remote temperature sensor which provides another tool to "sanity check" remote temperatures from the Comcast thermostat, and this alerted me to the problem with the incorrect Comcast thermostat.

 

So I taped up a bunch of regular thermometers (of different types) on the wall next to the Comcast thermostat.  It was clear the Comcast thermostat was showing the wrong temperature from the beginning.

So then I "calibrated" it to show the Comcast thermostat to show the correct temperature.  I also then replaced the battery as well (which turned out to be a waste of time).

 

I have frequently found the Comcast thermostat is not accessible online.  The Comcast Home Security people tell me this is problems with their broadband service, which they say is separate from their Internet service, when they told me a broadband service was done, and I could demonstrate there was Internet service working.

 

I also discovered that after 1.5 months of usage - the battery mysteriously went bad in both the Comcast touchscreen and in the Comcast thermostat.  Now I replaced the battery when I calibrated the thermostat last month.  But it still went bad.  The problem is when the thermostat battery went bad, it turrned off the heat in the house, during a cold winter day.  No warning, no alert, just no heat.

 

Comcast REALLY needs to get their act straightened out in supporting this product, before some customer escalates on this.  Having products that turn off the heat in someone's house during the winter is a serious, serious issue.

 

 

New Visitor
kathylew1228
Posts: 4
Registered: ‎10-09-2012

Re: Very Dangerous Thermostat

I finally just had my heating/air person re-install my old thermostat...it's not worth the hassle. Just like I wouldn't ask an HVAC person to fix my cable/Internet, I decided I probably shouldn't ask the Comcast guy to install a thermostat...none of them have a clue.
Visitor
fixitright
Posts: 3
Registered: ‎05-17-2013

Re: Very Dangerous Thermostat

Xfinity home thermostat heats when it says it is cooling. Called for service. Scheduled 1-3 Friday. No show. Called was promised a call within thirty minutes (received call) service tech to show by 430. Received call at 430 tech scheduled could not fix and would not be coming. I was told it would be scheduled for outside contractor and they would call. Called back to see if they were scheduling a qualified tech, thermostat complaint work order was closed.............WHAT!!!! Finally after getting loud got it rescheduled but they have no idea if the scheduled tech is qualified????? They are such a big help. First they couldn't find my account, which seems to be an ongoing issue. Apparently they stated to be able to find me by phone I needed a comcast phone. So I said what about my name and address, they said no. Evidently the recording that lists how they can access your account is a lie.

Regular Contributor
DKSac
Posts: 55
Registered: ‎05-06-2013

Re: Very Dangerous Thermostat

[ Edited ]

I am sure your problem is resolved, but I don't think you know how an Central AC system works. If you understood how it works you would understand why turning off the furance would make the AC stop working.

 

FYI it should have access to your furance.  

Recognized Contributor
MissyLaneous
Posts: 918
Registered: ‎01-07-2007

Re: Very Dangerous Thermostat

The air conditioning system requires the furnace BLOWER.

 

If you have any concerns about the wiring, please contact a licensed HVAC person or an electrician.  You don't want an ill-equipped person messing with your system wiring.

__________________________________________________________
"CUSTOMER SERVICE" means providing
s-e-r-v-i-c-e to the customer, not the other way around.
Visitor
fixitright
Posts: 3
Registered: ‎05-17-2013

Re: Very Dangerous Thermostat

Once again comcast did not show because the thermostat problem was scheduled for an unqualified tech. After repeated requests to schedule a certified tech comcast assured me they did. WRONG. Thanks for nothing, and to think Comcast has the nerve to refer to me as a valued customer. In truth its blowing smoke, they don't mean it. If they did they would not promote a defective product, and a qualified technician (hvac) would do the install. Allegedly, someone will be here tomorrow, we shall see. If you decide on xfinity home, forget the thermostat.....................tell comcast to keep it.

Regular Contributor
DKSac
Posts: 55
Registered: ‎05-06-2013

Re: Very Dangerous Thermostat

[ Edited ]

Are you the one who is demanding a qualified tech, or is comcast telling you only a qualified tech can do it. If it is you who demanding a qualified tech, then the problem is not with Comcast, it is with you. An HVAC specialist to install a thermostat is beyond overkill. Seriously. 

 

FYI any competent person should be able to remove the thermostat and install it correctly. There is no need for a some specialist. 

Visitor
fixitright
Posts: 3
Registered: ‎05-17-2013

Re: Very Dangerous Thermostat

In my area comcast uses outside contractor for thermostat problems and security problems. The tech for cable/internet who was assigned to fix it told me I needed a qaulified tech. Apparently you assumed I meant hvac personnel. Wrong. Obviously if you represent the company you are part of the problem. This is my last post since apparently the reply came from someone who did not read or care. Typical thanks anyway.
New Visitor
Zoonski
Posts: 1
Registered: ‎01-07-2014

Re: Very Dangerous Thermostat

I seem to have the opposite problem than most in that the Xfinity (Home) thermostat doesn't or can't turn on Emergency Heat.  After 2 hours "chatting" with a tech this morning I gave up.  2 Deg F outside 63 Deg F inside with setpoint of 74 Deg F.  I've almost finished burning all my Early American furniture to heat my home via fireplace.  Anyone else have problem with "Ecosaver" and that it takes 30 days to "learn" my patterns?  Trusty chatting tech said she turned Ecosaver off..nothing changed here.  Good thing I saved my old Honeywell thermostat.