AT&T Digital Life

Most incompetent Company I deal with. Took 4 Installation 'Professionals' to get the system installed correctly and working to out satisfaction. Without writing a book, an example is that the first technician installed the hardware on the front door but neglected to 'activate' it so if someone broke in the front door the alarm wouldn't have sounded. We had to discover that on our own. AT&T has no option for a 'Panic' alarm on a fob or anywhere other than the hardwired Security Panel or your smart phone which is not an option for older, non-technical users (picture Grandma finding the App & using it on her iphone under stress at 3am?!). The beeping indicator when setting or disarming the alarm is so faint that it is impossible for older clients to hear. In the 6 months that we have had the alarm and service they can't seem to keep straight that there is a different billing address and service address. We have no confidence that they will actually show up at the correct property if there is actually an emergency. We bundled AT&T security with AT&T TV, Internet & Phone. As soon as our contract is up we will be switching to ADT. Big mistake to ever get into a contract with AT&T Digital Life!

I have been on the phone for hours, weeks, and months regarding the service. I was billed for down time. If I cancelled they would charge me a cancellation fee. That is the only reason I kept the service! I spoke with manager Samantha Vargas and Trey McMillan spoke to several different advisors and they LIE! I was told they would reverse the charges for the downtime, they took a $55.00 payment and restored my services. After restoring my services not even 2 weeks later the amount they waived got put back on my bill with no record of my conversation! I asked them how I was able to restore my services and they were unable to answer that. I asked them to listen to the recorded calls to verify what I am telling them. Samantha a manager in billing stated she would and never called me back. I called and spoke with Trey and he has no one else he can transfer me to supposedly (so I guess he signs his own checks)! Now Trey states he is in customer care and he will try and get a hold of Samantha then get back to me because there is nothing he can do since he is in a different department. So basically more run around and no resolution. No one cares and they will not help! They lie, do not document anything they say and unable to pull recorded calls! BAD CUSTOMER SERVICE just BAD SERVICE OVERALL! STAY AWAY FROM DIGITAL LIFE svc. Luckily my contract is up! I am done with them!

After reading these reviews, I feel much more comfortable with my decision. I am fortunate to have cancelled the service before it was started. I took my wife to an ATT store for a new phone for her. The sales person put the hard sell on us for this alarm system. They started with one month free and then escalated to one full year free. I could never get a straight answer from them regarding equipment costs, taxes, add on fees, etc. It was the sketchiest transaction I have ever experienced aside from buying a used car. They hard sell you and start lying that the system is FREE because with 1 year credit and the equipment being free (which it turns out was not), they lied about the insurance company covering the rest via a credit from your homeowners policy. I agreed to one year free with no equipment charge. I said give me a store generated receipt with all of the terms - the salesman said the computer was down and could not do it - but said he will email it to me and would have it in my inbox within 30 minutes. I told him if it is not all spelled out in 30 minutes I would cancel the service. Well 2 days later I found out the following: 1. They signed me up for the basic $29.99 service while I would get billed for the $39.99 service and once it was initiated there was nothing I could do. 2. There were NO 1 year credits - the ATT rep said there were no promotions like that and if it was not on their paperwork, I would have to provide them a receipt from the store stating that credit - which by the way WAS NEVER emailed to me. So I would have been stuck with the $39.99 monthly fee with NO credits to offset as they promised, 3. Told the equipment shipped despite me cancelling it day 1 when I never got the receipt. 4. Told there was over a $700 cancellation fee if I waited 14 days regardless. So bottom line this entire process is a SCAM! I should have not made this type of decision on the spot and done some research - I have found over 10 sites of customers who had the same experience I did. As everyone on here states RUN don't walk from this system. It is a shame as I have had ATT for many years on my cell and now question the ethics of this company. Looking to switch phones to Verizon.

Purchased an alarm in Nov 2013 Digital Life Account **************. I sold my home in July 2015 and called them to notify of my relocation. They stated in July they do not service that area and to leave the equipment for the new homeowners. Also I would not be responsible for the remaining months on my 2 year contract. Well since then, they have billed me for early termination of the contract. I called back in August shocked to receive a bill and the representative checked my new address and stated they could service the new address. I told them this is not what I was told in July and then tried to get me to do a credit check and get a new system. This is not what I was told in July and it is obvious I had been a loyal customer since November 2013 until July. Now they are billing me due to some information their customer service rep provided to me and now want me to pay the balance. These practices are deceptive and I would recommend NOONE to do business with ATT Digital LIFE... STAY AWAY...

Very disappointing and I Will share my story with EVERYONE I KNOW, website, BBB, etc. This is really sad...

Digital Life Customer Service called telling us that our system was not working correctly, asked me to check an item for them after which the man said it was a problem that I could not correct--but they would need to come to the house to fix. Because it was something that I couldn't fix, there would be no charge --he stated the normal charge was 40 dollars. Service comes--and decides it was something I could have done. He charges 99 dollars and tax. I called DL and was told they would checkin to the issue and call back within 30 min. They have yet to call back. I called after a few days and was told there was no charge on our account--so assumed there wasn't until receiving the bill in the mail. Calling again I was passed from one department to another--apparently even from one town to another--at the end the man stated because the man who called us at the beginning did not put in his notes that there would be no charge, then there would be a charge. How unethical! After 1 hr and 47min, I told the last person that because they told us there would be no charge-they should take it off-basically let ATT DL learn from their mistake and be sure all future clients understood there would probably be a charge. He said it wouldn't happen. Basically I as the client have to eat the cost of their mistake.
What exactly does it say on our account? I told him to add some very specifics remarks I made to let me know if they really do put down what the customer says.

I have been a customer of ATT's for over 10 years. I have my phone, tv, and internet service with them so why wouldn't I sign up for the security system? I signed up for the $54.99 plan with the security system and cameras. When the tech came he advised that the lockpad wasn't compatible and that the cameras only recorded in 10 second increments that I should buy my own to avoid monthly charges. He told me to return the equipment and my contract will be adjusted to the lowest package about $34.99 for the security system only. I returned the equipment as advised and even confirmed with customer care that they received my package and that they will make adjustments. A month later I get a bill for $139.99 for a pro-rated amount as well as for the full $54.99 contract and I called customer service. They told me that they are not able to downgrade me and all they can tell me is sorry that the tech told me something that wasn't true and that because I was out of the 14 day window they will charge me $740 for the early deactivation fee along with the $139.99 and an additional fee for any other equipment. So basically they were charging me for a service I did not have, equipment they did not return, and even if their tech that represents their company told me otherwise, they refuse to downgrade and is still charging me over $800 in deactivation costs. Absolutely ridiculous!

I personally think that Digital Life horrible service and the customer service is the worst! I called to cancel because the service and equipment are so bad and I'm at day 16 but 2 days you can't cancel (Sundays) so I'm actually at day 14 and they will not accept my termination of contract - even if I pay my termination fee I still owe for horrible inefficient equipment. Workmanship is horrible, I have holes in my wall and thermostat does not work correctly - oh yes they will credit me the energy package since it's not working but that also takes out my smart plugs which is why I went with this package, go figure. When you ask to go higher than a level 2 the managers are not in and will call back - to date I'm waiting on my 3rd manager to call me back, 2 managers were suppose to be setting up appointments to have a service tech come out, and that did not happen through them. We have wasted days off and numerous hours on the phone but they don't care that my time is worth something too. I just want the system out of my house my contract dissolved and I even offered to pay the $99 re-stock fee but that was not good enough. I'm so upset with Digital Life and the way they screw over the consumer. I can not believe I am loyal to this company and have all their other services and Digital Life is the one service that needs the kinks worked out and I do not want to be the test house but since they count their days off as days to cancel I'm screwed even though I could not cancel on day 14 if I wanted to THEY WERE CLOSED and they make no exception -BEWARE of stall tactics

One would assume ordering Digital Life security alarm package would be very simple since there are ONLY 3 packages to choose from (Smart Security, Smart Security with Automation, and Premium Security with Automation). So after looking at the features online we called the phone number to order/get a quote and asked for the middle package, Smart Security with Automation with the $49.99 due today special and that we would like to add an additional outdoor camera and enough window sensors for our windows--only 3 sensors come with all 3 packages. The sales rep on the other end of the line was very confusing--always trying to "see if there's a special on that in your area" when all I wanted was the dang middle package, and extra camera, and enough sensors. She even asked how many windows we had so we would get enough sensors.

So, after we ordered, they charged my card for$100--no biggie because I assumed it was the $49.99 plus extras for the addt'l outdoor camera and window sensors.

The package with our order arrives in a couple days and says not to open it on the box--something about waiting for the installer tech to open it. So we do.

Installer tech arrives the day scheduled, opens the box and guess what's in there--the BOTTOM tier package (basic) plus an outdoor camera, NO additional window sensors. So basically I got LESS than what comes with the middle tier package for an extra $50. The tech was able to locate 6 more window sensors (still not enough for all our windows but still better than 3) for some added cost of something ridiculous but whatever, we really wanted all our windows covered (or most of it at least by now).

We were already irritated about not getting what we ordered so we just went ahead with the install since our home had been broken in to literally the day before and just assumed we could call AT&T to get the addt'l items left out of the middle package--basically the door lock deal that you can lock and unlock from your phone and has a code thing. We've called twice now, each time as confusing as the first and are currently waiting for a supervisor to call us back.

AT&T can take their sh! T security system back--I'm still within the 14 day window. Worst 1st impression ever, AT&T.

From three get go I've had nothing but trouble. AT&THREE didn't coordinate my internet install to bee done the day of installation. A week later it was finally installed. Within a week my sensors weren't working in family room. About another week to yet new sensors. Couldn't greet them to work so called in to yet servicer tech to fix. A bit guy with long hair band an ego ad long ad is hair camw in like I was a bother to him fixed them. He left EVERY window unlocked when he left. About8 weeks later AT&T did an upgrade "to better serve their customers". My alarm hasn't worked since. I call to greet a technician they make me troubleshoot. Doesn't work. Twice when they put me on hold to schedule they disconnect me. I call back they make me troubleshoot again, put me on hold, disconnect me sms they cycle continues. I call to cancel they're going to charge a termination fee. I wish a law firm would start a class action suit against them. This is the sorriest excuse got a company I've ever seen.

Horrible company! Security reps are polite and helpful with issues. However the employees that answer phones concerning any problems are terrible. E.g. They will lie say they are sending a technician to deal with two issues when they know the can only send one from one Dept. They will put you through to a supervise(meanwhile I drove one hour for something I did. It need to do)
My internet service was down for MONTHS while I was out of country dealing with sick parent so I could not take time to call for hours as this is what it takes literally at least on e hour to get thru to correct person. You have to give same story over and over put on hold and then get either cut off or rolled back to the first Dept. Att digital life is hell on earth to deal with! ( the actual att security operators are good) the technicians coming out are good. BUT THE SERVICE OPERATERS ARE HORRIBLE. AND YOU WILL GO CRAZY DEALING WITH THEM! And the head does not know the butt! They claim to be one company but are really two Att and attdigilife

We have been customers of AT&T for over 14 years. We've had issues with our Internet service for years. They upgraded our Internet to fiber optics which was supposed to improve our service. However our Internet service is still inconsistent up down up and down. In addition, our AT&T digital life service is even worse. I was told that the cameras would be running off cellular to avoid the inconsistency of Wi-Fi/Internet service. Our cameras are constantly off line, a real security issue. Whenever calling into AT&T regarding repairs it takes three weeks to a month for someone to come out to repair. Just yesterday the tech came out Mr. D. When he left the cameras went right back down again. I called Digital Life regarding the issue (oh by the way each time you call Digital Life they want you to unplug replug (repeatedly)the wi fi and all other plugs, stay on the phone line for almost 2 hours while they restart the system which is supposed to be a system reset, then they put you on hold to only repeat the whole thing again and again such a waste of freaking time-the worst service ever!) you can never ever get a hold of a supervisor in hopes of some type of resolution you have to wait 24 to 72 hours before a callback. You best hope you catch the call or else you'll never speak to anyone. I would not recommend AT&T Digital Life to anyone unless you want to waste your time and money. They told me that Brinks will be taking over their customers because of all the issues and Digital Life was trying to do away with their home security service therefore they have merged with Brinks and Brinks will be taking over their customers at no additional charge. They asked me if I was interested in making the switch – ABSOLUTELY! Well, it is now going on three weeks Brinks and has not bothered to even touch base with me. I was supposed to have an appointment two weeks ago, I called to confirm the time only to find out that Brinks had pull the contract three days before my appointment and didn't even bother to tell me while I'm sitting at my home waiting till this day still no return call from Brinks worst service ever that is a huge lie talking about number one in customer service? They suck too! AT&T needs to get some structure and get it together you were too large for this crap! Keep it up and you'll be out of business too!

I had purchased this system on a Saturday. I went in for a cracked phone screen and was cleverly conned into the system. It all seemed legit. I got home and scoured the web for reviews. Glad I did. I called them to cancel on Monday, I waited for 15 minutes before getting another sales person. I explained why I wanted cancel, and price was a factor. He kept me on the phone for 40 minutes, trying to offer me discounts after discounts. He said he couldn't believe I didn't want these "generous" offers. At this point my blood was boiling. I kept my calm and kept repeating myself, I simply wanted to cancel, please cancel. He finally agreed to cancel. He then mysteriously had computer problems and had to reboot, put me hold even longer. After awhile he said it was cancelled and that the equipment hasn't been shipped yet and will cancel that as well. After an excruciating call he said it was all cancelled and we hung up.

Tuesday, I received an email saying the equipment has been shipped to my home. Confused, after being told it was cancelled, I called again. I was on hold for 15 minutes before being connected to someone. I explained, bluntly, what happened and reiterated I did not want another sales pitch. He was actually nice and checked my status, (while muttering about more offers). It was never cancelled! Nothing, not even the install date! I became furious. I demanded it be cancelled and I better receive a confirmation. He apologized for this and put me hold again while he cancelled it. I was on hold for another 5 or so minutes. He assured me that it was cancelled and when I receive the equipment to return to sender or to open them up and place return labels on them and send them back. We hung up and I received a confirmation email of cancellation.

Now I have to wait until I get the packages and waste more of my time returning them. This is not a system you want and definitely not a customer service you want. There are too many negative reviews and too much fine print to sift through. Stay away from this hassle and research a different company to get a better home security system(which I'm doing now).

School management software from school-alarm website that i have used for my school is good. First time i am using such a good software.