AT&T Digital LifeReviews 218

I recently switched from a security company and system that I had been with for over 30 years to AT&T DL. Good Lord - what a mistake I made, and I am a retired IT MGR of 40 years that use to setup call centers. The alarm system itself is pretty good for the price. Customer Service is nothing but horrifying. When a recent software upgrade needed completed on my AT&T DL tablet it went out to lunch. Twice I called CS support and twice they were to order a replacement sent. Didn't happen because the techs never placed the order. Called again today and found this out. Now #1 I am paying for complete support of the devices per the contract. I should not be receiving the tablet and having to set it up. A tech should be dispatched covering ALL devices per the contract. After another 3 hours just now on the phone speaking to multiple supervisors and departments they finally agreed to send a tech out to install it tomorrow then credit me back the $100 service charge. This is what I was told by Amanda and Crystal(wonderful attitude problem she had). Why do I feel this will not be the end of it? Guaranteed it will not as I am going to have to deal with billing for the service call - I can bet anyone $500 I will. So after reading all of these negative reviews, I must now ask a simply one word question - WHY? How can any company in this day and age put out a product and provide such horrible support and expect to succeed? The solution is so simple. Get rid of the Pakistan tech people that never can seem to speak English so one can understand them. I'm sorry if this sounds somewhat cruel, but my time and money are valuable. My patronage of your product should be valuable. AT&T - the problem is not with your products or your customers. You know how to fix this problem. Someone within your organization that gives a damn please step up and fix this before a Class action is filed, etc. You need help fixing this? Give me a call. I use to do it for a living working for the second largest company user of telecommunications in the world. It's not rocket science. Aug 31st - AT&T has sent out 3 more DL tablets instructing me to do something different each times. Each time assuring me this will fix the problem. NOT. So far I have gone through 5 new tablets over a 2 months period and AT&T could give a rats less. Onward and forward as I will eventually run them out of new tablets. The FedEx fees will be adding also! Anyone from AT&T care to fix this problem - I DARE YOU TO CONTACT ME. YOU HAVE NO FIX!

I really love the Digital Life equipment, but the customer service is horrible. You can never get a representative on the phone. It takes 60 minutes of listening to the same message over and over. The website is useless. It needs to be revamped. It is only for new customers, no support for existing customers. I'm considering going back to ADT after this contract ends! AT&T doesn't care about existing customers, offer no discounts to add on equipment at all. I'm totally over them!

Honestly I have no idea what most of you are even talking about. I have had ATT Digital life for a while now and I still have no problems. I have a camera, door lock, garage opener, plus plenty more add on features and I use the app everyday. I actually switched to Att because ADT was trying to charge me some off the wall fee for a surveillance activation fee. I know ADT uses independent contractors but from the three I talked to, none of them could wave it or knock it down. I had an awesome tech come out and install the system. He was honest and pretty much told me what I truly needed. For those people looking for a camera package for home security I would definitely use ATT not only because they we such a huge. They break down all the cool add on equipment for like 12 months so you can get some of the nice features that you want. I have called a few times for some questions and I have had nothing but great people answer. If you don't like the system that probably because you were using it wrong. I hope this helps. Damion

Christmas time and a salesman convinced me I was paying ADT too much at $29.99. He could do it with free installation and at 24.99 a month Just got another bill for $54.99 for a service that had no siren and a lousy camera that doesn't work. Went to cancel and they want $460 from a person on social security. Fat chance. After 5 hours on the phone, they offered me a 10% discount. I want the agreement that they said I agreed to but they can't produce one with my signature; My grandson is in the DA's office and said let's fight it. I'll keep you informant. By the way, execs don't read these. They have a CEO face book page and won't let you post...

My Smart Security and Automation Service was installed on June 22. The installer arrived at 8:30 a.m. and left around 7:00 p.m. There was a problem with my front camera but he finally got it going. Unfortunately, we continued to have problems with the camera going offline for several days.

The night vision was not sharp. We were not happy with picture quality.

I called Support and learned we have 14 days to terminate service. After that if they have to come out the call is potentially billable.

On June 28 we made the decision to terminate service and cancel our service call as we were not confident the problem could be fixed within the 14 day window and we weren't happy with picture quality.

I called the Retention Department *******727 held for 10 minutes, hung up and went to the Digital Life site. The agent on the chat line informed me the only way to cancel is to call the Retention Department, there is no way to cancel online. I called the Retention Department again, waited 1 hour and 32 minutes. No, I am not exaggerating. I called the AT&T store where we signed up for the service and was informed once again the only way to cancel is the Retention Department number. I had the bright idea of calling *******727 and hitting the number for Support. A pleasant and knowledgeable agent was able to get someone from the Retention Department on the line to assist me in a reasonable amount of time. I was able to terminate service and schedule the uninstall service. By the way, I was informed the uninstall can take up to 4 hours.

Would I recommend AT&T Digital Life to anyone? NO NO NO NO NO NO NO NO NO NO! This service is not ready to be launched on the unsuspecting public.

AT&T Digital Life customers service suck $#*! big time. They are not helpful at all, or understanding. Plus they do not keep their word. They also over price. ADT offer way better service and been around longer. Plus ADT prices are way better then suck $#*! AT&T Digital life. I was moving the end of April to some better apartment. In the process of moving I find out that my new apartment complex don't allow alarm in their units. So a week before my moving I have been trying to get thing resolve with AT&T Digital Life. I have been told by a customer service representative of digital life, an AT&T representatives, and two AT&T supervisors that all I need is an official letter from the landlord stating that they do not allow alarm systems in their units and my early cancellations fee will be waived. I have done that, went to an AT&T store, show the supervisor the letter, have the supervisor called digital life and guess what digital life is not honoring what they told me over the phone. I even gave the name of the representatives of digital life who told me the information and the location the rep work at and still they are not honoring what I been told. On top of that I am seven months pregnant, may almost over, and the still billing me for a product I can not use and not using. Once I get this resolve I will not have service with AT&T for anything. I have a phone and wifi with them. Once my contact is up I will be switching to another service.

I purchased this service in Sept 2015, here are my complaints:
1. Installer was in my home all day ~ and he wasn't a happy person to be around. I didn't realize until he left the damage he did to my hardwood floors and walls
2. Was promised a $50 referral fee and I had to practically beg for it
3. Asked ATT for a replacement sensor because one fell off my front door (shortly after the install) they sent me one and then charged me $48 for it
4. Don't bother trying to call unless you have 30 minutes to be placed on hold then be talked down too from the staff
There are several other services that I will consider once I get out of my 2 year contract
****** crabby installer and disrespectful customer service reps******
DONT DO IT!

We have waited on hold up to two hours to disconnect service. Then they told us they would disconnect service per our request after fighting with them for one hour. We were then informed they didn't actually cancel the service. They didn't send us a confirmation e-mail, even though they said they would. Service never worked well when we h.ad it. The cameras didn't take pictures until the person had already walked past them. Modems are very weak, and ineffective at keeping the system operating. They never call you or notify you when your system isn't working. Rudest customer service reps I've ever spoken to with any company. Also, clearly not in the U.S. Very hard to understand.

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!

I placed a complaint with the executive office, I spoke to Kendra Champion but she never returned a call. I called several times and was lied to each time about management or the person in charge of the executive response team contacting me and it never happened. So glad I'm not in a contract anymore, will gladly take my business to Comcast. I will never go back to their service as the customer service is horrible and I abhor being lied to.

So... I'm paying about $58 plus internet connectivity all through AT&T. And had a service tech out to fix a problem with my security system that was constantly losing power. Tech came out and fixed in a first visit. It went out again with the same issue. This was back on 4/1. Call the support center and they want to run me through their check list of items etc. Nothing. Asked them to send out a tech again for the same issue and they are wanting $99. For a repeat issue. Then after speaking with a "manager"... maybe... he booked me for a 4/21 appointment to resolve the issue. Meanwhile, my home has not had coverage up to today. Cameras and system are offline. This is what you get from a service stand-point. Called again to have my service stopped and again on the phone on average 30 minutes. ADT sucks as well, but never been treated like this considering I have cell phone, Uverse, and security with a company. That equals about $1200 month going to a company. One would think that customers the spend more would get better treatment.