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#27
digital life

AT&T Digital Life

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.8
User Score
2.0

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Our Score
6.8
User Score
2.0
Rank this Company
Ratings Breakdown

Price

Simple* monthly price
$39.99

Up-Front Costs

Activation, Install & Equipment
$149.99

Technology & Equip.

10/10 = BEST
9/10

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
129 Years

A+

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
305

This Review is maintained by

Review Last Updated: February 12, 2016

AT&T Digital Life is currently available in 83 different markets spanning 34 states. It offers free in-home consultation for new customers to help them decide which security package is best for their home. AT&T Digital Life is more expensive than the average home security provider, starting at $39.99/mo. To see how their pricing compares against other providers see below:

Rank Chart Monthly Price Upfront Costs Video Our Score
#1
$19.99 $0 Yes
9.4
#2
$34.99 $99.95 Yes
9.1
#3
$24.99 $0 Yes
8.8
#27
digital life
$39.99 $149.99 Yes
6.8

The Good

  • Free In-Home Consultation
  • 24/7 Professional Monitoring
  • Free Standard Installation
  • Text and Email Alerts
  • Home Automation Available

We like that AT&T offers a free in-home consultation for new customers. This helps ensure customers purchase the right service plan and equipment appropriate for their particular home. Also, AT&T’s home security systems are compatible with existing home security hardware, making it a seamless transition for customers who have existing systems. In case of a power outage, its equipment comes with a 24-hour battery backup. If you’re looking for home automation solutions, this feature is available, but will come at an additional cost.

The Bad

  • More Expensive Than The Average Home Security Provider
  • Minimum 2-Year Agreement
  • Early Cancellation Fees Starting At $640
  • Poor Customer Reviews (see customer reviews below)

AT&Ts minimum contract is a 2-year agreement starting at $39.99/mo. We have found AT&T’s monthly fees to be higher than the industry average. Also, if you’re wanting to include home automation, this will run you between $54.99-$64.99 per month.

Based on user reviews we’ve received, common customer complaints include installation issues as a result of poor installation practices by AT&T representatives, billing issues resulting in fees, high installation costs, poor customer service, and delays in having the system installed.

Want to know which home security companies are top rated? Click Here

The Bottom Line

If you’re looking for home automation features along with your home security system, AT&T’s offering may meet your needs. However, you will need to sign a 2-year agreement starting at $54.99/mo. If you’re looking for an effective home security solution on a budget we recommend you look elsewhere.

Existing and past customers of AT&T’s have expressed issues related to the installation process and poor customer service. We recommend you read customer reviews below before making your final decision.

View Top Rated Companies

AT&T Digital Life provides a wireless home security and home automation service that customers can access from their mobile devices. Customers’ homes will be professional monitored. The system can integrate with existing internet providers or it can be bundled with AT&T’s internet service.

Technology and Equipment Overview

The AT&T home security equipment is sourced from several manufactures and branded under the AT&T name. AT&T offers three packages: Smart, Smart Security and Automation, and Premium Security and Automation. The Smart Security package is an economical choice that gives consumers home security essentials. The Smart Security and Automation and the Premium Security and Automation packages are more comprehensive solutions that add smoke detectors, carbon monoxide sensors, and glass break sensors.

Several current customers have expressed that they like that AT&T Digital Life Systems uses recessed contact sensors that are installed within the door or window frame and can be hidden from view.

Smart Security:

  • Indoor siren
  • Keypad
  • Motion detector
  • 3 recessed contact sensors
  • 3 surface contact sensors

Smart Security and Automation:

  • Indoor siren
  • Keypad
  • Motion detector
  • 3 recessed contact sensors
  • 3 surface contact sensors
  • Outdoor camera
  • Push button door lock
  • Touchscreen control

Premium Security and Automation:

  • Indoor siren
  • Keypad
  • Motion detector
  • 3 recessed contact sensors
  • 3 surface contact sensors
  • Outdoor camera
  • Push button door lock
  • Touchscreen control
  • Carbon monoxide sensor
  • Glass break sensor
  • 2 Indoor smart plugs
  • Smoke sensor
  • 2 temperature and water sensors
  • Thermostat
  • Touchscreen control

Pricing and Packages

AT&T Digital Life offers three different home security packages. Of the three packages they offer, two of them come with home automation solutions as well. Customers have the option of scheduling a free in-home consultation prior to making a decision.

Smart Security: $39.99/month

  • Remote access from your mobile devices
  • Text and email alerts
  • Wireless communication; no home phone necessary
  • Compatible with most internet providers
  • $49.99 due the day of signup

Smart Security and Automation: $54.99/month

  • Remote access from your mobile devices
  • Text and email alerts
  • Wireless communication; no home phone necessary
  • Compatible with most internet providers
  • View live or recorded video of your home
  • Remotely lock or unlock doors
  • $54.99 due the day of signup

Premium Security and Automation: $64.99/month

  • Remote access from your mobile devices
  • Text and email alerts
  • Wireless communication; no home phone necessary
  • Compatible with most internet providers
  • View live or recorded video of your home
  • Remotely lock or unlock doors
  • Manage temperature and small appliances
  • Detects moisture and ambient temperature
  • $99.99 due the day of signup

Contract and Cancellation

AT&T Digital Life requires at least a two year service agreement for new customers. Each contract will come with its own separate equipment fees and monthly charges. Customers should look over the contract prior to signing up to make sure the terms are clear and all associated fees are made known.

Since there is a two year contract, terminating the contract has its own process. If for any reason the customer cancels prior to the end of the contract, an early termination fee (ranging from $740-$840) will be charged.

Installation

AT&T Digital Life home security and automation packages require professional installation. There is no DIY option. The benefit with the AT&T Digital Life professional installation is that it does not come at an additional charge to the customer. It is considered part of the service once the first fee has been paid.

Customers will need to check availability prior to purchasing AT&T Digital Life. If the services are available in the desired state/cities, customers will need to schedule a time for the technician to come out and install the system. Homeowners will need to be present during the time of the installation.

Monitoring

All three of AT&T’s Digital Life packages come with professional monitoring which allows homeowners to monitor their own homes and families as well. Monitoring services include:

  • 24/7 monitoring – your home will always be protected regardless of the package
  • Homeowner monitoring – use a smartphone, tablet, or PC to check video footage
  • Automation monitoring– adjust thermostats and security systems

Monitoring with the automation packages include:

  • Video monitoring – view live or recorded video footage
  • Door lock status – remotely lock or unlock doors
  • Energy monitoring – conserve energy by adjusting temperature and control of appliances
  • Water detection monitoring – monitors leaks and ambient temperature

Customers will need to download the AT&T Digital Life app in order to monitor their home remotely.

To learn more about AT&T Digital Life home security, visit their website for more information. For more information on other home security providers, view other company profiles.

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

305 AT&T Digital Life Reviews

Select Your Rating:

181
19
9
5
36
5
1
5
5
13
26
0=WORST 10=BEST

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  1. User Score
    0
    February 11th, 2016
    0 people found this review helpful!
    I received the same service. I was promised a year for free with 2 year contract. So I said fine.

    Installation date was set 2 months later. It was cancelled by them twice and rescheduled. They called that they were on their way a couple of times on dates we did not schedule. Could never get anyone on the phone I had to wait for a rep to call me.

    Finally they installed it. Installer was a great guy. A month later we receive a monthly invoice in the mail that was already late because they send it to a mail box that we rarely use and not to the address I gave them.

    Now I have collection agency on my ass and no one will help! total scam.

    Dont do it!

  2. User Score
    0
    February 11th, 2016
    0 people found this review helpful!
    Worst customer service ever
    long waits for service .Promises to get back with you are just brush off. If you have trouble with your equipment look for a minimum $ 90 dollar charge
    and a week waiting for a tech. Stay clear of these people
  3. User Score
    0
    February 9th, 2016
    1 people found this review helpful!
    my service was suppose to be installed on 8/15/2015 was cancelled by digital life staff then another appt for 9/26/2015 it never worked called back on the 9/28/2015 to let them know that i no longer want the service staff of digital life said i called to thank them for the service who does that by phone, called back again on 10/7/2015 to ask for a label to return the equipment no lable was sent so the service was not terminated and i have been calling ever since with no avail. so know that we are the six month mark i am know stuck with a $600. bill for which i called within the 15days cancellation time. And digital life is stealing ppl money for their own profit. i’m now stuck with something that i have no need for is that the way DIGITAL LIFE STAFF THREAT NEW CUSTOMERS IF I DIDN’T CALL I COULD HAVE UNDERSTAND, BUT I CALLED
  4. User Score
    1
    February 7th, 2016
    1 people found this review helpful!
    Your payment software does work. Last month I paid my bill on the 13th, which was not late. However, I received a bill this month saying I didn’t pay my bill last month so now I owe a $5.00 late charge. In addition, I can’t log on this month so my payment will be late because when I try to log on I get a message saying you having technical problems and try again later. Well, I’ve been trying for three days now. If I call for help with the issue, as I have before, I get charged a $5 assistance fee. What the hell am I suppose to do? I have been charged an extra $15 for the past three months and it has been no fault of my own. What a rip off.
  5. User Score
    0
    February 3rd, 2016
    3 people found this review helpful!
    This is absolutely the worst service I have ever seen they have been to our home 6 times and either didn’t have what they needed or the equipment wasn’t shipped out very unprofessional installers that is not even ATT it is severel different companies contracted out by ATT this whole set up is absolutely a joke.
  6. User Score
    0
    February 1st, 2016
    3 people found this review helpful!
    Biggest scam ever. The product was represented to be free for the first year and could cancel any time without fees or penalties. Then they don’t let you cancel and want to charge $600 to remove it and cancel the service.
  7. User Score
    2
    February 1st, 2016
    2 people found this review helpful!
    Everyday some thing goes wrong with monitoring, technical staff is new and does not know how to fix. In last two months I called them 10 times. For installation I had to pay $1500. They advertise $99.00 per installation. Stay away with them. I am stuck at least for year because I spend lot ofmoney to start.
  8. User Score
    0
    January 28th, 2016
    0 people found this review helpful!
    AT&T digital company really needs to improve as a company. I bundle a package deal back in Dec 2015 and still have not had tech out to install.
  9. User Score
    0
    January 26th, 2016
    3 people found this review helpful!
    I am 45 and have had hundreds of thousands of customer service interactions and some have not been good at all. In fact some have been horrible but to date my experience with AT&T Digital Life is by far the worse experience I have ever had.
    I wish I would have seen these reviews before switching from LifeShield. The installation was botched, they lied about what equipment I would receive when I switched over and would not honor the lie. The customer service agents and supervisors argued with me. I was on the phone for 3 hours trying to get an answer to a question I had about having to get a permit. I was misinformed by all 5 of the agents that I spoke to and it was only through my own research that I found the correct answer. DO NOT CHOOSE THIS COMPANY!!
  10. User Score
    0
    January 24th, 2016
    6 people found this review helpful!
    Avoid!!! It has been nothing but a nightmare!! I was told my monthly service would be 54.00 and at the first billing I got a bill for $292.00 when I was promised the 54.00 plus the amount for extra sensors which the actual bill would be not more than $97.98. Well, a few week ago I thought that I had straightened this problem out after speaking with customer service this as it turns out I got another $200 dollar bill, to date, I am explaining again as I have explained before. Please Do not get this service!!!!!
  11. User Score
    0
    January 21st, 2016
    1 people found this review helpful!
    Avoid this company, ATT has high pressure salesmen that will have you talked into this system before you know it! This happened to me, I merely went in to the ATT store to change my account into my name because my husband had passed away. I agreed to change over to Direct TV and I wanted to keep my landline & my internet. The man started talking ‘bundles’ & before I knew it I gave him my Discover card that I thought was for some equipment I needed. Really dumb, I know! I didn’t know when this big box came it was for Digital Life whine I didn’t want. When the Direct TV man came he told me what I did. I was furious. I called the salesman & ATT & told them I didn’t want this. That was a week ago & im still trying to get this order cancelled. I had to hang up on someone in billing because she kept wanting to send a technician out, after 15 minutes I had to hang up on her. They won’t take ‘no’ for an answer. I don’t know how or if I will get this $80 charge off my bill, I returned all the equipment. I get calls from them everyday. I’m not done with this yet, I’m afraid to get my next bill, they’ve got it so messed up.
  12. User Score
    10
    January 21st, 2016
    2 people found this review helpful!
    I have had the AT&T Digital Life system for 6 months now. I felt that 6 months was a good enough time to give an honest review. I have had ADT (very pricey, difficult and costly to relocate when moving.) Bay Alarm ( 400.00 for a system upgrade that was required in order have latest technology)

    So I decided to give AT&T a go. Got a great deal on equipment 2 yr contract most companies are 2 or 3 yr terms so I was ok with that. The installer was on time and professional ( I picked first available of the day) I was told of the 4-6 hours install time so I prepared to be home for the day. After install the tech gave us a good demo of how the system works with the phone app as well. I really like the ease of use on the app that includes the ability to pay my bill. App also shows logs of doors, windows, arming and disarming. I have the smart security with the door package. I love the ability to lock and unlock the door from the app.

    Overall I give AT&T digital Life a 10

  13. User Score
    7
    January 18th, 2016
    4 people found this review helpful!
    Have had the system for a year now and have had only one problem, and that is the system will not send alerts to two phones and they cannot fix the issue, so my wife does not get notified when the system is turned off or the camera detects motion. Mine works fine, but she has to look at the app to see if a package has been delivered or the doors are locked. I didn’t put the digital lock on the front door because I don’t trust them, ours on the garage door has unlocked itself a couple times for no reason. for that I give it an 7.
  14. User Score
    0
    January 15th, 2016
    0 people found this review helpful!
    I have not received the promised terms of the contract. They refuse to discuss it. I have been charged for equipment I did not get, I cannot get my money back without going to court. They have promised a number of credits to my bill that I haven’t received in spite of hours and hours on the phone.
  15. User Score
    0
    January 12th, 2016
    3 people found this review helpful!
    Yeah I wouldn’t recommend this company to my worded enemy. They made me loose time from work to be here for installation. They got here outside their time window and then they started nick picking everything cause they didn’t want to do it. This ATT SECURITY SUCKS Vivint is better people trust me.
  16. User Score
    2
    January 8th, 2016
    5 people found this review helpful!
    Digital life isn’t worth the $$$$…it’s a Mickey Mouse Service….it requires way too many electrical outlets…sales personal lies/misinform customers & there are many bugs in the system ,technicians tell you there’s a 14day free trial (but if you decide within 14 days you don’t want to keep it you’re billed a $100+ restocking fee)…& if you read the Terms/Conditions (which they rush you thru)….it states 30 day trial period on a Scale of 1-10…..I’d rate Digitallife a 2..!!
  17. User Score
    0
    January 7th, 2016
    4 people found this review helpful!
    On 11/29/2015, my husband and I, after shopping various systems, opted to purchase ATT Digital Life. Ryan and Sophia at the Lutherville, Maryland store sold us the product. Per the purchase agreement, three outdoor cameras were supposed to be installed. To date, despite three separate visits by ATT, none of the cameras have been installed.

    The first attempt at installation occurred on 12/15/15. The installer said he didn’t have the equipment to finish the install and would need to come back the following week.

    The following week, a different installer came to our home. Like the first installer, he stated that he didn’t have the equipment needed to complete the install. He called his field manager who promised us that at the next installation visit, the install would be complete.

    On 12/30/15, I subsequently received a phone call from an installer saying that he would complete the install on 1/2/16. The installer confirmed that the correct equipment would be present and assured me this would be the last trip. On 1/2/16, the installer arrived and he admitted that his notes did state that he needed special equipment to finish the job. However, he did not have the needed equipment.

    On the same day, I proceeded to contact to cancel the system. My basis for cancelation was that the installer was unable to complete the install on three separate occasions. Each occasion I wasted 4 hours waiting for the installation.

    When I called, I was told I would need to pay a $640 early termination fee despite the system not being installed per the contract. This was after 2 hours on the phone and being transferred multiple times.
    I subsequently physically went to the ATT store that sold me the product that could not be installed. I discussed this matter with Ryan, the salesperson who sold me the product. He stated he would contact upper level management and call me back during working hours. To date, he has not contacted me regarding this matter.

    Bobi in the dispute resolution department states because the system is partially working, I am subject to the early termination fee.

    ATT is sending out subcontractors that lack the requisite skill and expertise to install security systems. Per our contract, ATT was to supply and install three outdoor cameras. ATT was not able to perform their contractual obligations, despite multiple opportunities to do so. They state the addition “add ons” which make it digital life are not digital life.

    AVOID AT ALL COSTS!!!!!

  18. User Score
    9
    January 5th, 2016
    2 people found this review helpful!
    I’ve had AT&T Digital Life for about nine months now and I am very happy with it. I particularly like the remote door lock and garage door opener. I have only a few small gripes:

    -Outdoor camera is a bit quirky and difficult to adjust. Passing headlights shining on the house at night are detected as “movement” and trigger the recording.

    -On line interface (website) is a bit awkward to navigate. For example, checking your bill balance requires numerous clicks and opening a PDF file. I would expect this info not so hard to get.

    -Same deal with the iPhone app: crowded and clumsy.

    -Service provisioning is weird. They shipped the camera, but the tech brings the lock? Why can’t the tech just bring everything? Then they shipped the camera via one day express but could not give me a tech appointment for three weeks. So they paid good money to ship a camera in one day only for it to sit on my counter for three weeks until the tech arrived. It sounds like something from a Dilbert cartoon.

    Quirks aside, I am very satisfied with my Digital Life and think it’s a great value for the money.

  19. User Score
    2
    December 23rd, 2015
    1 people found this review helpful!
    Extremely disappointed with their customer service especially when I needed to cancel. I recieved conflicting information from diffrent customer services during the cancellation process which was frustrating. Going forward I would not recommend this security company.
  20. User Score
    0
    December 22nd, 2015
    1 people found this review helpful!
    I was interested in AT&T bundles services. They could not get my security system installed for 2 months! When I called into customer service they transferred me 4 times, over 2 hours on the phone, and one cold transfer. You have to call three different customer support numbers for dish cable, security, and cell service. Having these kinds of issues up front is a key indicatory of future issues. Too bad.
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Our Score
6.8
User Score
2.0
Rank this Company
Ratings Breakdown

Price

Simple* monthly price
$39.99

Up-Front Costs

Activation, Install & Equipment
$149.99

Technology & Equip.

10/10 = BEST
9/10

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
129 Years

A+

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
305
Our Score
9.4
User Score
8.5
Rank this Company
Ratings Breakdown

Price

Monthly Price (Copper package)
$19.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
22 Years

A

Customer Support

Good, Bad, Limited
Good

SDM Rank

Top 100 Company Rank
15

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
782