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#27
AT&T

AT&T Digital Life

Similar to: Frontpoint Security

Our Score
6.2
User Score
1.3

Visit Site

Our Score
6.2
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Simple* monthly price
$39.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
881

This Review is maintained by Chase Sagum

Review Last Updated: June 28, 2018

Headquartered in Dallas, Texas, AT&T Digital Life provides home security and automation services to residents in 34 states. The company offers several pieces of home security equipment, including video cameras, remote door locks, garage controls, smart lights, and energy management tools. In addition to Digital Life’s 24/7 security monitoring, customers can quickly and easily access their Digital Life wireless home security system from anywhere in the world via its mobile app.

Security System Overview

Consumers that would like to use Digital Life home security and/or automation are not required to already use any other AT&T services such as cellular services, TV, or internet. Each home security package includes different features but additional automation features may be also purchased at any time.

AT&T Digital Life offers three home security packages:

  1. Smart Security: $349.99 upfront, $39.99 monthly – 24/7 professionally installed and monitoring with home safety features and devices. Specific features are not specified on the Digital Life website.
  2. Smart Security and Automation:  $549.99 upfront, $54.99 monthly – Includes all features of the Smart Security package plus the Camera Package and Door Package. Feature s include window sensors, a garage door controller, smart door locks, an outdoor camera, and more.
  3. Premium Security and Automation: $849.99 upfront, $64.99 monthly – Includes everything from the lower security packages as well as a smart thermostat, light control, and other energy features. A temp & water sensor is also included to detect water leaks and tell you the ambient temperature of the room.

 

The Good

  • Free in-home consultations
  • 24/7 professional monitoring
  • Free standard installations
  • Home automation services available
  • Remote access via mobile app

Free In-Home Consultations

AT&T Digital Life offers free in-home consultations to interested consumers. This helps to ensure that the customer will purchase the equipment and service plan that is best for them and their particular home.

24/7 Professional Monitoring

Digital Life professionally monitors each of its home security systems around the clock, which means customers can rest assured that their home and family will be safe in the event of a break-in.

Free Standard Installations

AT&T Digital Life will perform all standard home security system installations for free. This cuts down on upfront costs and makes installing a security system more affordable for customers. Additionally, AT&T’s home security systems are compatible with other hardware, so customers who already have home security equipment can make a seamless transition to Digital Life.

Home Automation Services Available

If you’re interested in home automation services, AT&T offers smart locks, smart lights, smart thermostats, smart appliances, and garage controls. However, these features come at an additional cost.

Remote Access via Mobile App

Customers can access and control their home security system remotely with AT&T Digital Life’s mobile app, which available for iOS, Android, and Windows devices.

The Bad

  • More expensive than some competitors
  • Minimum 2-year agreement
  • Early cancellation fees may apply
  • Poor customer reviews 

More Expensive than Some Competitors

Upon signing up for Digital Life, customers are required to put $39.99 to $99.99 down, depending on which package they’ve selected. Additionally, AT&T’s monthly monitoring fees range from $39.99 to $64.99 per month, which is higher than the industry average. Check out the Equipment Review section below for specific package pricing information.

Minimum 2-Year Agreement

AT&T Digital Life’s minimum service agreement is 24 months, which means that customers will either be locked into a contract for at least two years or have to pay steep cancellation fees.

Early Cancellation Fees Apply

Customers do have the option to get out of their Digital Life contract—at a price. Early cancellation fees start at $640 and go up from there, depending on how much time you have left in your agreement.

Poor Customer Reviews

Based on user reviews we’ve received, common customer complaints include installation problems and delays, billing issues resulting in fees, and poor customer service. AT&T Digital Life currently ranks in the bottom 10% in user review scores of all home security companies we have reviewed. Over 500+ people have provided Digital Life reviews, sharing their experience here with AT&T Digital Life. On average, those people have said their experience was roughly a 2/10.

The Bottom Line

AT&T Digital Life offers high-quality equipment and provides its customers with free standard installations, 24/7 monitoring, and an easy-to-use mobile app. They also require their customers to sign into a two-year contract that can only be canceled by paying a steep fee. These are all pretty common features with other home security providers. The big thing to watch out for with AT&T Digital Life is the customer reviews. With so many of them being negative, it’s worth taking the time to research other providers that have a much more positive customer sentiment. Companies like Frontpoint Security, Protect America, and SimpliSafe.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.9
$19.99-$42.99
$0

#2

7.2
$34.99
$99

#3

3.3
29.99-59.95
$99

#27
AT&T

1.3
$39.99
$0

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881 AT&T Digital Life Reviews

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  1. User Score
    0
    October 17th, 2018 New Haven, CT
    0 people found this review helpful!
    everything about this customer service is POOR. My appointment was cancelled 6 plus time, they miss calculated my payment, messing up my auto pay, so much more. Now the door lock is saying I need to replace batteries and just got the system less than 6 months ago. I do not recommend this system to anyone.
    Read More
  2. User Score
    0
    October 16th, 2018 Roswell, GA
    0 people found this review helpful!
    Unable to fix connection remotely , and cannot get a technican for 10 days. And then the only time available is 4 to 7 PM. Customer service over the phone is very frustrating, reading a script with a foreign accent is very difficult for the consumer, but ATT is saving money by using call centers outside the US. They are not focused on the consumer, just making the most revenue and getting by with weak customer service. They have the worst ratings of any major company with no changes being made. Someone in the C-Suite of ATT needs to take notice. I will be changing companies.
    Read More
  3. User Score
    1
    October 3rd, 2018 Bryan, TX
    1 people found this review helpful!
    While the service was okay after my 2 year period was up I called to cancel service on 9-22-18. They tried to talk me into staying at reduced rate but said no. Realized on 10-3-18 service still active. Called again to cancel and asked why not as of 9-22. Said they could not do that. Only as of 10-3-18, You know calls are recorded, Terrible way to do business.
    Read More
  4. User Score
    0
    September 26th, 2018 Charleston, SC
    0 people found this review helpful!
    Their customer service is horrible! Every. single. time you call its an argument to get the simplest thing accomplished. It’s extremely frustrating and not even worth the $40.00 a month
    Read More
  5. User Score
    0
    September 25th, 2018
    0 people found this review helpful!
    Their customer service over the phone is terrible. The people answering are poorly trained and seldom know how to answer very basic questions.It’s a lot like they’ve never been asked these questions before. They always have “system problems” as an excuse for taking so much time to answer these questions. The only saving grace is that their home technicians happen to be great. Stay away from this service and go to Vivint who is just so much better
    Read More
  6. User Score
    0
    September 25th, 2018 Cincinnati, OH
    0 people found this review helpful!
    the cameras were never working and I was always calling them. I canceled my service and was told it would be 293 and I could make payments. I call to make a payment and was told it was now 325 and that it would go up every month. They have horrible service and just want their money.
    Read More
  7. User Score
    0
    September 22nd, 2018
    0 people found this review helpful!
    ATT digital should NOT be in the service of protecting people’s homes and families. My equipment has not worked one too many times for something unfortunate to happen in our home. I cancelled today, which leads to a whole other host of problems. Our thermostat is not working and incannotncontril the air in my home.
    Read More
  8. User Score
    1
    September 20th, 2018 Ogden, UT
    0 people found this review helpful!
    Horrible customer, worst of any business I’ve ever dealt with. I tried to cancel my contract 6 days before the actual end date, was told I’d have to pay a $27 early termination fee or call on the end date; they would not cancel then for an effective date 6 days in the future, so another annoying phone call with some person in the Philippines. When I did call back to cancel, a supervisor told me I’d have to pay a prorated final charge of $8.67 for the few days past the last billing cycle. About two weeks later I get a final bill for a full month, then in two weeks an email threatening collections if I don’t pay the full amount by the due date. When I called about this I was told they don’t prorate, by company policy. Strange the first supervisor wasn’t aware of this policy. So, I had to pay for almost a full month of a service I no longer have. The guy said he’s send me that policy, which may have never existed, until they wanted to get a little more money out of me. Whether a refund or a charge, any other company in my past dealings prorated. There are much better providers for home security; avoid this one like the plague.
    Read More
  9. User Score
    0
    September 18th, 2018
    0 people found this review helpful!
    I attempted to cancel my account and spent 20 minutes being questioned and trying to sell me to stay. I was told I had to answer a series of questions before it could be cancelled. When i refused to answer the questions and told him it was none of their business why I wanted to cancel I was refused to cancel till i gave them answers. I spent another 20 minutes asking for the call to be elevated and being put off unless i gave them myanswers. I am the customer and all Im required to do is tell you to cancel my service. Its nobody business why i cancelled or what brought me to Digital life in the first place. I will say after being treated that way I not only am cancelling my Digital life service but my Cell service and my Uverse tv service. I will never haveanything to do with AT&T
    Read More
  10. User Score
    1
    September 17th, 2018 Tampa, FL
    2 people found this review helpful!
    Please stay away!!!! You will be placed in a 2 year contract, if you move before the contract is over you will be charge $549 to transfer you service, no opts… if you decide to cancel your services you will be charge the remaining balance on your account which can be HUNDREDS of dollars, again no options. STAY AWAY!!!!!
    Read More
  11. User Score
    0
    September 13th, 2018 Nashville, TN
    0 people found this review helpful!
    service was the worst from the installation team to the monthly service calls with equipment failure gave up the last year of my contract and did not even have the main board attached – they called me 6 months later and said they are not receiving a signal from my smoke alarm. Cancelled the service the last day of the contract – paid the total amount due. 2 months later get a bill and they tell me my service is suspended and charge me a restoration charge – sure there will be some kind of class action against them in a few years and will be the first in line. Do not consider this (digital life) with these guys…
    Read More
  12. User Score
    3
    September 13th, 2018 Brookshire, TX
    0 people found this review helpful!
    Yeah, relatively they suck. They entered the home security / automation market without a long term strategy. Now they are just wading along, doing just enough to keep the lights on but not putting any real effort to refresh their products. For example, a wifi outlet is pretty common on the market, and sells for about $30-$35. Digital life offers a similar device for a whopping $150 + required $99 installation. So no, they don’t care if you go somewhere else for your home security automation, AT&T has bigger fish to fry.
    Read More
  13. User Score
    0
    September 12th, 2018 Wake Forest, NC
    2 people found this review helpful!
    I want to express my dissatisfaction with the service of my digital life service. I have had my service for almost 2 years paid my bill and have 2 more months on my contract. I was told at the beginning of my contract that if I moved my digital life would be moved with me for free. I just got off the phone with digital life to get my service moved to my new home and now they are saying I will have to pay over $500.00 to have it moved. This is false advertising and I will transfer my service to a more reputable security company. I would urge new customers to find a different security provider that honors there word and commitment!!!
    Read More
  14. User Score
    0
    September 12th, 2018
    2 people found this review helpful!
    I had digital life for 2 years and I was moving where I couldn’t bring it with me. There was 1 month left on the contract and I spoke to a representative on the phone August 2, 2018 and he said that I wouldn’t have any penalties or charges and that it was the final bill. September comes along and I get an email from Digital Life for a bill which was more than my monthly bill for having the service. Poor customer service and I was given false information over the phone. I wouldn’t recommend getting in a contract with digital life.
    Read More
  15. User Score
    0
    September 10th, 2018
    1 people found this review helpful!
    The customer service department has no idea how their own system works. I called to have them fix an issue with one of the sensors from when it was set up and she had no idea how to do it. Then I asked if I could have a technician come out and fix it and she said that would be $99. After that I wanted to speak to a manager so I waited for one to become available and then when I was transferred the line was dead and no one picked up. This is not the first bad experience I’ve had with customer service. This is at least the fifth bad experience and if I could cancel without paying a steep fee I would.
    Read More
  16. User Score
    0
    September 10th, 2018
    2 people found this review helpful!
    Trying to control my language as I try to explain the lowest level of product and customer service I have ever experienced (besides Isaac who just finally cancelled my device for me successfully…who would’ve known that is so hard of a task to complete!?)
    From the beginning it has sucked and I suffered through two years of paying for nothing because I’d rather do that than give in and pay the cancellation fee. There have been many occurrences but here are a few examples…
    1. Alarm set to STAY. I set off by accident when I woke up the next morning then entered code to end it. Usually an alarm company still calls to make sure all is okay. No call. When I called to ask why, they stated it must continually be going off for X amount of minutes before they call to check on you.
    2. Family came in town while we were at work for the day, alarm set to AWAY. We gave them a key but forgot to tell them alarm code (oops). By the time I saw my phone I had a missed call from Digital Life and a message stating they were sending cops because couldn’t get in touch with us (I was actually happy to see they were doing their jobs). End of the day I find out THEY NEVER dispatched cops. I forget what the reasoning was when I reported this to them.
    3. Asked to cancel my account due to these two circumstances and at this point feeling like I’m paying for nothing. Was told I’d have to pay cancellation fee or they could discount my monthly fee from $40 to $30. Did the math and decided to keep paying $30 a month since cheaper than cancelling.
    4. Called to cancel when contract up. First was told they would prorate the month since cancelling, next person told me I’d have to pay the whole month and they don’t know why anyone said they’d prorate because that’s not an option. Didn’t care at this point just wanted it cancelled….next month rolls around and I get another bill. Call DL and they say last month I called to ask about my cycle days….NO I called to cancel this POS alarm system! Then they procede to tell me they’ll do me a favor and prorate this last month since it didn’t happen last month! Isaac decided to be the first helpful person and say he would discount this month so I don’t have to pay for it. We’ll see if it was finally taken care of when next month rolls around.
    Digital life can kick rocks in my book. USELESS!
    Read More
  17. User Score
    3
    September 7th, 2018
    1 people found this review helpful!
    I kept wondering why I wasreceiving email delinquency messages. Two years ago I ask to have my billing address changed. I learned yesterday that my service address was changed not billing. Thus, no bill and I have no idea about what would have happed if an alarm sounded. Unlike my “service location “ I live in a high rise with lots of alarms.
    Read More
  18. User Score
    0
    September 6th, 2018
    0 people found this review helpful!
    Installation not good door contacts fall off will charge you to send tech out to fix sub par install. They want to send double side tape for you to fix. If contact is missing and you cam’t Send it back they charge to send another for you to do the repair.
    Read More
  19. User Score
    0
    August 23rd, 2018
    0 people found this review helpful!
    I notified Digital Life that I was moving from Miami to Tallahassee, Florida and I wanted my services moved. I was informed that Digital Life DOES NOT HAVE the capability of providing their services in that city. I was informed first that I would have to pay a cancellation of contract fee. I said how can that be IF you can’t give me service. They agreed, sent me a final bill after I had paid their final amount, which they confirmed balance at 0 after payment was received. At that time thought it is finished. NOt so, I received a paper bill to my Tallahassee address FROM AT&T, not Digital Life, from a mobile number and claiming payment of over $224 for services – no details, no explanation nothing. After calling AT&T billing and being sent even to the Fraud department (over 2 1/2 hours of being passed along), I was informed that I needed to reach out to Digital Life because they could not make any changes, but not to worry, all of their notes and personal communications with Digital Life would simply fix the problem if I called Digital Life at 855-288-2727. There were minimal erroneous notes and when I asked to speak to a Supervisor at Digital Life, I was put on hold. I have been on hold now for over 40 minutes without ANYONE coming back on the line. This is atrocious behavior both on ATT AND DIGITAL LIFE. I have kept records of the persons that I spoke today and have the paper confirmation. Yet, nobody cares. I am concerned that they will force me to pay for a service that they can’t provide by threatening me with collection. SHAME ON ATT for using these scammers, since I was informed that they are a contractor of ATT. Disgusting!!!!!
    Read More
  20. User Score
    0
    August 22nd, 2018 Santa Ana, CA
    0 people found this review helpful!
    The worse experience ever. They lie to you. They offer you products to lure you not to cancel but don’t deliver what they promised. They made me feel like I’m making things up to get products and services from them. They rely on their associate notes and the notes don’t show what they offer. They don’t care about their customer, all they care is that when you cancel, they’re get your money for nothing. NEVER EVER DEAL WITH THIS COMPANY!
    Read More

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Our Score
6.2
User Score
1.3
Rank this Company

Ratings Breakdown

Price

Simple* monthly price
$39.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
24

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
881
Our Score
9.0
User Score
7.9
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,252