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#27
AT&T

AT&T Digital Life

Similar to: Frontpoint Security

Our Score
6.2
User Score
1.3

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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
851

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

7.3
$34.99
$99

#3

3.4
29.99-59.95
$99

#27
AT&T

1.3
$39.99
$0

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851 AT&T Digital Life Reviews

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  1. User Score
    0
    July 16th, 2018 Fort Worth, TX
    0 people found this review helpful!
    all around bad service from advertising, sales, billing, cancellation , product and services and customer service, A T &T has gone to the dogs they should be ashamed that the company has gone so low
    Read More
  2. User Score
    0
    July 14th, 2018
    0 people found this review helpful!
    The service never worked. Their site would never load making it impossible to view live stream I paid for. Finally canceled 6 months after the issue was never resolved. I refuse to pay for canceling a service that never worked that they had no success in repairing. I should be remembered for the service I paid for that was never delivered.
    Read More
  3. User Score
    1
    July 13th, 2018 Lady Lake, FL
    0 people found this review helpful!
    I have Digital Life and it has worked maybe two months total over the past year and a half. They told me I needed a MyQ to add my garage door opener to the system. I bought a new garage door opener, paid to have it installed and then they said it was not compatible. I have had multiple technicians out and they blame someone or something every time they enter. I let them drill more holes in the house to make better “connections” to the internet. I let them reroute the main system into the center of my house to make the connection “better”. Now my thermostat doesn’t work off the hard wiring (and this was the only part that worked mostly) and they blame my system for being a Trane and there are incompatibility issues with Trane and Carrier units. What?!? Honesty up front would be key. My system has not been used in months and today when I had enough I escalated it to a supervisor. After holding for almost an hour, the agent said the Supervisor told her I was the next call and as soon as she finished her current call, she would call me back. Guess what – no call back. I am going to cancel my contract and pay the cancellation fee because I will save money not paying the $70/month for the few months I have left with a faulty system. I would NEVER recommend them. They even told me I needed to switch my internet provider to them so I would have a solid internet connection. Long story after cancelling my previous service they found after trying for two weeks that they could not in fact provide me internet service as my lot is too big! Wow.
    Read More
  4. User Score
    0
    July 13th, 2018
    0 people found this review helpful!
    I have called in several times for a touch screen pad. Almost a month ago. I call in today and was told they were on back order but was never told that the 3 times I have called before. I was satisfied with this service but now it get a big 0! I pay my bill on time, had this service over a few years along with other at&t services. Very disappointed customer. Looking to switch services quickly.
    Read More
  5. User Score
    0
    July 10th, 2018
    0 people found this review helpful!
    Do not get this service. They gauge your eyes out.
    They never had a policy where if you decide to move from a home to another you pay $550 for a transfer. They just decided to add this after two years of me having business with them. Oh and to cancel it was $350.

    Not worth all the money especially if you move a lot or period.
    Customer service is ridiculous. Tried to speak with a manager 3 times and they would answer but never say anything.

    Never again. And digital life is just as worse as the service on cell phones. They just want your money.

    Read More
  6. User Score
    1
    July 10th, 2018
    0 people found this review helpful!
    Me and my husband got digital life two years ago in his name I am three months paid ahead my husband passed away in September now digital life shut off my service for LACK OF PAYMENT not fair I have enough to deal with
    Read More
  7. User Score
    5
    July 10th, 2018
    0 people found this review helpful!
    The app for Digital is TERRIBLE. I constantly receive error messages. It never allows me to use my thumbprint to sign in although it’s set up that way. When you call in to complain about it everyone says they can’t help. The social media customer service team will start helping me then disappear & never come back. Overall it’s just too expensive to not be receiving A1 service. I had someone at my house 3 times in 2 months because various devices on my system would stop working.
    Read More
  8. User Score
    0
    June 21st, 2018
    0 people found this review helpful!
    The reps at the stores lie all the time. Do not sign up this company is the worst. I was talked into it at the store and my main concern was that I was moving in 6 months and my new landlord might not let me have it installed. If you’re renting you need permission from your landlord to have it installed. The rep assured me multiple times that there would be no issue if my landlord wouldn’t let me install the system because Digital life wouldn’t force me to keep paying for a system that I wouldn’t be able to have installed in my home. I ended up moving a year later and my landlord wouldn’t let me have anything drilled in the walls. I call up Digital life and they tell me I have a $400 early termination fee to pay and just because I can’t have the system installed in my home, it doesn’t mean i’m out of my contract. I go back to the store to see the rep and he tells me he would never say anything like that… Fast forward to another year later, I’m out of contract and have been paying this stupid bill for no reason. I call to cancel and they tell me only a special department can cancel my account and they’re only open monday – friday 8-5pm but eastern time… This department is only open when people are working typical hours and I can’t cancel after work or before work. I’m literally going to have to take a full day off to cancel this stupid system that hasn’t been used in over a year. I asked to speak to a manager, they transferred me to the manager after a 45 minute hold. The second they pick up the phone I hear someone talking and laughing and then click. They treat you like crap. On another note, one of the women I work with had the system installed over a year ago. Her house got broken into and she saw the guy in her cameras but her alarm never went off. She found out her installer never set up the sensors on the doors or windows… If you need this stupid system make sure you get everything in writing, the reps are shady and just trying to make quick money because they are paid on commission.
    Read More
  9. User Score
    0
    June 12th, 2018 Minneapolis, MN
    0 people found this review helpful!
    1.. Missed multiple days of work, just to have the appointment cancelled
    2. 3 No shows by the tech
    3. We had 6 alarms that were triggered and the monitoring center contacted no one
    4. After open heart surgery we had asked to place the service on hold for 2 months. Instead they cancelled the service rendering the equipment useless. I will need to purchase a new thermostat and bypass the system. The heat and humidity do not help my recovery.
    Read More
  10. User Score
    0
    June 11th, 2018
    2 people found this review helpful!
    I purchased a burger alarm system from AT&T digital life company in February of 2017. It replaced a burglar alarm system which I had in my home for the previous 5 years. I wanted to update my home security system and chose digital life services.

    The original installation took about five hours. Upon finishing the install, I found that holes were placed in my walls for the security box and plug electrical sockets without my permission. I felt that they should have informed me of any holes that would be placed in the walls. However, it appeared that the system worked and was fully functional when the tech left my home. Wires were all over my dining room and was told someone else would be back out to fixed them.

    During that time, I had my brother in law stay a few nights and did not use the burglar alarm, because my brother in law smokes and kept going in and out the house. When he left a few days afterwards the alarm did not work. However, I did not contact the company because my grandma fell very ill and had to empty her house and move her in our home. We have paperwork of this issue as well as proof.

    Once we got everything settled, we decided to address the alarm issue. In looking at the control panel, we found that a hole was drilled into the wall socket and no longer worked. We then called AT&T digital life for service. The tech came out and stated that they do not work on wall sockets and informed us that there was a service charge. We were concerned about the charge and the tech stated that if he didn’t arrive at our house we would not be charged an service fee. We agreed and he left. A few weeks later I called digital life back and tried to make a service call. I spoke with customer service, who also agreed that I had never used the alarm one time and reversed all my charges that had occurred during the timeframe I had the alarm. They also informed me that because it was after the 30 day grace period we would not be able to cancel our services without a penalty- This was in May of 2017. I asked to speak to manager who informed me that he would send out a tech to look at the system. In speaking with the manger I told him that the previous tech said they could not move the system anywhere else in my house when he originally installed it. The second tech stated he did not work on plugs. However, kept trying to send a tech to my house and for what? He could not fix the plug, or move the box, and we did not want to be charged a service fee. In the meantime I hired an electrician who stated that the plug did not work because of the alarm system and should contact them before I fixed it.

    The manager was nice at first and when we could not come to an conclusion of how to handle the situation, became mad and so did I, because of his attitude and his unwillingness to help me with this problem.

    In speaking to the manager, I informed him of all the information that I had:
    original installer stated that there was no where else in the house that the system could go.
    2nd installer said they don’t work on plugs and are not electricians.
    I just wanted my system to work!

    So even though I had hired digital life, I did not have a burglar alarm. My house during this time was broken into and even though I had digital alarm services had no proof of what happened. The alarm system included a key pad at my side door, with an security camera to record who comes in and out of my home. I have nothing because I trusted my home and family to digital life services. In relaying this to the manager found that he became even more upset and stated since I could not accept any of his suggested fixes for my problem – he stated to enjoy my security camera and door lock and he was going to hang up on me and he did. One month later, even after the customer service rep made my balance 0… my account was closed and sent to collections! They will no longer speak to me concerning my bill, refused payments and demanding I pay $800.00 for a system that has never worked!!!! Even when I stated I would pay for the months going forward until it could be fixed was turned down. Now they are only demanding over $800.00 for a faulty system.

    My wife, was a part of the incidence that occurred at our home…. she could have died and the end result is: we trusted our home and family with a security home protection plan to protect us and it did not! It did even work one day… and my home was placed in harms way. The tech who came out stated that the plug probably did not work before the tech left and was running on the backup battery and when it ran out the system shut down. We never received a call from the alarm company, but one time when I open the box and did t know how to close it back. No one ever called to even see why my alarm was off line. My old alarm always contacted us when they saw a problem. Further, after about 3 service calls our system was cancelled.

    In having my alarm for only a few months found that I had made the wrong choice of choosing digital life. They didn’t care not one bit about the safety of my home or my family. If needed we can try to obtain the police report for this situation, as it is still being investigated. It would have been solved if we had video of who came into our home that day. My wife has suffered because of this issue and no longer feels safe in our home. We have not been able to get another alarm because of the $800 placed on our credit report. Attached I will show pictures of how they originally left my home after the install:

    hole in walls without permission
    Wires scattered all over the floor/ had to get a big box to hide them
    Poor customer
    service techs who proudly say they don’t work directly for the company, making them not accountable for their work.
    Poor customer service reps who gives wrong information and have attitudes.
    The company has too many departments and send u all over to get help.

    In researching this part of ATT have found that they give limited resources out for digital life portion of their company. When u call them they withhold any information when trying to go higher to get answers. The internet has limited resources on this part of the company and find many people searching for the same information as me.
    Today all we ask is to gain our peace of mind back and release us from the $800 so we may get another alarm system that works. In trying to reach the company we have called too many times to name, we have told them our problem several times, including placing our information on att digital board for help. They just keep saying they called us and we have not received not one phone call!

    Read More
  11. User Score
    0
    June 8th, 2018
    0 people found this review helpful!
    AT&T does not uninstall the equipment, nor provide instructions on how to uninstall.
    Read More
  12. User Score
    1
    June 4th, 2018
    1 people found this review helpful!
    AT&T digital is the worse service out there. They customer service never try to help customer and after 2 years of contract, if you cancel a day before your end of contract day, they will charge you a cancellation fee. If you cancel on the last day of the contact, they will automatically charge you for the next month. So either way, you are screw and AT&T gets more money from you, no matter what. This company is all about the money, and they service is not even that reliable, go with somebody else.
    Read More
  13. User Score
    2
    June 1st, 2018
    1 people found this review helpful!
    Customer service does not advise you that when you move svc that they void your contract & they start you up with a new 2-yr contract. I believe that’s important & Information they should disclose.

    I brought the Svc with me at my current address because I knew I had another yr contract. When I move again next week if I take this Svc with me, that means another 2-yr contract. I signed up for 2 yrs only!!

    I advised that it was almost time for my 2-yr contract to expire & that I was moving this month & wanted to cancel. That’s when I was advised I still had another yr on my contract & almost $400.00 cancellation fees.

    I believe they should’ve informed me about the new contract last year. All Shauna wanted to talk about was the discount of $8.00 that I could get. When I move again that means another 2-yr contract. I requested to speak to a supervisor & was informed they were not available. This company is misleading & has poor customer svc. I requested my svc be cancelled immediately. I would not recommend anyone to use this company. They are deceitful & trap you in a svc you no longer want!!!

    Read More
  14. User Score
    1
    June 1st, 2018 Douglassville, PA
    1 people found this review helpful!
    RUN!!!
    We have had AT&T for two years. Yesterday a truck for At&t showed up at our house. We did not order them to come out. The camera stopped working while this random stranger was at our house for 30 mintures. They can not tell me if it was dispatched, who this person was, and are putting us on hold for 3 days. Oh by the way, did I mentiond we were once robbed. I got them to feel secure, yet they are absolutely no help The securitiy is sub par. We have had other companies who respoond wayyyyy faster. Stay away…we are going to cancel
    Read More
  15. User Score
    0
    May 31st, 2018 Fort Washington, MD
    1 people found this review helpful!
    Horrible horrible horrible.
    I received a call from ATT , I called back they said my husband had called and they had released some information I said I have no one else on the account and what information did you release. Also the system has never worked correctly, the phone app (iPhone) crashes or is non working more than 50% of the time.
    I told them I wanted to cancel my service, they said no problem, I did not have a contract, then “transferred” me to another department except my call was disconnected.
    When I called back the next day suddenly I have a contract, and it will be over $500 dollars to cancel.
    The system does not work correctly and they released some information from my account..
    Read More
  16. User Score
    0
    May 26th, 2018 Denver, CO
    2 people found this review helpful!
    After having Digital Life for a few years, we found that moving our service to another provider was not only cheaper but better. I called to cancel our service and I was told that it wouldn’t cancel for another month. I told them I didn’t want to pay for another month and our reps said that was policy. I talked to 3 different people, including a ‘supervisor’. I paid what was due prior to that month being over and when that month was over they charged me an extra $120. I was told repeatedly to pay it on the app, they locked me out of the app. Customer service would only tell me that the extra charge was for the service. Now I’m in collections because I didn’t owe that money. Please save yourself time, money and headaches and look elsewhere.
    Read More
  17. User Score
    0
    May 25th, 2018 Brooklyn, NY
    1 people found this review helpful!
    awful product that doesn’t even work. force you to call in to cancel even after authenticating the account. i can’t stress how terrible the service is
    Read More
  18. User Score
    0
    May 24th, 2018 Riverview, FL
    2 people found this review helpful!
    Was a Digital Life customer for 2 years and have to move. They told me to hire a handy man to take down my old equipment and they will close my account at the old house and will open a new account at the new house AND that they will have to charge me $350 for new equipment, bad bad business practices. And of course they are charging me a early termination fee to no fault of my own.
    Read More
  19. User Score
    0
    May 14th, 2018 Silsbee, TX
    2 people found this review helpful!
    Never Had an issue until service was disconnected, divorced and forgot to pay bill. paid balance and tried to reconnect service. NOW THEY WANT ME TO PAY FOR THE EQUIPMENT AGAIN!!!! THAT I ALREADY HAVE AND PAID FOR!!!!! TERRIBLE CUSTOMER SERVICE!!!! THEY WILL NOT BE IN BUSINESS LONG. I AM CANCELING MY ATT INTERNET, TV, AND CELL PHONES. THIS IS RIDICULOUS. CANT TELL ME THEY CAN NOT USE THE EQUIPMENT I ALREADY HAVE THAT I PAID FOR AND WAS INSTALLED BY ATT!!!!!!!!
    Read More
  20. User Score
    1
    May 7th, 2018 Erlanger, KY
    3 people found this review helpful!
    Was told I could cancel on April 1st, I then get a COLLECTIONS bill in early May saying I am in arrears $90.21 and they are sending me to collections. When I called I was told it was due to short payments????? I pay my bill in full every month. Just terrible customer service and they just plain out lied to me. Now I either pay the $90.21 I do not owe, or it goes on my credit. I may just leave AT &T cell phone service too. I’m a good customer but will leave when lied and cheated.
    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
851
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
2,207