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hoodedponcho's profile

Teacher

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13 Messages

Sat, Sep 5, 2015 7:19 PM

Closed

AT&T Digital Life: Has anyone had a *good* experience?

We're set to have a fairly extensive AT&T Digital Life system installed in about a week (five cameras, four door locks, two smoke alarms, two thermostats, etc.). Since I've had some time between my initial purchase and the actual installation, I of course have done some research. In doing so, I've become very alarmed by the vast number of people who rate their decision to buy AT&T Digital Life among the worst decisions they've ever made.

 

http://besthomesecuritycompanys.com/company/att-digital-life#respond

 

http://www.sitejabber.com/reviews/www.my-digitallife.att.com

 

http://www.yelp.com/biz/at-and-t-digital-life-atlanta-2

 

Then there are the recent reviews of the "updated" app...

 

https://play.google.com/store/apps/details?id=com.att.digitallife.android.phone22&hl=en

 

Put all these together with the stuff posted on this forum, and I'm nearly ready to cancel my service before I even have it installed.

 

So my questions are, (1) has anyone had a *good* experience with AT&T Digital Life providing security and home automation, and (2) what if anything is AT&T doing to address the mountain of negativity surrounding this product and the DL customer service?

 

Any feedback is appreciated. Thanks.

RansZ28

Scholar

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323 Messages

7年前

Good experience......I LOVE IT!!!!

I have the DL and I love it.  I am going on my 3rd year.  I had 2 other companies come into my home and do a demol.  Hands down, ATT was the best for me.  

ATT for security, has it's own call center.  So they have dedicated agents.  The other company used a exisiting call center and they share the calls they respond to.  From calling police, fire, they were all about the same.

 

Automation - ATT won this by far.  At the time of install (2 yrs ago) they had more automation than the other 2 companies.  

 

 

All the hardware is all wireless.  Makes it easy should I want to move something after the install.  The install itself was awesome.  2 installers and they made sure they understood what I expected, then explained what they would do to meet that expectation.  It was set up perfect.  THEN a few days later, I realized they forgot a window.  So I called up, not only did they send the window sensor, they sent a 3 pack for the inconvience.  They asked if I needed an installer, (as I watched the install, I could do it myself) I declined and stuck it where I needed it.

 

  • Keypad - I rarely use this.  Everything that I do is on the app.  Super simple and fast.
  • Security - This works as it should.  Motion, smoke, etc.  
  • Automation - This is the best part.  I have programs set up to suite my needs.  Example of my weekday night program... at 10p, my system auto goes into a stay mode, all doors lock, garage door closes, lights turn off, A/C is set to 78.  I have kids.  Each of them has  a code to unlock the door.  Every time their code is used, I get an instant text message of WHO unlocked the door. 

I could write a novel.  Reply on what your expectations are, questions etc and I would be happy to respond to them.  

Tutor

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2 Messages

7年前

WORST (with all capital letters) decision I have made in my life. After spending close to $1k in equipment, and signing a 2 year contract, I am having so many issues that I am so sorry I switched from my previous provider after 4 years, trusting the AT&T brand. If you still have time, cancel it !!!

Contributor

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1 Message

7年前

Hi mine was installed about 2 weeks ago and my experiences so far have been really good.  I am almost scared to say that.  Anyway I moved from ADT (the absolute worst business to deal with no matter what you are buying).  So my expectations were not very hi and I was very pleasantly suprised.  I had ADT left ADT went to another company who was bought by ADT a few years later.  So I left ADT again and again my new company was bought by ADT??  So I figure ATT atleast won't be bought by ADT...I hope.  But I have found after spending many dollars trying to get away from ADT that it really depends on the installer and how good or bad he is.  Whether he will communicate and explain what he is going to do and how before he begins work.  Ask many questions to both Customer Service and the installer and compare the answers before he begins work...you can alwasy cancel if things don't match up on the day of install.  Also be careful when reading the complaints (many are very valid) but many if you understand alarm systems are the direct result of people not understanding what to expect and being over sold by telephone people.  I documented every question I asked the C/S and her answers and made a point to aske the installer the same questions.  There were atleast 3 things that did not sync up so I called C/S while the installer was here and got clarification.  On atleast one item it required that they give me additional items to get the alarm to work like I wanted it to and the additions were provided at no cost to me.  Example:  I was convienced on the phone that I needed an inside camera and a motion detector. After researching I found that for my configuration and needs I did not need both.  (All my doors and window have hard wired connections from my previous alarm so a motion detector is of little use... if the alarm is working it should be already going off long before the intruder reaches the motion detector?  Do not rely on them to determine your needs and ask many questions (and do your own homework) about how the things you are buying work.  A problem with an app is really minor and if the app has a history of frequent upgrades that may not be a real problem (more like an inconvience).  Remember that most of the products you are buying are life style products and not security or Alarm products...like the cameras, garage door dingy etc as they do not trigger an alarm but rather allow you to monitor your home. I do not intend this to be a raving review as ATT as they have their own service issues in general but so far so good.  But... I have to keep in mind that the ADT alarm worked flawlessly but the service was so bad and the staff so rude it did not matter (20 min to contact you re an alarm??).  Hope this helps.

Tutor

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2 Messages

7年前

Glad you are happy. Good luck

MJKahn

Teacher

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13 Messages

7年前

The system is terrific. We leave our vacation home and set the home themostat and the house is just about warmed up by the time we get there. In mid-February in the north, this is great. I wish I had it at the vacation house. I sit there for three hours with my coat on. 

 

Watch your installer closly. My second installer was great. The first one did substantial damage to my home. He was clueless about how to set the length of the throw on the dead bolt, so he carved up irreplacable 100 year old, old growth oak, wood trim and he bent (intentionally) the brass trim to "make it fit." I had a locksmith come out to key all of the locks the same and he fixed most of the problems except for the weakend door jamb and ruined wood. The installer did a number on some of the old plaster as well and did not do a great job of placing the camera cable. He also had an opportunity to upsell more cameras and a lock, but had no inventory on his truck. His four hour install took 11 hours and then someone else had to come clean up his programming and fix a few issues. 

 

Typically, support picks up the phone relatively quickly. I did have a long wait on a couple of occasions. 

 

When the service is running, it works pretty well. I love disabling the alarm and unlocking the door before I exit my vehicle with an armload of packages. It makes things easy. I also like the touch screen locks. You can't see any wear patterns like on push button locks and I don't have to take keys when I go for a walk or on a long trip.

Contributor

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1 Message

7年前

I'm sorry to report a terrible choice!
1)I'm looking at reviews after the fact, I figured great company what could go wrong? ?? I don't ever write reviews but if I can help someone else not go through what I did....
1) technician put a hole in the wrong door.
2) only a handful of sensors all the rest on back order
3)called to get the rest installed and because it was after a week tried to charge me 100.00
4) customer service is the worst!
5) spent hours just trying to get this resolved (I mean 6 hours in all on the phone! )
6)tech no call, no show after all this
7) tried to cancel and because it's after 14 days (because their tech didn't show on the 14th day) they don't want to give me my money back.
I've now disputed the charges on my card and I'm working up the energy to call them and find out how I get their crap out of my house! !! MY SUGGESTION SEARCH AROUND

Contributor

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1 Message

7年前

Good luck on getting it installed. I waited 7 weeks for my installation. The day of installation 3.5 hours into the 4 hour installation window no one had showed so I called. They informed me they couldn't reach the technician or the technician's supervisor. I called an hour past the installation window and I was told they couldn't even reach the supervisor's manager. 4 hours after the installation window I received a call telling me they were unable to make the installation that day and wanted to reschedule. I was furious since I had missed an entire day's work and now they wanted to reschedule. I told them no thank you that I would return the equipment. This was on a Thursday. On Monday, after I had time to stop fuming I called AT&T and told them though I was extremely unhappy with how they had handled the previous situation I was willing to still have it installed only if they could install it this week while I had a few days off from work. They informed me they would have to rerun my credit check and I would have to pay a reinstatement fee. I reminded them the entire matter was scewed up by them to begin with and that alone should justify no reinstatement fee, that I've had cell phone service with them for over 10 years, and I recently added Uverse service, so to pull another credit check was totally unnecessary. They would not budge. So, needless to say the equipment will be returned this week. Also, as soon as my contracts are up on my Uverse and Cell phone accounts I will be going to another provider. AT&Ts customer service totally stinks in my opinion and they do NOT value their customers. 

Contributor

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2 Messages

7年前

I have had the system for almost a year now and have 0 complaints. The install was fast and professional. Zero issues with the equipment so far. All the programs I have set are running smoothly. The old app was decent and the new upgrade made it somewhat better, but again never had a complaint with it. If I had to make a gripe, it would be the time it takes the outdoor camera feed to load within the app from when I click open. It's not bad, but if I had to choose something that would be it.

Contributor

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1 Message

7年前

We have been customers of AT&T mobile for many years and were happy with their service so it was an easy decision to chose AT&T digital life for security systems. However, that was one of our worst decision. Installation of the system resulted in many problems, customer service was careless and when I asked to cancel the service they tried to find ways to charge me for few more months. I DO NOT RECOMMEND THIS SERVICE AT ALL.

BurtCFII

Employee

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47 Messages

7年前

I like it!  Have had it for two years now and have not had any major issues. I would get it again.

Contributor

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2 Messages

6年前

Don't know if I made a good choice or not. When it works, it works. After install I started having problems with my two wireless tv boxes. No picture. After 3 tech visits, the tech disconnected cables, reconnected one at a time and it seems that there may be a conflict between my DLS and my wireless. The tech disconnected one cable that i am finding at this very minute makes my cameras inoperable but I can watch wireless tv!!! It's not instant, it's not immediate but eventually some thing goes wrong. Next step. Not sure. Wait and c what happens. Probably call DLS.

Contributor

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1 Message

6年前

Absolutely not. They never gave us what we ordered, when they installed they made a mess of the house and didnt clean it up. then to top it off they gave us things we didnt order. Still we havent got what we ordered, and it's been like 4 months, they Charged us way way way more then we were told. The ATT store manager and the guy that sold it to us were just making money on the sale. Now they have us in collection and aren't doing a thing about it. I would never recommend att ever

New Member

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10 Messages

10分前

Not good.. but decent :D

New Member

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10 Messages

10分前

A friend of mine has used it and said that he had no problems, I personally havent tried it

New Member

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3 Messages

9分前

It's so bad that I actually believe that they are trying to shed customers as quickly as they can. They go out of their way to make every interaction with them as frustrating as possible. I am shocked they are still in business. 

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