I hate writing posts like this. I don’t like to use this site as a platform for consumer complaints but… This is important enough.
Back in 2014 we signed up for AT&T Digital Life, a security/home automation service offered by AT&T. From day one, we had issues with the system. The 7-8 hour installation was highlighted by my wife and I witnessing a supervisor relentlessly abuse his employee. After the install, none of the equipment worked properly. Even after several phone calls and technician visits, sensors would work for a bit, and then stop. It was bad enough that we asked to be let out of our contract and cancel the service but AT&T refused, citing our two year commitment and that we’d have to pay an ETF and some equipment cost if we canceled early. So we relented, and just kept the service, waiting for the two years to be up so we could cancel.
There were two occasions that, for no reason, the alarm system dispatched the sheriffs department. We were told by AT&T that a glitch caused the alarm system to notify the authorities and that they took corrective action. Part of that action was to put the system in “test mode” for 24 hours to insure that the system was operating correctly. While in test mode the system would function normally, with the exception that it would not be actively monitored, any alarms from the system would be ignored.
We continued to have issues (non-working sensors, etc.) but no more early morning calls or visits from the Sheriff. I had a suspicion that the system was never taken out of test mode, but never checked before this last month. Shame on us for not getting after AT&T to fix the system, but dealing with Digital Life support was a bit like going out to get flogged.
Last month (July) I actually set off the alarm twice to see if we’d get a response from AT&T. What you’d expect is that the alarm would go off, and we’d get a call from AT&T asking if everything was ok. We didn’t get any calls. This basically confirmed that the system was never taken out of test mode. Shame on AT&T.
A couple of days later my wife called to cancel the service. She brought up our concern about the system being in test mode to the representative. Shockingly, they confirmed that the system had been in test mode since March of 2015.
One person I talked to actually told me that it’s common practice for them to put problematic systems in test mode. Effectively, leaving them unmonitored.
My wife then said she’d like to talk to someone about getting some sort of refund since we were paying for a monitored system that wasn’t actually being monitored.
Nearly 20 hours of phone calls later and the best AT&T offered us was to reinstate our account and give us a month of service for free. I even talked to people in the “Office of the President” to no avail. No one we talked to seemed at all concerned with the fact that while we were paying for a service, they were actively not providing it.
So, this is a public service announcement. If you are an AT&T Digital Life Customer, check to make sure that your system is actually being monitored properly. If you are not an AT&T Digital Life Customer, I’d recommend staying away from them, based on our experience, as far as we’re concerned, it’s a scam service.