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Tutor

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1 Message

Wed, Oct 5, 2016 4:44 AM

Customer service

Why is your customer service so bad?

I have tried over the last month to cancel the services to a home I no longer own. Yet I still get calls the system has been tampered with or that someone has broken into home or disconnected certain devices. I do not live there.

I also have tried to move that service to a new location and I have gotten so frustrated with those who are on the phone that I have felt often as though I am begging be your customer. That should not be so.

Finally, I see now that I have been billed for the full month of September when I should be prorated to the date I initially asked service to be cancelled, September 8th, 2016.

I will not pay that full amount and I am so upset at the poor customer service for this and my other AT&T services that I am considering dropping my wireless, Direct TV & DSL internet entirely (the latter was promised at 6Mb, but are lucky to get 1.5Mb).

What happened to your company?

Sincerely, Paul [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Responses

Accepted Solution

Official Solution

ML0815

Guru

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408 Messages

4 years ago

Hello Paul (@CocoTigger), and welcome to the AT&T Community Forums!

I am really sorry to learn I am having to welcome you into our forums with a complain, instead of a request of information or guidance. I apologize for the issues with the transference (later, cancellation) of your Digital Life services, and incomplete billing expectations. I can only imagine the frustration, stress and inconveniences this has caused you. I can help you with that!

I found the following information by using the search bar at att.com:

 

Q: If I move, can I take my Digital Life System with me?

A: We'll likely ask that you leave any equipment in your current home and we'll help you set up a new system in your new home with a special mover's promotion as long as you're still eligible for service in that area.  
Read more

 

Q: How do I cancel service?
A: Call Digital Life Customer Care, 1-855-288-2727, option 4. Early termination fees may apply. Please note that you may have to schedule time to have a technician uninstall select equipment or return equipment purchased before service is cancelled. AT&T may elect, in its reasonable discretion, not to uninstall certain equipment. If AT&T does not uninstall certain equipment, you may still cancel monthly service, but you are responsible for removing and returning equipment for a refund of one-time charges.
Read more

After 30 days the equipment belongs to the customer and early termination fees apply unless the equipment is defective.
Read more

 

AT&T Digital Life Early Termination Fee: $720 minus $30 for each full month you complete under the service commitment
Read more

I am sorry you were not able to know about the AT&T Community Forums before. It's been here for 14 years, filled with great people, willing to help you find the information you need.

 

With this input, you may even be able to reinstate your Digital Life service, and up the value for the money you already invest in AT&T as a whole, including your Wireless, DirectTV & DSL Internet services!

Contributor

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1 Message

4 years ago

The customer service is poorly educated in English and can only read from a script! They can not think on their own. Very frustrating! I had a customer service rep ask me how my day was and I said better before I called AT&T and she replied nothing.  I said, what nothing, she replied I can't help you until you give me your pin code.   I said no sorry to hear that mam!   Then she hung up on me!    Great customer service!  Been a customer for 10 years have more than one device and they want me to get more services through them, I think not! It was a security related issue also, SO BEWARE ANYONE LOOKING FOR A SECURE TELEPHINE COMPANY!

TonyPHX

Teacher

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23 Messages

4 years ago

This is the worst.  I cannot get ahold of anyone at AT&T.

 

Tutor

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2 Messages

3 years ago

FOR MONTHS THERE WERE NO TECHNICIANS!!! I waited for months for someone to come out, my FRONT CAMERA was offline from February until last month! It doesn't even pick up everything! Lifestyle change my foot this is the WORSE service and customer service I have ever experienced. I have had AT&T for years, their customer service is now garbage. It's absolutely ridiculous that a company with this much history and long-standing has become complete garbage !

Tutor

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7 Messages

3 years ago

Customer service has been the worse. My services were suspended BEFORE my bill was due. I ended up paying it, called to find out why and was told payment would be reversed and just pay my bill on the due date. Anyways, they ended up taking the payment, no reversal was made and I had to call again. Told by another representative that they can’t even reverse payments and no one could tell me why my services were suspended before the date. Then he said, “Let me transfer you to collections, they can help you” repeated myself to find out, he sent me to advanced tech support. I’m livid. Lied to by one and and the second couldn’t even resolve my issue or answer questions, let alone transferred me to the wrong department.

Brand User

Community Support

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6.1K Messages

3 years ago

@DesiraeGanaban I am very sorry to hear you have had this experience. If you could please private message me (click on my user name and select "Send PM") your name, address and call back number. I will have a Digital Life Specialist reach out to assist you.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
j.holmes

Scholar

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169 Messages

3 years ago

Haha - I understand the frustration.  I try my best to avoid calling AT&T Digital Life Customer Service at all costs.  The forums have become my customer service; I can generally always find an answer to my questions here.  

Brand User

Community Support

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6.1K Messages

4 months ago

@Karenschachtele  Hello. Please do not post your personal information as this is a public forum. Also, you posted this in the Digital Life forum. I would advise posting this in the DirecTV forum. I cannot move just your post or it will move the whole thread.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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