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LeeWhite1234's profile

Tutor

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6 Messages

Mon, Jan 5, 2015 8:03 PM

Moving My Digital Life to a new home - a complicated mess

In February 2014 I installed a My Digital Life system in a house and added a lot of components.  It required at least 7 visits but I got 2 thermostats, touch-screen door lock, a water detection system, 6 smart plugs, two indoor tilt/swivel and two outdoor cameras, plus a few other things, installed.  Then my house sold quickly and I wanted to move the system to my new place.  The nightmare begins. 

 

Now after three tech visits to the new house, they were unable to use ANY of the equipment from the old house, so they gave me a new control unit and keypad, new thermostats, motion detectors, door lock, etc. and told me to call and have the 6 smart plugs replaced.  The techs are not able to do this and customer service has not a clue how to handle a move.  The stores tell you to call customer service.  I'm stuck with a bunch of equipment and no way to return it or get credit for it.  Not only is this frustrating, but AT&T must be losing money on it as well. 

 

Does anyone know how I resolve this?  Thank you!

Accepted Solution

Official Solution

Community Support

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7K Messages

5 years ago

@smarcs Click on my name (ATTDigitalLifeCS) and then click "PM"

Community Support

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7K Messages

8 years ago

@LeeWhite1234 Congratulations on your new home! We apologize you are experiencing trouble moving Digital Life to your new home. If you would prefer to keep your existing smart plugs, we can send replacement equipment to your new address. Once received, just return any smart plugs from your previous address using the return label included with the equipment.

You can also click here to send me a private message. In the message provide the account holders name, service address, best contact number and an email address.

Thank you for continuing to choose Digital Life!

Contributor

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1 Message

6 years ago

Hello- We are needing to move and we just contacted your customer support rep named Lasardie to let your company know we will need the equipment moved to our new home. The customer support rep Lasardie informed us that we have no choice BUT to renew our contract which will lock us in for another 2 years for a grand total of 3 years? Plus! she informed my  husband she will have to run another credit check causing a hard hit on his credit report. She states this is outlined in the contract he signed. Do you have a link that will allow me to read the contract to verify this information. This truly feels as if we are being penalized for moving? Please advise.

 

Signed DISCOURAGED AT&T Digital life coustomer.  

Community Support

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7K Messages

6 years ago

Hello @terryd314

 

I totally understand your feelings toward this process, however the information you received was correct. Your Digital Life service is essentially tied to the location. If you move locations it will require a new contract and term of service.

 

Here is a link to the Digital Life contract terms:

Terms and Conditions

Contributor

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1 Message

6 years ago

I can't get anyone to help me transfer my device and I'm moving In a week. Customer service is terrible. Can anyone help me here?

Contributor

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1 Message

6 years ago

I'm getting ready to be in the same boat. Did you ever get an answer and how did the move turn out.

Contributor

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1 Message

6 years ago

Can ANYONE help me - have a move to a new home in a week and need to have my service reconnected at my new location and have the current system taken out of the apartment I am in. We bought a house and I need to change everything back to what the apartment complex had prior to me moving in a year ago.

Community Support

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7K Messages

6 years ago

We can help you. Please send us a private message by clicking here while logged into the Forum.  Please include your full name, phone number, account number and/or address, along with a contact number.   We do have to advise that it is not common to schedule an appointment to remove devices and also certain devices may not removed by a technician, such as door locks, and thermostats.  

Contributor

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1 Message

6 years ago

Re: Moving My Digital Life to a new home - a complicated mess  
   

Hello @terryd314

 

I totally understand your feelings toward this process, however the information you received was correct. Your Digital Life service is essentially tied to the location. If you move locations it will require a new contract and term of service.

 

Here is a link to the Digital Life contract terms:

Terms and Conditions

 

I am having this same issue. You are stating this same issue. I checked the terms and agreements and cannot locate this information. Can you advise which section this information is in within the terms and agreement?

 

Contributor

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1 Message

5 years ago

We will be moving within the next two weeks and when we signed up a year ago for AT&T Digital life we were told that all we had to do was call and they would move our system for free.  I contacted customer support a couple weeks ago and was told that we would have to sign a new 2 year contract since we were moving which I think is totally ridiculous.  Has anyone else had this issue and if so how did you solve the problem.

Thanks

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