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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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6.9K Messages

4年前

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

Community Support

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6.9K Messages

8年前

@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年前

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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6.9K Messages

6年前

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年前

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

5年前

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

5年前

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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6.9K Messages

5年前

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

5年前

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年前

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

Contributor

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2 Messages

5年前

I am in the same boat.  Another two years and another credit check.  Ridiculous!  I am thinking of cancelling my contract or something.  I am not even that impressed with the security system - basic keypad (ok..thats not the end all)  but the delay from when you punch your pass code to say when it is disarmed is annoying (is that fixable?)  Online Digital Life logs me out out half the time or doesn't connect, and now I don't get texts I request (worked before and not now).  Just little things that never had trouble with with a previous company.  Any thoughts?

Community Support

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6.9K Messages

5年前

@soonercGood Afternoon - Yes, your entry and exit delays can be adjusted. Please private message me your name, address, phone # and account3. I can have someone follow up with you regarding your delay times and move.

Contributor

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2 Messages

5年前

 

 

I am up in the air about moving this over because of the two year commitment.  What if for some reason I am not at this residence for two years and have to move because of work?  Then I am stuck again with another two years because I have to move or spit out some money for cancellation?  If I have to sign a year I will but two just is uncomfortable for me because I will be in a rental property.  

 

Also...I dont think this is the same delay we are talking about.  I see the delay on the app "Alarm delay timers"  Is that what you are talking about?  I have a different delay I am talking about.

Contributor

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1 Message

4年前

I just called AT&T to see about moving my system and I was told that I had to re-buy everything for $550, even though i've already paid for it and was told during signup that if I moved then all I had to do was call and they would move my system to the new home.  I'm about done with this company, been using AT&T, in one way or another, for a better part of 15 years and this is the way crappy way they treat longer serving customers

Community Support

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6.9K Messages

4年前

@ChrisS0508  Good afternoon, if you would please click on my user name and then click "Send PM" to send me a message with your name , address, contact info and account number,  so that I can have this looked into and have a specialist contact you  to resolve this for you. Thank you

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