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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!

Contributor

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3 Messages

4 y前

I am in the same boat i am a retired veteran and have been with AT&T so long I can't remember. I am about to move to a new rental house and they are telling me the same thing. Well once I get moved in 2 things are going to happen I will call Vivint for a system and I am change cell phone carrier from AT&T. Absolutely insane how they are treating customers.   

Community Support

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6.9K Messages

4 y前

@rooease  Hello. My apologies that you are having an issue with a move. 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,  and I will have a move specialist reach out to you directly to resolve the issue. Thank you.

Contributor

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3 Messages

4 y前

Wendy R

Arlington, TX 76001

[edited for privacy – please do not post personal information]

 

Contributor

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3 Messages

4 y前

1

Community Support

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6.9K Messages

4 y前

@rooease Hello. You posted your personal information in the forum which will be auto deleted for customer privacy... (you posted it twice and the system has already removed one of them, you should try and remove the second one as I don't know how long til it deletes )... I was able to grab your info and I have sent you a private message. Please ensure that you are logged into the forum to be able to view on the message. Thank you.

Tutor

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4 Messages

4 y前

This is my situation as well. I’ve been with AT&T since 2003.  The rep told me it would cost $349 to transfer my service and a new 2 year contract.  I was sure I misunderstood her, but she repeated herself 2 times.  It’s ridiculous!!!!

Community Support

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6.9K Messages

4 y前

@smarcs Hello. My apologies that you are having an issue with a move. 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,  and I will have a move specialist reach out to you directly to resolve the issue. Thank you.

Tutor

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4 Messages

4 y前

I spoke to someone yesterday after I received an email to confirm my cancelation.  The rep could not help me and continued to direct me back to the “Move” department.  That is the same department that told me I had to pay $349 to transfer my existing service.  I’m not sure how this issue can be resolved until AT&T decides not to punish people for moving.  The equipment that is in our previous house still works and our new house has an AT&T security system with working equipment as well.   I do not understand this policy at all....

Community Support

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6.9K Messages

4 y前

@smarcs Hello. If you are still wanting to move with us I am able to provide a resolution for you.  However, I would need for you to send me a   "PM"  with your name , address, contact info and account number in order to do so. Thank you 

Tutor

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4 Messages

4 y前

Edit

Tutor

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4 Messages

4 y前

So...I tried to reply and it posted all of my info on this forum...Who am I supposed to contact?

Community Support

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6.9K Messages

4 y前

@birdfan70   Hello. If you are still wanting to move with us I am able to provide a resolution for you.  However, I would need for you to send me a   "PM"  with your name , address, contact info and account number in order to do so. Thank you !

Employee

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3 Messages

4 y前

Post removed due to personal information being posted

Employee

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3 Messages

4 y前

I tried sending this as a PM but the instruction to this is not very clear.  Please let me know the step by step process to send a PM.

Contributor

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7 Messages

3 y前

I just called customer service regarding about my move and they are telling me that I would need to pay 349 dollars to move my service.  In 2015 when I signed up for the service we were educated that we can move our service at no cost.  Just to let them know and we will get new equipments at the new location.  I have been a loyal customer with At&t having all the services that they offer for my area.  Also I was a former employee for a authorized dealer for At&t with great education that was presented to us about the product I myself decided to get Digital Life.  It was really disappointing to hear that the false information we were given was also being told to other customers.  I hope that there can be a resolution to this issue.

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