Explore & discover

Helpful Links

Unhappy that equipment is rendered completely useless after cancellation

Tutor

Unhappy that equipment is rendered completely useless after cancellation

We never really had success using our DL system (we perpetually had an issue with the keypad having a tamper warning on it) and so decided to cancel.  Prior to having AT&T install a system, our house was fully wired (door and window sensors and keypad) but not attached to any monitoring service.  This meant that we could still arm/disarm the system and hear door chimes when things were opened or closed.  The only thing that wouldn't happen would be for anyone to be notified if the alarm were to go off.  At no point of sales or installation was this difference communicated to us, otherwise we may have decided to simply stay with our existing configuration

 

When we made the choice to cancel, our keypad started reporting Software Update In Progress and none of our door chimes worked.  After calling and talking to customer support on the phone (and then supervisor Allison ID#[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.]) I was presented with no options for getting my system, that I paid for and own, to work without service.  This to me is like if I were to cancel my AT&T phone service, that you would send a signal that made my iPhone non-functional for anything else.  I would very much like for you to find a solution that gets my door chimes and local-only alarm working again (through a factory/master reset or any other means).

 

This experience with Digital Life is definitely having an impact on my opinion of AT&T as a whole and causing me to re-evaluate whether I want my family to continue to be customers.  I look forward to your response.

5,677 Views
Message 1 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

Same issue here. At present I have Direct TV and ATT internet service. Had digital life for over two years. When there was an issue, it was impossible to get through to customer service.

 

I paid a premium price for their equipment which i thought would still work even after I fulfilled my obligations and wanted to cease the monitoring. Nope. You buy equipment that you know own but they render it useless. My thermostat won’t even set to the temperature we select anymore!

 

The other security services at least will leave the cameras, app, thermostat, door chime and alarm functional since you pay for this equipment and it’s installation.

Digital Life practices are extremely unethical and near a simple scam. If DL management thinks this will force people into keeping the service, they are sorely mistaken.

 

To top this off, trying to cancel was almost impossible. I had to call and they demanded to know why I wanted to cancel. Really, none of their business but when I mentioned I was moving, the operator said he could not help me and that someone else handled move reasons. After a 25 min hold, I hung up and called back. Another operator says they show I moved and would do a “warm” connection so she could ensure my call would be answered. Of course, she left me on hold as well and I waited another 20 min.

Finally, I got an answer and was again asked why I wanted to cancel. I mentioned being upset with their customer service and she said she needed to transfer me AGAIN! I said I would toss the equipment and they would not see a dime from me for the last bill if she did not cancel my service. I said we are moving and their customer service was horrible so I did not want the service any longer. Finally, she obliged because she handled “moving” reasons.

 

Why the heck do we have to explain ourselves when we want to end service after the obligations were met?? I understand asking but it should not be a demand nor should they mandate a different rep for every cancellation reason. This practice smacks of forcing prolonged service.

ATT is getting a very bad rep being aligned with this business. 

The whole business model is a scam and a fraud. Never again nor will anyone I know purchase this “service”. I am looking for new options in internet and cable as well now. 

Message 16 of 34
Community Support

Re: Unhappy that equipment is rendered completely useless after cancellation

@moorecj1976  Hello. My apologies that you had this issue when contacting us. It sounds like the first agent upon hearing "move" wanted to get you to the department that handles customer moves. And I am not sure what happened with the second  agent. I would like to be able to look into this and handle appropriately. If you would, please click on my user name and then click "Send PM" to send me your name , address and account number so that I can have this looked into and I can ensure that your account has been cancelled. Thank 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.
Message 17 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

I have over 200. Worth of cameras still mounted outdoors UNUSEABLE 😠

I have direct tv, att 4 phones for years.

There must be a hacker out there that can help us!!

I will be calling direct tv to ask them to help threatning to close my account. 

I doubt that it will help but I am bored today and this is so annoying. 

I feel we bought them they should be operable!!

Message 18 of 34
Community Support

Re: Unhappy that equipment is rendered completely useless after cancellation

I can understand your frustration with an unusable device, but the cameras operate through the Digital Life app and portal, which can only be accessed if you pay for the service.  If I am understanding the situation incorrectly, please send me a private message and I will do my best to assist in getting this fixed. 

*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.
Message 19 of 34
Tutor

Re: Unhappy that equipment is rendered completely useless after cancellation

Not sure what you can do I have a camera out side that's useless
Message 20 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

I just cancelled my service as well, rendering around $800 worth of equipment useless. I am furious. Why wouldn’t ATT at the very least charge a “maintenance” fee of some sort to access the app so that I can use MY equipment. I cancelled after continued frustration with their customer service that I’ve dealt with for years!  Also, the fact that they refuse to offer any bundle discounts for DigitalLife customers that use other ATT services because it is a different division of their company. [Per Guidelines:  Keep it Relevant and Appropriate].

Message 21 of 34
Community Support

Re: Unhappy that equipment is rendered completely useless after cancellation

@wheeler3483  Hello. My apologies for your frustration. Upon purchase of Digital Life , the equipment is discounted from its  actual cost and it is discounted due to their being a contract and a monthly fee for the service. The cameras run thru a broadband connection to the main controller in the home. When that controller is active, that is what allows the app access. Since the account is cancelled, there cannot be access to the app. You are correct that we do not have any bundled discounts for other AT&T products, as other AT&T products do not offer a bundle for having Digital Life either... Digital Life is a separate bill due to being home security. If you would like to send me via a private message (just click on my user name and then click Send PM), your name, account number, address and best contact phone number, I can take a look and see if there is a discount option available that can be offered to 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.
Message 22 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

I know I am correct. I spent enough time on the phone with customer service
to find these answers. Sadly 90% was on hold. I do not want a discount. I
have spent long enough as an AT&T customer. I am currently seeking options
to discontinue service with every service that the company offers
regardless of what “division” it calls itself. Several of my neighbors have
similar issues and we are communicating with Charter to expedite line
construction in our area to replace your internet services. I don’t want to
give AT&T anymore of my time or money. The only option that I would
consider at this moment would be paying a line access fee or app
maintenance fee simply to access the DigitalLife app. AT&T would have to
wake up and actually listen to their customers for this to happen so I will
not be holding my breath.

Thank you for your response,
Anthony Wheeler
Message 23 of 34
Highlighted
Anonymous
Not applicable

Re: Unhappy that equipment is rendered completely useless after cancellation

Hi Anthony... I feel your pain.  I am already at the point you describe and have had my fill with T&T.  I had all of my services through AT&T.  I have discontinued DIRECTV, just canceled my wireless phone service, already made plans to change my internet service, and now trying to cancel Digital Life.  I have been on hold for over 40 minutes now... waiting on an agent to respond.  Must not be too many folks working in the cancellation department this evening.   I would welcome a response from the Digital Life Customer Service team to let me know how I can make some use of MY equipment (since I own it now).

Giving up for tonight after 45 minutes on hold trying to cancel.  I will have to try again tomorrow.

 

Regards,

Robert

Message 24 of 34
Community Support

Re: Unhappy that equipment is rendered completely useless after cancellation

@Anonymous   Hello. My apologies for the issue. 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, I would be happy to have a specialist contact you directly. Thank 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.
Message 25 of 34
Teacher

Re: Unhappy that equipment is rendered completely useless after cancellation

Yeah my dad can't even use the door lock as a free standing lock with the app like all the others you can buy on the market that have stand alone apps same with the cameras you don't need monitoring with others to install an app an look thru your cameras or unlock an unlock your doors you only pay for the record service on the cameras if u want it but all the door locks an cameras work with stand alone apps but with att once you disconnect service for the alarm all your devices are basicly trash even though u paid for them.they lick these down for a reason ,it's to keep you hostage so u can't cancel or all your locks cameras an equipment are garbage .your better off buying the cameras at Walmart an the smart locks for your doors an then downloading there app an you can do everything you could do with there crap alarm system .but you won't be held hostage to there service.none of my family would waste a penny with att after all the terrible service an the way they scam there customers ,they setup a direct TV system an couldn't keep the internet working because of old lines an wouldn't install new ones so they couldn't provide internet service to use the DVR function on direct TV so no on demand an no DVR cuz they said they couldn't provide internet  after they already had signed us up for internet an direct TV.so we canceled the direct TV cuz it was usles with no DVR or on demand an they charged us for breaking the contract hundreds of dollars even though they couldn't provide a working service ,so ever since then I tell everyone I know stay far away from att there a bunch of scam artist .an they also screw over there employees .the installers told me the sceme they use on them to screw them out of bonuses.they can't get any callbacks or tickets to fix customers that they installed or they get penalized off there bonus that's why they always give u there personal cell numbers an tell u to call them so you don't call the company an make a repair ticket cuz then they lose there bonus ..problem is whenever u call them directly none of this gets logged in att ticket system so when you talk them I wanna cancel because I've had y'all out here 5 times this month an my internet is still going out ,they say no you didn't we've never been to your house for repair because you didn't call an make a ticket thru att .so when u try an get help with anything always call the company don't ever call the rep ,even though they sound all helpful like they wanna help you ,there only giving u there number an trying to fix it so you do t call the main line an get there monthly bonus taken from them.

Message 26 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

Once you cancel their service your equipment is pretty much useless. I’ve figured out how to automate my thermostat and how to get my Yale lock working on an app but the rest of it is just wasted money. It would have been less deceptive to let customers know upfront that once you cut ties with ATT (which was well warranted with my experience) the equipment you’ve invested in is completely useless. Guess that might raise an eyebrow or deter sales so that important bit of consumer information it’s not disclosed. 

Message 27 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

How did you get your thermostat to work and what app did you use for your door. Please email me jhyder71@gmail thank you 

Message 28 of 34
Tutor

Re: Unhappy that equipment is rendered completely useless after cancellation

Had to get another thermostat and the door still work didn't have to do
anything with that
Message 29 of 34
Contributor

Re: Unhappy that equipment is rendered completely useless after cancellation

What app did you use for the door lock
Message 30 of 34
Share this topic
Share this topic
Additional Assistance Needed?
Additional Support