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Digital Life Move

Employee

Digital Life Move

I am trying to get my Digital Life moved and I am being told I have to buy all new equipment. When I signed up I was told I could move to new home and they would install new equipment for no additional charge.

*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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Message 1 of 9
Community Support

Re: Digital Life Move

@Brownkeithp  Hello. 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 will have a specialist reach out to you to see what we can do to resolve. 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 2 of 9
Employee

Re: Digital Life Move

  1. Same problem here.  Told me I would be charge for new equipment ($400) even though I have all of my equipment from my old address.  Agent states her supervisor inform her that Policy change Feb 2018.  I purchase my system in August 2016 so this new policy should only apply to new customers.
*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 3 of 9

Re: Digital Life Move

Same here, even worse, they are saying I should leave some of the equipment behind in my existing home, and take some on my own to the new place. What is going on? I just need to move and bring all this stuff that I paid over $900. 

Message 4 of 9
Community Support

Re: Digital Life Move

@david.cruise  Hello. I responded to your private message. 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 5 of 9
Tutor

Re: Digital Life Move

Yup me too. I was told that you start a whole new account. Credit check, equipment charges, and install fee. Then I would also get charged a early termination fee for this location. Just might be time to look for another security system . 

Message 6 of 9
Community Support

Re: Digital Life Move

@Gagec0896  Hello. Moving does require a whole new account, however, you should not have the termination fee at the old account. 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 the issue. 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 7 of 9
Contributor

Re: Digital Life Move

 I’ve been a long time customer of AT&T. I have maintained all services with your company... Wireless/Phone/Internet/UVerse/Home Security. I just purchased a home and I’m trying to move my equipment to my new residence. I’m told I have to purchase NEW move equipment $350 if I want to maintain services. Something about the DLC has a SIM card with my current address and a tech would have to bring new equipment with the SIM card reflecting my new address. I’m not sure what’s that all about, but it sounds like AT&T is capitalizing off their customers. ADT/Xfinity DOES NOT do this to their customers. I’ve spoken with a supervisor and he’s telling me it’s an AT&T rule and it can’t be over riden. I need someone to contact me ASAP to resolve this 

 

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Message 8 of 9
Community Support

Re: Digital Life Move

@frostkenya  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, so that I can have this looked into and have a specialist contact you to resolve the issue. 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 9 of 9
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