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AT&T Digital Life is AT&T's home security service. It focuses mostly on the quality of its monitoring and security solution. They have a Five Diamond Certified central station that monitors incoming security events. This, along with how they structure their plans, puts a focus on monitoring and getting customers into a monthly monitoring subscription. Customers have some complaints around customer service and contract length.
Frontpoint is one of the highest rated home security companies on the market today. Frontpoint is known for streamlining set-up by relying on the customer to install their own equipment -- using extremely easy to use instructions. This saves money and keeps pesky installers out of your house. Additionally, they have some of the best and most reliable home monitoring services. For a price that competitive in the industry and integrates the newest technologies, it is pretty clear why Frontpoint is such a beloved company by its customers.
AT&T Digital Life: 7.8/10
Frontpoint Security: 9.6/10
AT&T Digital Life: 7.6/10
Frontpoint Security: 9.4/10
AT&T Digital Life: 7.7/10
Frontpoint Security: 9.7/10
AT&T Digital Life: 7.8/10
Frontpoint Security: 9.5/10
AT&T Digital Life:
Introduced to Digital Life at the Tampa Home Show. We had seen commercials, but didn't give much thought. We were still under contract with Guardian Protection for 5 more months. Mike, the sales rep, signed us up, offering to cover the cost of 3-5 months w/Guardian by giving us "free" add on's. Always wanted home automation, so this was the... ideal mix of security and that. After some misunderstandings (verified in emails), about what were getting and the costs, with Mike over the next week before our install, I contacted Zack in customer service. He convinced us not to cancel, told us the service tech would look at the emails and work it out. The install tech, Steven did just that and more. He was top notch, knew the product, worked on our schedule, and gave us the pricing I understood to be offered to us! Zack and Steven both deserve a "job very well done" vote! Steven is coming tomorrow to install the outside camera which is state of the art. I can monitor everything from my Android Galaxy S4 smartphone. 5 stars so far!read moreView More Reviews
I've had Digitalife couple years now and have had very few problems. When I did I'd call customer service and had very good results. Always came away with the problem solved. I read all the reviews with people having so many problems. I wonder if they are from other alarm services. I'm happy with Digitalife
We've had four security systems and this is by far the best in terms of quality of equipment and customer service! I highly recommend this system!!
I've read many many bad reviews. I can say for certain I have NOT experienced any issues with my Digital Life service. Speaking with customer service reps have been greeted by polite and professional individuals. My systems works just fine - all parts.
I sing praises to AT&T Digital Life system!!!!
My dealing with ATT Digital Life has been positive. I went to a local ATT store in Merrick. LaMar Gilmore, the Salesmanager was on top of his game and flexible with options on special. Devices had point ratings and you could trade around sensor and monitor quantities etc. Install Tech showed on time, installation went smoothly. He briefed me on... system, been a week with no false alarms. Got the cellular option with wireless system. Just do your research and know what you want up front to get the best deals, add ons at Installation time can be costly vice making the deals and specials upfront. Set the alarm off once and they called immediately going down contacts as set up. I didn't pick up until last contact just to see operation. Hope this helps anyone out there.read more
No problems. 3 years and satisfied. ..A pleasure being part of ATT. My family and I are pleased with all the perks.
I really love the Digital Life equipment, but the customer service is horrible. You can never get a representative on the phone. It takes 60 minutes of listening to the same message over and over. The website is useless. It needs to be revamped. It is only for new customers, no support for existing... customers. I'm considering going back to ADT after this contract ends!! AT&T doesn't care about existing customers, offer no discounts to add on equipment at all. I'm totally over them!!!read more
I love AT&T Digital Life sometimes there are glitches in the system but once I call and explain things to them I get my issue resolved. Some of these comments are not true if you call a company why will you behave harsh with the reps deal with them calm and they will treat you nice. Hold time... is length but we got to understand that customers do call in regular for various reasons. I love the fact that I don't have to pay to move my service and I get new device unlike ADT who charge over 300 dollars to move. And I would like if AT&T change there technicians they don't work for the company they work against the company they are so sloppy they make the Comany look bad. I love AT&T Retention and move, and the Technical support dept. Good job.read more
I've had Digital Life for a while now, and have had great customer service and feel the quality of their equipment is top notch!
I live in Memphis, TN and have had Digital Life for about a year. There were some glitches in the beginning. Twice I couldn't reach the app, had a battery issue a couple of times and a siren offline issue a few times....but they must have gotten it all repaired because no issues for 7 months now. AT&T was easy to reach (I like the chat feature) and they always dispatched on the complaints. I especially like that I can arm/disarm from the app, unlock/lock the front door, open or close the garage door and turn lights on and off. And, the security camera is great. You can adjust the settings for sensitivity and distance as well as save and/or text (or email) the recordings to another party.
I have had Digital Life for over a year. I have been fairly happy with the service; however, the company is not very handicapped friendly. I have severe arthritis in both knees, and am very unstable as a result. I have fallen, and broken bones twice. I would do a lot of the maintenance on my alarm system myself, but I am not that tall, and I am afraid to climb up on a ladder for fear of falling. Most of the time when you call to have the system serviced, the person on the other end will give you a hard time, and tell you that you will be charged for what you need done. I realize that they are instructed by the company to do this, but this is intolerable. ATT is making plenty of money, and I don't call unless it is necessary, and I don't appreciate the BS that I get every time I call. I would say that anybody who is handicapped should not contract with this company for alarm service. If I knew then what I know now, I wouldn't have ATT Digital Life.
I've now become accustomed to writing bad reviews about AT&T - and though I'll gripe about their customer service, it's really the institution that I'm upset at. I recently installed AT&T Digital Life home security, thinking that AT&T might've finally done something right. Though their customer service on the phone was great at first, and tried to accommodate rushing an installation date for me, their on-the-ground technicians were not very helpful. They weren't very articulate about the product or answering questions and seemed to want to rush out. On a SECOND visit, yes, after they disrupted myWIFI (and I had to bring in AT&T U-verse to fix the problem), they forgot to bring another camera I had ordered. This is a problem with their communication between departments. No surprise, it's AT&T.
Then came the FALSE ALARM - it can happen to any household. During the ordering of service or installation, there was no emphasis on getting a permit from the county, no disclosure about it, and we were unaware of deadlines, and the company mentioned nothing to us - nor, did it say that we would be fined exorbitantly for false alarms. The schedule of fines for Los Angeles County where we live is $162 for the first alarm or $262 if unpermitted. The County does not waive any first false alarm whatsoever. When I called Customer Service, they didn't know their own policy about permitting, whether in fact AT&T contacts the County on your behalf to start the process. AT&T said anything about permits is in their fine print. Meanwhile, another AT&T customer service rep said we as system owners should have been emailed about permits. None of this happened, and no one knows what their talking about. No surprise, it's AT&T.
Alright, I should've learned my lesson now. AT&T as an institution is terrible. No department they run is any different than any other which is defined by poor customer service training and terrible inter-departmental communication. I think all these folks who work for them do their best - it's not them per se - but their company.
Now, onto writing a series about how much LA County SUCKS. But of course, everyone in the country knows that.
Called one week before I wanted the service cancelled and I was assured my account would be cancelled and I would receive a cancellation email once the service was terminated.
One week later, I never received an email. I tried to access my account online on a desktop and also on the app on my iPhone and both methods were unsuccessful.
So, I called again and was told the account was not cancelled because I had not agreed to the early termination fee, which was a blatant lie. I once again asked to have the account cancelled and was told that it was cancelled immediately at that very moment. I asked for a confirmation and was told that I would receive an email. And again, I did not receive an email.
Earlier today, I contacted them via the live chat on their website, as I am still not able to access my account online or via the app and was told that my account was still active and that I would have to call to cancel again.
Extremely dissatisfied and would never recommend the digital life service to anyone.
The absolute WORST system, with even worse customer service.
I have had nothing but problems, and you will sit on hold for literally HOURS trying to get any help, only to find the person on the other end of the line is reading from a script apologizing to you, but can offer nothing in terms of solutions.
They will not cancel your subscription without a hefty cancelation fee, despite the fact that they do not deliver what they promised.
Steer Clear of this company...They are a joke!
Customer Service on a scale of 1 to 10.....-100! I wouldn't entrust this organization to secure my cat litter box! Terrible customer service relations, especially if you have any issues.
From start to finish awful service including some 068 ! The most arrogant people on this planet. They wanted me to pay 100 bucks for someone to come and change the smoke detector, cause they said it was tampered, bulls.... it was the battery that died!! no wonder that this did not even work in the UK!!
I have had issues with this system from my garage door opening and closing on its own, to the sound of sensors going off randomly in the middle of the night when nothing was opened or closed, 2 week long system jam with long irritating sirens, sensors going offline as they please, to not getting a call when my alarm goes off from month one.
The customer service is garbage. i wait a minimum of 30- 45 minutes for someone who cant do anything for me without a supervisor to answer the phone. when i ask for a supervisor only 1 is present at the time and is "busy". i've waited up to about an hour and a half for someone to pick up before. the current call i'm on has been going for 2 and a half hours now waiting for a supervisor...
today i had a system evaluation scheduled in the AM 8am-12pm. as i am sure you guessed, no one showed up. i wasted 4 hours of my day off, missed a morning trip, and put off an appointment. on top of that i've been on the phone for over 2 hours with customer "service", mostly wait time. they wont give out their ID numbers, its like pulling teeth to be transferred to a supervisor. plus when they finally decide to, the supervisor wait time so far has been 45 minutes. so far they have wasted 7 hours of my day and only want to give me a credit of $100.
i asked the retention lady if she would sit in a room for 7 hours for $100 and she said no, proving to her that $100 was not enough credit for 7 hours of wasted time.
I can not emphasis how important for people to read the fine print on the contracts is. A 2 yr contract 15 day probation time and if you go over one day your stuck with something that does not work. Equipment that does not work if you do not have internet because that box in your closets will do no good but just scare someone if it does recognize an intrusion. I wouldn't dare getting the system even if they paid me to have it. How can you trust your life with those pieces of garbage. Not me! 2 dogs will do better scaring off and better security. All I have to say, "buyers beware." (ex internal) and btw I had to put one star in order to submit this review when in reality it should be (negative -5)
Very expensive and salesmen totally lie to you. The price and awards they promised at the Galleria ATT store were bogus. I even made the salesman put it in writing and sign it. When I complain, the manager says he was misinformed and he apologized. It is bait and switch. Huge penalties to cancel. BEWARE!
Absolutely ridiculous. I log every single call I make to any customer service center. I have made 6 calls to Digital Life's main customer support number and the shortest hold time was 17 minutes. The longest 72 minutes with others hovering around half an hour.
I have had to replace the battery (yes I HAVE had to do it) in my main unit twice in about 3 years. They ship it and walked me thru taking the face off the casing and disconnecting the wires from the old battery and then connecting them to the new. I had ADT for years and never had to do this (a technician came out and did it once)
I have been getting Low Battery messages so I called them *27 minute hold one this one* and they said I needed to go by some 2037 watch type batteries somewhere and change out the batteries i the sensors in one of my rooms. They recommended changing all of them around the house since they might all start to go at the same time. I bought the batteries and it's not clear how to remove the face of the sensors (ADT SENSORS BTW...DON'T RUN ON BATTERIES and also aren't wired. You never have to deal with them)---anyway in trying to take the face off one of them I noticed I was standing on something on the widow sill and looked under my shoe....it was the OTHER HALF OF THE SENSOR. The double sided tape didn't hold and who knows how long that window has been unprotected? I am on hold with them currently and going on 19 minutes. They are probably going to tell me to go buy some double sided tape and cut it down to size and put these things back up in the windows. it's not really safe for me to be in these positions with some of my windows due to a new knee replacement. If they tell me I need to handle this myself I am going to cancel. I've already talked to ADT and am going back to them. I only left them to go with Digital Life because there was a promotion and they are about 4.00 a month less than the ADT package I had. ADT is willing to match what I am paying with Digital life. So I'm out of contract and probably about to tell them to take a hike.
We are now on 21:32 hold time.
23:00 hold time now
25:45 hold time now (and as you might imagine I'm getting irritated)
30:26 answers call
They are walking me going around opening doors and windows...on a ladder...moving it around. Find that there are sensors with bad batteries that aren't showing bad on their end...but when i change them with one of the 20 I purchased it seems to be fixing it. I'm now going on an hour on this call. The front door sensor battery was DEAD. TWO bedroom sensors had fallen off....this has been this way for who knows how long? Unprotected without knowing it on OUR FRONT DOOR and TWO windows at the FRONT of the house. I'm about to ask for a BIG REFUND.
Just came back on the line and said they are only sending me one sensor and also some DOUBLE SIDED TAPE and a return label to send the OTHER SENSORS BACK TO THEM. Again...ADT sensors don't use batteries.
This is the worst ever. I'm going on 1:37 minutes.
I am about to ask for a BIG consideration since I have been unprotected for who knows how long.
They said to call back on Monday to ask for a prorate back to June...whatever that means. Ended call and am wating for Monday to make a decision as to what to do. And I guess I have double sided tape on the way to spend another 20 minutes going around the house and fixing these. If they don't refund the months i haven't been fully protected I will be canceling
The WORST customer service and product ever. Keep looking for other security systems. There are tons of local companies that provide customer support from US based service departments with much better products for home security.
Service sucks. Camera always offline. Customer service is horrible. The customer service representative ask for you name multiple times. They charge you 100 to come out and tell you that you need a new camera and that they have no cameras to replace and they need to reschedule. They come out two weeks later and get me a new camera. Two weeks later the camera doesnt work again. Says offline and i do the troubleshoot doesnt work. I call customer service and its hell.
Had digital life installed about six months ago worst decision ever. Camera goes off-line all the time. had technicians come out three times already, they replaced equipment and problem keeps happening. Now I'm locked into this 2 year bull crap contract. Stay clear!!
If I could give this zero stars I would. We had digital life at our previous residence and asked att digital life to transfer services over to the new owner. Over 8 calls were made to their call center just to get them to call the new owner. Every time I spoke with them, including one hang up, I was told that they needed to do open a case. The night before we closed on our new house, I begged them to do a conference call with the new owner, and they said they couldn't and that they needed to call her. They finally did call her after she took ownership and never confirmed the transfer.
The new owner doesn't want the service now, and ATTs call center now says they can transfer it. I've called 8 more times and they now won't cancel my service without penalty.
They've literally ignored their clients and frankly don't care when it comes to customer service. They flat out lie, including times where they've told me they've emailed their superiors when they haven't, and started cases when they haven't.
In order to escalate this, I now have to write a letter explaining myself, again. I've been an att phone, cable, and security customer for over 10 years, and they treat you like absolute garbage. The use of call centers and rude attendants really shows that att doesn't care about brand loyalty. Save yourself a ton of time and frustration and go to adt. This is an embarrassment to client relations and shows what a big company really thinks of their customers.
My experience with AT&T Digital Life has been terrible. The camera never works for more than a few days at a time. They send out a technician to fix it, but someone needs to wait at the home for the 4-hour window, making repair very inconvenient. I would like to terminate the service, since it is rarely functional, but they say the will charge a $700 disconnection fee if I terminate before the 2 year contract is up. I relied on AT&T's past reputation when I ordered, but I should have looked at reviews. Essentially you are forced to pay for a completely useless and unreliable service.
AT&T has the ABSOLUTE WORST, most HORRIBLE and DEPLORABLE customer service EVER!!!!!!!
1) They Charge you AFTER you CANCEL
a SERVICE you NEVER had installed.
2) They keep you HOLDING for 60 minutes
probably hoping you'll hang up.
3) When your call us FINALLY answered,
they TRANSFER you 4 times with each
new person asking for the same info
you just gave and heard them typing
4) After they've worn your patience to 0,
they have the audacity to tell you:
1) They didn't bill your credit card
2) That it's a CREDIT
3) That they can't TRANSFER you to
a supervisor without knowing your
Finally AFTER the 4th person who was the WORST, says I don't have service, that it was canceled and after telling her repeatedly my cc was charged with the date and amount did she say it would be credited.
Pure insanity for anyone to be on hold 1 hour, then transferred 4 times for another 45 minutes just to have your account refunded for a service you DON'T have!!!!!!
I feel for anyone who might have an emergency like needing police or ambulance dispatched and really if you are calling about billing!!
Good luck, happy to have made a better choice than AT&T Digital Life!!!!!
I switched to AT&T Digital life and used the service for about 18 months. I just sold my home and the new owners ask that I leave the system here, I called to cancel my service and was charged 200.00 for early cancellation even when I left the system here for the new owners and in order for the to use it they would have to sign up with Digital Life. This is how customer service treat you for getting them a new customer.
If I could leave a review with zero stars I would, but it is simply impossible. Nevertheless, AT&T Digital Life is the ABSOLUTE WORST COMPANY I HAVE EVER DEALT WITH. While the security system itself is cool (when it works), that is the only positive comment I can make about it. The system constantly has issues and when you have to call them for service or billing adjustments, that is where the problems really begin and never end. Twice I have had to have the entire system replaced (fortunately at no charge), but on the last time around I had to restart my contract and when I did that, they never canceled the old contract. 5 months later, I noticed that I had been billed for both accounts and after 4 hours on the phone getting bounced from one department to another, they finally issued a credit, canceled the old account and set up the new one correctly. Not even 1 week later, I received an early termination notice and penalty charge of $500 for the cancelation of the old account, even though they had promised that would not happen. In addition to that, they never really canceled the old account. So, I was charged an early termination fee for an account that was actually not canceled after all and during this entire time, I could not arm m system.
After 23 calls over a 14 hour period in total, I gave up, but not before writing a letter to the CEO of the company who quickly assigned my case to the executive resolution team who first started with their sincere apologies for my frustration and their many mistakes. After two days of calls and three appointments at my home and countless hours of waiting, they finally got it up and running. Three months later, I received notices that I owed them money again. FINALLY, all of that was resolved, but even today, I am still being billed for things I do not have and cannot use.
Just today, I called twice. The first time I was on hold for 1 hour and 15 minutes before getting disconnected and the second time for over 1 hour, Finally, I got connected to someone who then bounced me to another and another. Who knows if they will ever get it right, but I cannot urge you enough to stay far, far, far, dare I say very far away from them. THE WORST CUSTOMER SERVICE ON THE PLANET!!! *****BEWARE AND STAY AWAY FROM AT&T*****
my camera has had to be replaced due to it not recording, I have a teenage daughter whom has to be monitored. I have been away twice and both times my camera has not recorded. I have had the main box and camera replaced once, i have only had this service for 5 months, I have had numerous techs come out to fix camera not working and have been told that maybe I should down grade as a fix to their lack of providing that which I need in order to monitor my teen. i am locked in to a contract in which when I called the Loyalty Dept was informed that my house is being monitored due to the door & window locks when asked it my cameras recording she stated no. How is it then that my home in being monitored? my advice to anyone whom need security is to not use AT&T, they are misleading the consumer and not providing a safe and secure product.
Worse customer service ever. We were told that it would be a one year contract and that we could move the service without penalty. Both wrong. They are not saying that it is 2 years, we would have to pay to move the service AND if we move the service, the contract restart at 2 years. Bunch of lies, DO NOT SIGN UP for this service!
The alarm system does not work with any regularity. My home was burglarized while my daughter was home and the cameras were not functioning and the window contacts were not functioning. With a cost of over $600/year, the one time you need the service it does not work. Do not use this service if you want to secure your home.
When you call customer service, you will wait on hold for over 40 minutes to tell them your house has been robbed. Unacceptable.
Be careful it's really really bad system the garage door does open couple Time by itself
Sometimes I wonder if "this call may be recorded for training purposes" really means, "this call may be recorded for our entertainment and unreasonable evil pleasure."
Actually, I'm sure of it. I'm picturing a room full of customer services reps sipping on a nice cabernet sauvignon and laughing like, "remember when we said we'd cancel their service because they're moving? And then we tagged on a $400 cancelation fee that can only be removed by reactivating their account and re-running their credit?! Lolz, omg, soooo good."
*clinks glasses in celebration*
No, not so good. AT&T Digital Life is not only a unreliable home security system, but their customer service is unprofessional, unhelpful and simply maddening. Every time I mentioned their poor reviews they thanked me for doing my research and proceeded to repeat the same 'ole script. I wouldn't be surprised if this particular division of AT&T has a huge file with the Better Business Bureau.
Let me save you some time. Here's how it goes:
1. purchase service
2. service is faulty
3. cancel service (bc #2) or bc moving to new area; pay remainder of bill
4. receive e-mail confirmation of #3
5. then receive a RIDICULOUS bill a month later and calls every day stating you owe $$
6. call AT&T, get transferred several times for a minimum of 60 minutes, no record of #2-4
Try another service, this one's a headache. And if AT&T's gonna give me a headache the least they can do is share that bottle of cab.
I really thought the equipment and service would be great. After all we use AT&T for other products and services and it's great.
But I've just have had the worst customer service history in life. 2 years worth of faulty history, system issues, system going down. 1/2 the time I can't use my app to lock doors, unlock doors, or set alarms. System trips on its own - and did so again today. To which I spent 26 minutes on the phone with customer service to stop a dispatch run. They were rude and unprofessional and clearly have 0 training.
When you pay for equipment and service - people should at least try. Do not sign a contract with this company. Your security should give you peace of mind not extra stress.
I'm actually surprised they even have one star average on their reviews. I have never been so dissatisfied with a product in my life. I'm only going to discuss the big ones (there are too many to list). Imagine being gone all day and not having the heat on to save money. I would simply turn the heat on from my smart phone an hour before I decided to head home from work. Not to be.... Digital Life only lets me log in on my smart phone about 1 in every 10 tries. It literally takes about 20 minutes to log in IF you can. My wife has only been able to access the system via her smart phone ONCE in over 25 tries and re-downloading the app 5 times. Well yesterday I couldn't log in. Then I get home to a very cold house and find my hand-held controller is locked and won't respond. I LITERALLY had no heat.
Also, it takes us over 15 minutes to set the house alarm when we leave the house if we do it by smart phone. We have to sit there and sit there waiting to see if the system armed or not or if they are requiring more input. Couple that with how long it takes to get logged in and you can probably guess how frustrating this is. Try doing that while you are driving. Should I die in a car wreck someone please check to see if it was the same time as when I was trying to arm my damn system.
Long and short of it - DIGITAL LIFE IS A NIGHTMARE. I have the top of the line system with them including multiple cameras and wish I never heard of it.
BEWARE!!!! " BAIT AND SWITCH" "BAIT AND SWITCH"
Subscribed to Digital Life. Was told they were having a special promotion at a reduced monthly rate. When asked if it was eligible for att retiree discount, I was told "yes".
When I received my frist bill it was a higher monthly rate and no discount. I returned to the
location where the order was placed and was told there was no special promotion
at the price I Was quoted and employees/retirees do not get a discount. To pacify me
I was offered a 20% discount for one year on a two year contract. I will continue to take
my complaint higher and higher.
"BAIT AND SWITCH" "BAIT AND SWITCH" "BAITAND SWITCH"
If I could have picked zero stars, I would have.
Sure, there are plenty of negative customer service reviews around. But, this is one that I feel everyone should read. I have been an AT&T customer since they were Cingular Wireless. Yeah, that long. So, when I moved out of Mom and Dad's and saw AT&T rolled out a home security package, I was thrilled...initially. The first few months were great. Security camera, alarm system, window chimes, all for a not-too-bad of a price? Sign me up! I moved my service with AT&T and it was painless. And then today happened. I was locked out of my apartment yesterday due to my door being jammed. My boyfriend and I figured out it was the door lock that had become loose, but the screws were stripped so the logical thing to do was call AT&T and explain that I needed a technician to come out and fix my door lock as I could not secure my apartment. I had an appointment set for today (6/20/17) with a window from 1-4PM EST. When 4:30PM EST rolled around and there was no technician, I called AT&T to check in and see what was going on. I was informed that my appointment, which was an emergency appointment as I could not secure my apartment, had been changed to 7/18/17 (yes, almost a full month from today) with a window from 1-4PM EST. I asked to be transferred to a supervisor to discuss why my appointment had been changed and why this was not being taken more seriously. I was then informed by the representative while waiting to get her supervisor that my issue was not a "qualified emergency" and that is why my appointment had been changed (without giving me any notice as well). When the supervisor got on the phone, I explained the severity of my situation once more. I could not secure my apartment with the security system provided by AT&T. He explained to me that he could not help but could place me on a "stand-by" list in hopes that a technician could get to me sooner, but that I should have had another point of entrance to get into my apartment. Sure, I see his point, but how does that apply if you're on the 2nd, 3rd, or a higher floor that isn't ground level? How does one access his or her apartment then? I then asked to be transferred to someone who could terminate my account as I think it is pretty ironic that the security system I pay for each month cannot secure my home. I was then transferred to the Emory Hospital in Kentucky. Yeah, I was very confused too. I called back asking to speak to a supervisor and was told that the representative was waiting to get a supervisor for me to speak to, but that it would be $586 and some change to terminate my account. The account that is supposed to secure my apartment, but doesn't, and when I asked for help, I was told I was SOL. Would you leave your home if you couldn't secure it? I had a beyond terrible experience with customer service, and my sense of security has been taken away, by my security system. Ironic, isn't it?
Don't ever plan on ending your contract. I have been with this company for 3 years and tried to cancel my account due to not needing it anymore and they had me on hold for two hours and treated me like scum. Also, if you have more then one AT&T service like cellular and internet or cable then logging on to pay your bill will be a nightmare. I ended up just not dealing with it online and sent checks. They need to get better customer service. Its a nightmare trying to get anything done with them.
The most worthless thing I have ever spent money on. The app crashes constantly, the website freezes up constantly. And this if you're on the same wi-if as the system. If you're out of town and want to gain access to your camera, door locks or systems? You can forget it, it ain't happening. I set the system off accidentally and failed to receive a call. Being suspicious, I set it off purposely, waited a full two minutes. When I called to ask why I hadn't been called, they claimed they didn't receive a signal. I then had them wait online while I set it off again, they saw it that time. I finally paid the ETF and got rid of it.
We live in Los Angeles in a good neighborhood, but my next door neighbors had a party and there was literally a bloodbath fight at the edge of my driveway and the cameras didn't pick it up at all!!
Our mail was stolen twice and the stupid cameras didn't pick that up either!
It records video of me my kids etc. going in and out of the house all day long or even neighbors driving by - that's all recorded,- but misteriously the important crimes never get picked up on that camera!
Also if u try to call tech support anytime of the day u will wait on hold for hours!
Total rip off!
Don't waste your money !
Go get a real security system !!
This only does short 1 minute clips of what's going on at ur house. It is not a surveillance security system - but they don't tell u that!
Also alarm beeps constantly when disarmed if u go in or out of house and it's loud! Whole system is annoying!! :(
don't do it!!! expensive, over priced, useless, always went down and not work, don't move cuz they will charge you $500 fee. there are much better companies out that. run away.
Their system is passable until you have to do anything with customer service. They will transfer you around and around and then tell you there is nothing they can do. Accounts cannot be transferred so if you move you have to pay and early outage fee. I had to start a new account after fulfilling my 2 year contract to get a boxed fixed because it was in my husband's name and not mine. They promised me the first 3 months no charge to resign and of course there is no notes about this in my account and now I am stuck with them again for another 2 years.
In summary, a phone call with AT&T is like being in one of the 9th rings of hell, you're going around in a circle until you want to beat your head on a cement wall.
I called AT&T because my home phones is not working (Line Dead). First I get this guy that can't speak any English. I asked for his supervisor, he comes on the line and can't speak any English either. I ask for an English speaking person, he said "Do you want somebody that speaks English in America?" Yes!!!!!!!!!!! So I get transferred back to America, they can't find my phone number! It took 30 minutes and 3 transfers to get to the Landline Department for my home phone! She tells me they have to send out a technician to fix the issue, however, it's going to take a week to get someone to my place!!!!!! REALLY? Do you realize the landline is hooked to security system??????????? I guess I have to find another provider today!
DO NOT USE
They are a terrible company with terrible customer service.
We had the service for a few years. The install was less than professional with many exposed wires running to outlets & holes punched in our drywall (for camera power). (terrible instal with no regard to home)
We had to do major construction on our home because of Super Storm Sandy and had to move out for over 6 months. All utilities to the home had been cut off. AT & T refused to suspend the service and on top of that continued to call us with emergence calls stating that the system was down... obviously they didn't listen to is when we told the the house was under construction with no power... 100 times...
(terrible customer service)
Once we moved back in the system stopped working properly. Camera began to fail, devices would not come back online... ect... When we finally got someone on the phone to set a date for a service appointed, the technician never showed up. TWICE! Two days in a row.
(terrible customer service)
We finally cancelled all services. Lucky for us we were no longer under contract with this terrible company... Buyer BEWARE.
Looking into Frontpoint, ADT & Vivint as options... Reading yelp reviews on them just makes me want to spend the money on more firearms and puppies. Is there any security company worth using?
Did I mention they have terrible customer service?
Worse company ever... and the customer service sucks too!! Makes me sick to think I pay this company over 200.00 a month for this nonsense!!! I'm switching the first chance I get!+
I would not recommend AT&T digital life to my worst enemy. I had the service for less than a year. Several times for days at a time, I was not able to set my alarm. What's the point in having security if it's not working? What am I paying for? I would call and be on hold for over an hour. I guess everyone with them was having the same issue at the same time. I would often get hung up on after being on hold. After 8 months of having problems, I called and finally got someone on the phone. The rep informed me to allow a technician to look at it and if it could not be fixed, I could cancel with no cancellation fee. I agreed, but the technician said that it could not be fixed and that I should cancel. So I did. Now AT&T is trying to charge me a cancellation fee. I have called to discuss. They are rude and hang up on me. I've written letters for them to listen to the phone call that was recorded. They refuse to do so or respond to my letters. I have written the BBB on them. They sent back a lie in response. I'm going to let everyone I can know to NOT ever get AT&T digital life....NO WAY!!!
Rude customer service. They don't know what they are talking about. Always pass the buck. I wish I have never been talked into getting this worthless piece of junk.
The absolute worst. We've had for 2 years. Constantly an issue with the garage door openers (we've given up on 1 - it's "not compatible") and the thermostat. Every time they come to fix their equipment, they try to charge me $100. Then it takes an hour of my time to contact customer service and get it refunded. (Always a fight.)
The tech support is a joke. One woman was so rude that I asked to speak with a manager. So she hung up on me! (I found the CEO's email online and reported her to him.)
The only reason we don't switch is we're probably moving in a year or 2 and I don't want to spend another $1000 installing a different brand. (Next house will have ADT.)
My service didn't work from day one. It says armed and I open the doors and nothing happened. Called the support people and they couldn't fix it. They saw it wasn't connected. Gave me an appointment for a technician to fix it. This guy from Florida didn't know what he was doing. He didn't clean after himself either. They refuse to give me a refund for the time it wasn't working whichs since it was installed. Nor would the push the bill due date. Horrible and very frustrating. I am thinking I am protected and the system wasn't working. God forbid what if someone tried to break in. Now I need to pay for something that never worked. Smh. Not fair.
If I could leave Negative Stars I would. I have been an ATT phone customer for almost 15 years. When they started Digital Life a couple of years ago, I had a system installed. I was one of the very first guinea pigs in the Cincinnati area. They had system problems - I stuck it out. They wanted to study our system and send 2 techs and 2 Regional Managers to my home (at their request) - I allowed it, I stuck it out. So bills are tight and a security system is the lowest priority. I decided to call and cancel only the security service. When you call, you get to talk to a lovely person in Jamaica. This person was worse than a used car salesman who hasn't made a sale in 6 months. She convinced me to not cancel by giving me 3 months free service and at the end of that 3 months they "may have a new special and I can lower my rate just by calling back." I don't fall for scams and I don't usually let people talk me into staying a customer but I thought what's the harm in sticking around 3 more months if it's free. The very next month I got a bill anyway. No Free month there! So I paid it to be safe. The next month I got another bill - again, no Free month! So I called back in to cancel. They tried with the high pressure sales but I cancelled my service. The next month I got anther bill. I called back and spoke to a supervisor (asked to be transferred to a supervisor in the United States) and this POS would not do away with the bill. He said when I called back in and cancelled that the 3 month Free offer was cancelled. I argued Common Sense, stating that I never got any Free months and that had they even started a month or two later, I was still within that time frame and I didn't owe them another payment. He would do NOTHING for me. That was on April 18 that I talked to this a$$hole "supervisor". On April 28 I received a letter from a Collection Agency!!! I've never been sent to collections in my entire 34 years of having bills or credit! That's 8 business days later! If this is how they treat a long-time customer then F*&% ATT. Buyer beware - don't use ATT Digital Life. I am considering also cancelling all 4 of my cell phones and going to another company. ATT the corporate giant sucks and does not care about their customers at all.
Just like what everyone else has said, I would NOT recommend AT&T home security. Luckily for us, we had a 10 day trial window after our equipment was "installed" and we were smart enough to cancel during the trial. The "technician" did everything half way and needless to say, nothing worked after he left. The customer service team was surprised when we wanted to cancel, but I just can't justify paying for something that doesn't even work. How is that logic? I really wish good luck to those poor people stuck in contracts with this company.
On the phone for an hour to change my user name and change alert on my alarm.....basically I had to wait for the Customer service rep to find the answers while I was on hold.
HORRIBLE! We installed Digital Life due to problems with packages being stolen. The first time one is taken, I try to look at the video. The installer didn't turn it on - no video and it is MY FAULT. I paid for a service for two years and when I actually wanted to use it, I couldn't. The only thing they could say was you should review your account. They have no problem taking my money, but can't do anything else. I have stuck up for AT&T DIgital Life for two years, put off other companies try to get my business and this is what I get? I will purchase my own equipment and go with a
Finally called in and was told my contract is over so I can get rid of this service! Stick with adt or someone who has been around. At&t's technician do not know what they're doing, you have to spend a 4 hour time period waiting for them to show up, they finally show at the end and take another few hours, problem is never solved, system is cheap, at least the lady I called to cancel the service was nice and knew what she was doing!
This system is terrible. Installed it 3 months ago and has yet to work correctly. Do not let anyone talk you into signing up for this.
I would give it a negative review if you had that option.
Agree with so many of the comments and wish I would have known when I moved here. I called to temporarily suspend my service at a rental while I have a home built and stay with a friend in the meantime. Phone call #1 and there was no issues with that, dates were established, agreement for no bills until I moved, discussed what I needed to do with current equipment which was nothing and forwarding address was discussed. What happens 15 days later?! Payment is taken out. When I call customer "lack of" service, I am told that it was a payment for the previous month. 2 days later, bill in the mail states it was for the future month. I call again, #3, and am told my service is still being monitored, they don't suspend, they don't stop charging, and I need to go back to the house I no longer live in to unplug equipment or the service will continue. Ok, so I get the equipment unplugged at the house I don't live in. Receive daily emails and messages from their "monitoring" people that my battery is low and my service is interrupted. Call again, #4, runaround, ask for a manager, put on hold for 15 minutes, hang up, call back, #5...am told they don't have managers. Went to the store...they can only call, you guessed it, customer service! Numerous other calls...finally tell them I want to cancel and they can send me the cancellation fee....which that day was $80. 5 days later, phone call that my battery is low and I need to call them about interrupted service...AND the next months bill in the mail. Today's call and the cancel fee is now $210 and I have to pay another month of service in a house that I don't live in!!!!!! The "supervisor" I did finally get today refused to tell me anything but his first name because of "security reasons", and basically only said "I understand you are upset, but you will pay $210 and any outstanding bills"....apparently not living in a house does not matter...but then again the only people I talk to are at a call center in India...so maybe that's how it works there.
BOTTOM LINE.....AVOID AT&T WITH ALL OF YOUR LIFE!
AT&T digital life home security is HORRIBLE. If you are considering home security DO NOT sign up with them! Their service is intermittent and the customer service is rude/incompetent to include the supervision! I've had service with them for a year and they REFUSED to have a technician come out for the NUMEROUS times my security system hasn't worked. They also REFUSED to acknowledge the better business bureau complaint I submitted and REFUSED to waive the early termination fee even though they voided the contract by not providing the service entailed in the contract!
I agree with the other reviewers when I say that this has been among the worst service experiences that I have ever had with a provider. When I first set up the account it took three weeks to coordinate an installation. The installer arrived without the appropriate parts and needed to come back - about a week later. Thereafter, I moved and took the service with me to honor the contract. Again, I experienced a lengthy and involved install process. In addition, the installer equipped the system with a passcode but didn't bother to tell me what it was. This has made billing calls torture. I have now spent about 4 hours over three different calls plus an in person trip to the Att store just to cancel. Surprise, I just got another auto debit from my credit card. It seems that Att just can't bear to say goodbye despite my cancellation. Now I am going to have to take this up with my credit card. I know that this sounds like a rant (I'm ranting) but this service is just not worth it. Please consider another company, frankly any other.
If there's a rating of zero I would give Digital Life a zero. So many hidden charges that are not explained during sales. Very bad customer service at billing, monitoring, and cancellation department. Their sales department will tell you lies to hook you up then hidden charges applies after 2 months. Be careful with this service.
I seriously cannot count the hours that I have wasted waiting on AT&T on hold or at home waiting on a repair service that never arrives. My phone has not worked properly for the last 6 weeks. Twice I have scheduled an appointment and both times a technician didn't show up. I know all calls are recorded so I really wish someone would go back and listen to my calls. This last time they "no showed" I was told that no one was ever schedule to come out. They told me twice (once when I schedule the appointment and when I called to confirm the appointment the day of) that I needed to be home so the technician could gain access to my house. After waiting all afternoon they called, at the end of the 4 hour window, to see if my service was repaired. They said they were working on it from their offices. Why is the customer's time worth nothing to this company? The lady I spoke with said they never intended to come out.
I have had the system for two years today. I cancelled it today! I live in a pretty good neighborhood and the reason I got the system was caught the addict or kids that keep getting into my car. The camera is about 15 feet away from where my car is and the video and service worked the way it was suppose to but the quality of the camera is just horrible. You can make the image out but not enough to ID a person. I was highly disappointed with this, the system isnt cheap. The equipment is expensive and the service is also expensive. I will be selling the add on equipment to people that want to keep the system and buying seperates with better resolution and guess what no add on fees of 60 plus bucks a month.
AT&T Digital Life is the worst company ever, with the worst customer service ever. Sunday September 11 they started a "system upgrade" without notifying it's customers. This so called "upgrade" destroyed my entire home security system, absolutely Nothing works! I waited on hold for 84 minutes Sunday night, then the rep who finally answered hung up on me after I said Hello. On Monday, Sept. 12, I called two more times, waiting on hold for over 35 minutes the last call before a rep answered and lied to me the entire time. After I told her all the problems with my system not arming, indicating doors were open when they were really locked, the key pad not responding, the app and website being down, she actually LAUGHED at me! She said she laughed because they have been receiving calls since Sunday and there was nothing she could do, but offer me a $25 credit for my "inconvenience." We went back and forth, one minute she says "I just checked and see your system indicates your home is secure and the alarm is set." I caught her in a lie, the system would not let me set it. After this, I spoke to a supervisor, Cory, who said No, the alarm is Not set, in fact, she said my entire system was not visible to their system, it was like it never existed. She said she would call me tonight at 6:15pm when I got home from work to walk me through taking the key pad off the wall and manually resetting the pad. Cory lied too and never called. I called Digit Life and spoke to Ken who said he cannot help me because they have been "going through a system upgrade" for the Past Hour. Another Lie! When I asked to speak to a supervisor he said "No supervisor wants to talk to you because they cannot help you, our system is down. There is nothing anyone can do until tomorrow." He told me to call back tomorrow to speak with someone. I asked for customer service and he said to call their corporate office in Atlanta but would not give me a toll free number.
We've have Digital Life since July 2016 and from the day it was installed, we've had nothing but problems, the cameras do not work, the app goes down constantly, we cannot set the alarm, the list goes on and on. Each time we complain, AT&T or Digital Life does absolutely NOTHING. They said we can cancel but they will charge us hundreds of dollars to do so, EVEN when their own equipment will not work! They actually told us "if you want the cameras to work at night, you should leave the backyard lights on." When the system was installed they told us the cameras can see in the dark and pick up motion, they Lied!
I think every customer who has been lied to should come together and file a class action lawsuit so we can all get out of our contracts and get our money back! Maybe then AT&T Digital Life will treat it's customers better and improve it's products.
Do not even consider using this company. We have had the system for a year until we switched back to ADT. System never worked, cameras worked intermittently, service techs either do not show up or show up hours later. Worst customer service and even the techs that have showed up late that could never figure out our issues said AT&T rolled this system out WAY before it was ready. This was the worst experience we have ever had with security systems. The last tech got into our ADT box we had before and cut 30 contacts and then tells me he was going to charge me 900.00 for thirty new contacts. AT&T refused to fix the damage. We are actually hiring an attorney over the damage and faulty equipment. So glad we returned to ADT. Service tech arrived right on time, repaired the damage and got us protected with a product and cameras that actually work.
Horrible System. Horrible Customer Service. I am going back to ADT. I gave it 6 months and it's just been problem, after problem. They are not ready to have a security system. Stick to cell phones AT&T. Not only did they lie about charges, we have had fake alarms as well as the alarm system receiving an error. Calling ADT now to switch back.
Ugh. I wish I had taken heed to the reviews before getting into contract with AT&T Digital Life. It is THEE worst! The customer service is horrible and it is a pretty much a human game of ping-pong where they bounce you from person to person with no resolution. Stay away. Something as simple as paying via the app and changing my password has been challenging - this should NOT be hard, AT&T. If you can't manage this, I have a low level of confidence that my home is actually secure. I urge you to do better.
Since I can't seem to get anywhere with my bill and the lies regarding the charges and requirements for digital life, I will post here.
It is a scam. The employees tell customers what they can expect, accept the plan for certain items and say the money they save will pay for it. Then the bill is different.
Store employee says one thing, tech says something else. The thermostat can only be changed via internet service, not manually. Not explained. You have to pay additional fees. Not explained. Bill total was a flat out lie at time of signing up.
I called numerous times and can't get anywhere. They argue with me on the phone, charged me late fees and tell me there is a $500 charge to cancel.
It is not at all what was explained, misrepresented products, misrepresented services.
I will post and blog anywhere I can find.
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Though I did not end up using their system due to that my existing alarm infrastructure is too old to be be compatible, I was still very happy with their service - from sales, customer service, to technical support and returning: no hassle, no pressure, and very professional and knowledgeable. To them, not retaining me as a customer seemed to be a loss but they should know what they've done had earned my trust and respect. They will definitely be my first choice for my next home security system when I would start afresh.View More Reviews
Recently purchased a security system for the home Didn't know where to start read a lot of reviews and decided on Frontpoint. I couldn't be happier. Customer Service was great they walked me through the entire set up process No need for someone coming out to run wire through out my home I was able to install everything myself with the easy to understand instructions and customer service was there to answer any questions I had about install and set up Another great feature is I can control everything from my IPhone with the downloaded app
First call to complete setup of our new home security system and perfect service. I was with another alarm company for over 20 years and service was far less than what I just received from FRONTPOINT.
No frills, best customer service ever. Very low number of false alarms and great technology behind the scenes. Have been with them for three years now and they dealt everything very courteously. Highly recommended.
This was my time buying a home security system so I had a lot to learn to be confident in a decision. Talked with all the major players, including full service install, do-it-yourself, monitored and unmonitored. Learned a lot, and bought Frontpoint. Their salespeople not once avoided one of my questions or redirected. They were straight forward and knowledgeable. Some of the initial programming required telephone support but that experience was great too. I'm confident I brought the right system and monitoring to secure my home.
All I can say is thank the team for the amazing and unique service commitment, making a confirmed believer out of me. From the initial sales experience with Amrit, to the logistics experience with Alex; thank you both for quality service! I know this was a unique situation considering the holiday season upon us (Christmas 2017), the weekend combined, and the flow of packages, adds complexity. But the exception you are making to ship this equipment overnight, I will not forget. As mentioned, I have 2 businesses that use the competitor. I will keep you in mind once the contract expires. Initially, I never heard of Front Point. But from this day on, you are the ONLY POINT of reference when it concerns top notch security monitoring companies. You are truly a services oriented company!
I've had my system for a few months and everything works AOK. I found their support to be excellent and they take their time to make sure everything gets set up correctly. I've had zero false alarms and I find the notifications I get to my iPhone and Apple Watch are awesome; plus the ability to remote arm/disarm. I did have an initial install issue where the install app stayed stuck on a page; so I called and they stayed on the phone for 30+ minutes while I installed the whole system. They were also very knowledgeable about features. The one feature that is missing imho is the ability to remotely open and close my garage door with a "zwave" compatible garage door opener. I do however have the ability to remotely check if the door is open or closed, and I get a notification to my watch/phone if I left home after arming the system and forgot to close the door.
I made a call to frontpoint about my wireless security when will it arrive the gentlemen was very helpful and nice. And answered all my questions. I highly reccomend them to anyone.
Great company. Great customer service and the system itself. Very satisfied after doing bunch of research. Other cheaper companies don't have such good customer service.
I'm super happy with their customer service. Always helpful. Always quick. No waiting on long holds. Alarm works perfectly and so easy to check from my phone. Again, can't say enough about the customer service (am I getting old or is it just so rare to find good service that it is refreshing???).
The mechanisms work. The customer service was really great. Now, I am moving, my trial period was honored and MY MONEY WAS REFUNDED as promised, immediately. I have become so sick of complex corporate rules that rip me off--this was refreshing!
I have been a customer now for about 5 years. You need to install the system yourself....in order to acomplish the install you need to be able to pull the backing off adhesive and stick things to doors, windows, and walls. I find it hard to believe that anyone with a negative review below has the ability to set up a Yelp account and leave a review, but is unable to stick something to a window. When the home across the street from me got robbed I decided it was time to get an alarm system. I looked into a bunch of different options including big national companies like ADT adm some small local companies. The first big difference was cost. Yes ADT says you get an alarm system installed for $99.... That system is great if you live in a one room studio with no windows. All you get for $99 is a single door alarm, a motion detector, a key chain fob, and the control unit. When I priced out the system I need to cover my home it was going to be well over $1,000 since I wanted contacts for each door and Window. With Frontpoint my system ran me $500. Not cheap, but I added some detectors and water intrusion detectors. Another big difference is the monthly cost to monitor. Once you start adding on fire and water intrusion with the big boys the monthly cost to monitor goes way up.... If you want to get into home automation and that number is insane. My monthly including, security, fire, carbon monoxide. Water intrusion, and home automation is $49. Over the years I have had to call support a few times to add a lock or because I had an issue with a sensor. They have always been great to work with and spent as much time as needed to work through the problem. Over the 5 years I have been with Frontpoint I have had a minimum of 20 friends and family sign up and not one has ever come back to me with an issue or complaint.
I have been using FrontPoint Security for monitoring my home for over 3 years now. I have nothing but great things to say about them - infact I like them so much that I had a few other family members and friends go with them. Their Sales and Support is what you expect in an ideal company. First of all, this is a self install All Wireless system using GE technology. I chose the Cellular as WiFi can go down and did not want that risk. The company advised me that sending someone to install could impose a risk as the installer would know all the weak points in your home ! It took about 30 minutes to install the system fully (about 10 sensors and control panel). My door frame had a niche so the sensors would not touch - so the FP support asked me to mount their sensor on a small piece of wood to raise the height to align. They even advised me on how many sensors and where to place them to get effective coverage - ADT gave me a quote that was 5-6 times more expensive and more number of sensors. When the tape to mount the glass break sensor became loose and sensor fell down, they shipped replacement tape for free. I ran the system in "test" mode for 2-3 days where I tripped it at multiple times of the day and night to test - as early as 5 am and as late as 1 AM and within a few seconds, I got a call. Once I was pleased, I went Live. Since then, my sensor has gone off a few times (kids) and 100% of the time, I got a call within 15-30 seconds. My friend uses ADT and I tripped their alarm a few times while feeding their dog and for 30 minutes, no one called !! I customized their panel to text me for certain events (like dad arming and disarming, or not armed on certain days by a certain time, certain doors or windows opened) and it worked flawlessly. Both my wife and I get these texts and we know exactly what is going on with the monitoring system 24x7. I also called customer support multiple times to get help resetting the system due to some technical issues and they always answered with a max of 2-3 minute hold time- even on Sundays. The TechSupport people are extremely polite, patient and knowledgeable. Never did I leave the call without 100% satisfaction. Today (July 24 2016), I strongly recommend FP over any other provider and the $40+ that I pay monthly is worth 100 times its worth in the peace of mind it gives me. Congratulations to FP for delivering such an awesome service and quality.
I've been a customer for 6 years and am very happy with FrontPoint. Install (on your own) is VERY easy...5 starts goes for their service. Every time I've called customer service (for swapping for a radio with a carrier with better reception, replacement batteries, general questions, etc) I've received 5-star service from a US-based rep. Not that I mind overseas support when it's appropriate, but these guys are not script-readers...they are professional, knowledgeable, friendly, and helpful. Very satisfied.
I am really happy with FrontPoint. I keep adding equipment and capabilities to my security system. It adds convenience and peace of mind. I really like how flexible the program is and the superb customer service. The staff is not pushy and they are extremely helpful and courteous. I highly recommend this service!
I found front point security system to be more on par with ADT than with comcast xfinity home protection or AT&T digital life home security. Here is is what I found out. 1. front point security has cellular signal instead of relying on the internet. I know comcast wants us to believe the internet will always be on but my internet has failed many times. 2. front point security does NOT have window break detectors, they can sense if the window opens, but I do not believe they carry the specialized sensors that detect window breaks using vibration or pressure changes. 3. They do not have free equipment like comcast or AT&T. 4. Monthly fees are about the same as ADT, comcast and AT&T in the long run, but right now comcast has deals as low as $20 per month with free equipment and free installation. I would have given front point security a full 5 star rating but their price is so much higher than the competition it is tough to do that.
I wrote my initial 5 star review for Frontpoint after using their service for a month or so. I'm still very happy with their overall product and service. However, I've recently had an experience with regard to contract renewal that has led me to knock off 1 star. The customer service rep I dealt with was gracious and friendly, which actually makes me feel somewhat bad about sharing this. However, I feel an obligation to put this information out there for others who use Frontpoint or are thinking about using them. Executive summary for those who don't want to read the War and Peace version below: read your contract/know your terms! OK, here goes: I originally called customer service about an odd beep that seemed to be occurring on my system. As usual, they were fast, friendly, courteous, etc. At the end of the call, the rep said that he noticed my contract was about to expire, so I should renew. I told him I liked the service and would almost certainly continue with them, so he said he would email me the renewal documents. The renewal contract he sent over was for 3 years, effective immediately (as opposed to being tacked onto the end of my original agreement). Before signing, I went back and looked at my original agreement. It turns out my original 3 year contract still had 7 months remaining - it wasn't "just about to expire." More importantly, the original contract states that it will automatically renew for 1 year at a time absent an express cancellation (w/ 60 day notice) by either party. I brought all of this up with the rep via email, which initiated a long back and forth. Here are the high points of that correspondence: 1) The rep repeatedly said that when my initial contract ended, I'd be month-to-month and would no longer be "under contract." This wasn't true - I would still be under contract, specifically under a 1 year extension of the original contract. "Month-to-month" came up over and over (and over and over) in the responses I received, but it was never clear where this derived from. 2) The rep said I could lock in my original contract of $42.99 rather than pay a higher rate. He specifically referenced the $44.99 rate currently being charged to new subscribers. However, this is a red herring - the amount being charged to new subscribers is immaterial to me. I'm still paying my original $42.99 at the moment, and under the automatic 1 year extension provision I would stay at that rate (caveat below). 3) The caveat from above: the original contract states that Frontpoint can raise my rate up to 5% once a year (they haven't done so yet, FWIW). Thus, my rate could be increased by 5% at any time. If the new contract I was offered somehow eliminated the possibility of such an increase over its 3 year term, I could see some benefit to signing it. However, the new contract contains the same provision re a 5% increase. There's no apparent rate benefit to locking myself in for 3 more years: I'd have the same rate and the same possibility of a rate increase either way. 4) Another alleged selling point for the new contract was that under "month to month" renewal period (which, again, does not appear to exist) I "will incur charges for equipment." I tried to nail down exactly what this meant, but never got a concrete answer. My best guess is that this refers to the limited warranty covering equipment replacement. The limited warranty period in my original contract was for 2 years from activation, so it's already expired. If the new contract I was offered somehow extended this term, it could be seen as offering some benefit over the automatic renewal. However, the limited warrant in the new 3 year contract is for 3 years from the date of initial activation. Technically, this does extend my original limited warranty for 7 addition months, but it definitely doesn't keep me from incurring charges the entire time I'm under contract. The warranty will disappear on the same date my original contract term ends. To sum up, it would appear that Frontpoint wanted to lock me in for 3 more years without providing me any commensurate benefit. Any time I tried to drill down to specific questions regarding contract provisions, I got the same set of rote (but very friendly) answers about streamlining my experience, providing the best service to customers, saving me from new subscriber rates, etc. I certainly understand why they would want to lock people in for as long as possible, but I felt like the sales pitch for doing so was at least somewhat misleading. If someone from Frontpoint wants to clarify any of this or explain what I got wrong, I'm genuinely interested in hearing their answer. As I said, I tried to drill down to specifics before, but haven't gotten very concrete answers.
Update: After a second phone call with a Frontpoint supervisor, we went over the situation again Frontpoint offered to reimburse a larger portion of the fee. We have had no issues with Frontpoint, until recently. Their touch panel sent an alarm signal to their offices, but did not go off in our home and the app did not notify us either. We were home and the system was disarmed, so this was a completely useless alarm and something triggered by a faulty machine. However, when I asked Frontpoint to reimburse us for the $230 fine the city police department is charging us due to a false alarm, Frontpoint only offered $50, which barely covers 1 month of service. We are now shopping for a new company that has reliable equipment and good customer service.
A plus customer service. This company is no non-sense and easy to talk to. Great experience so far.
I had Frontpoint for about five years. I loved their easy set up, phone app, and customer service. They walked me through the set up, which involved placing sensors and plugging in the control panel, and were responsive whenever I called to order additional or replacement equipment. I had the alarm go off once in five years when I was out of town, and they sent the police right away--turned out to be an overly friendly neighborhood cat. They made sure I knew that when I moved and cancelled that the equipment was mine and I could use it at another address if I wanted to. Only drawback was the 30 day written (email) notice, so I'll have to pay one more month.
Love the flexibility of the system, the responsiveness of the agents, and the short contract period flexibility (1 yr). Others have mentioned they've had issues with the renewal process so keep an eye out for that. AREAS FOR IMPROVEMENT Some of the user guides are *too* simplistic. There are a number of things that an agent walks you through, but it would be more effective to have these written down somewhere as a reference. For example, on your activation call, the agent kindly walks you through how to arm, disarm, extend time, etc. But there are a number of things explained on the call that would have been nice to have written down somewhere like toggling a "black bell" for chimes when doors/windows open. That is not written anywhere in the user guides, and is only explained over the phone. Also, the use of the "Silent" button to extend entry time. That is a bit counter-intuitive so it'd be helpful to have better instructions for things like this. There are likely lots of other features in the system that I don't know about yet because they're not essential now, but would be useful to know later. In other words, you *could* be getting more out of your control panel, but you just don't know. The equipment guides are so simplistic, and they refer you to their /help pages, but there isn't much more there aside from the guides, so it becomes sort of an infinite loop of referring you to the help page and the equipment guides...until you want to call them. FWIW, their CS reps have been helpful and friendly. SETUP LIMITATIONS The sensors are easy to install and the instructions are fairly clear. One key thing you might miss out on by going with FP is strategic advice on where to put sensors, motion detectors and cameras. I don't think FP tries to oversell you on getting more sensors, and they seem to offer this advice over the phone by talking through the layout of your house. For me, however, it's no substitute for having a live person walking through your home with you to provide advice on weak points and different strategy considerations. I didn't end up talking to them about this because I by the time I chose FP, I had already done in-person sales walkthroughs with both ADT and Bay Alarm. Both gave advice on strategy and maximizing efficiency, so by the time I spoke with FP, I knew exactly what I wanted and how I wanted to set things up. I suggest you do something similar if you have similar.
Frontpoint has me saying good things and bad things about them. I had their system for over 6 years but cancelled almost immediately after having troubles with my alarm system. I spent over $800 on the system and regret it instantly. However, they did save me from a potential burglary which the alarm was on and scared them away. That was a big thank you to Frontpoint. However, things are about to get annoying after 2 years into the contract. My equipment was having problems. I had the $42.99 plan which covered the Alarm.com app and crash and smash protection. However, into 2 years of the contract my door sensors regardless of how many replacements they would be horrible. The door sensor does not always give the right signal on the app. For example, I closed my door and it would still say open. This happens occasionally and won't go away. If I forget to arm my system, I would always use the app to arm it. However when I am far away from home, the sensor would say my door is still open but it has been closed. Forcing me to have to arm my system since I am far away and cannot go back to open and close my door to make sure the sensors detect it. What a nightmare. I'm super glad I didn't sign another 3 year contract. What was I thinking!? Some things I hated the most with this system: - 3 year contract; Not worth it! - $42.99 was my interactive plan that included the Alarm.com app and the "crash and smash" protection. Why didn't Frontpoint include that in the $32.99 plan? I had to pay extra just to get that "crash and smash" protection. Not worth it! (They did offer to lower my rate. However, I don't want to deal with them anymore for the door sensor) - The door sensors always have problems on the app resulting the app to keep saying that my door is "open" resulting a bypass when I arm away the system making me vulnerable to burglaries. Especially when I'm far away from home and forgot to arm the system. Pros: - Saved me from one attempted burglary In conclusion, they weren't the best especially when it comes to the equipment. Their account specialist kept telling me to not cancel and kept annoying me to stay with their service. However, after hours on the phone I am happy that I cancelled Frontpoint and went to their competitor; Simplisafe. They are truly the best system out there especially with their new Simplisafe 3 System. Same functions such as "crash and smash" protection and now their signals are encrypted to make it even better and safer. Includes WiFi protection as backup and runs on either T-Mobile or Verizon. My Simplisafe system arrived today and couldn't be more happier. This is definitely debatable with Frontpoint and is less expensive and a much friendlier system! I have the Simplisafe interactive plan for $24.99 which is cheaper than Frontpoint by half! So far, I'm loving my Simplisafe system and I'm super happy I made the right choice by leaving Frontpoint. I should have a long time ago! By the way.... no contracts on Simplisafe. That's what made it even better!
Docking these guys one star for having the temerity to charge me for a window decal (!), which should have been included for free at time of sign-up. Money grab, plain and simple.