Review Insights · App Store
Smart Home Manager
AT&T Services, Inc. · 441,405 ratings · ★ 4.8
4.8
★★★★★
441,405 ratings
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Top complaints - extracted from 44 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"work"
12 negative reviews mention this · 27% of all complaints
★★★★★ "Needs a fix. This app keeps on saying that my iPhone is offline. But all my other devices are working just fine. I have turned off and on my phone and re installed the app. No use. Needs an update to fix this issue because it has happened multiple times…" - 1Cely
2
"doesn"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Randomly deletes all settings. The app randomly deleted all of my saved settings including base settings like SSID and parental controls. Its excuse is that I should record my settings elsewhere. No other router I have ever used in my lifetime has ever lost all of its se…" - migitman2025
3
"help"
8 negative reviews mention this · 18% of all complaints
★★★★★ "Virtual assistant is silly. This app was good before they added thee stupid virtual assistant. Now if your WiFi goes out and you need to restart the app, your only option is to “get help troubleshooting” which opens the stupid virtual assistant chatbot. No option to v…" - Christian through buddy
4
"issue"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Needs a fix. This app keeps on saying that my iPhone is offline. But all my other devices are working just fine. I have turned off and on my phone and re installed the app. No use. Needs an update to fix this issue because it has happened multiple times…" - 1Cely
5
"service"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Costumer service have to be improved. I have been dealing with AT&T internet issues for almost a month, and the experience has been extremely stressful and exhausting. 1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue…" - Vmnushkina
6
"devices"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Needs a fix. This app keeps on saying that my iPhone is offline. But all my other devices are working just fine. I have turned off and on my phone and re installed the app. No use. Needs an update to fix this issue because it has happened multiple times…" - 1Cely
7
"internet"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Costumer service have to be improved. I have been dealing with AT&T internet issues for almost a month, and the experience has been extremely stressful and exhausting. 1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue…" - Vmnushkina
8
"wifi"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Doesn’t work. Doesn’t make sense that this doesn’t work. My computer shows it’s connected to my network and I have WiFi. Yet my router doesn’t connect and this app doesn’t connect. This is such bad business." - Mjmcdona
9
"support"
6 negative reviews mention this · 14% of all complaints
★★★★★ "Mostly useless. UPDATE: As requested by an App Store follow up from AT&T, I contacted a direct support email about this problem … and there has been no response from AT&T. Many features relating to the paid Active Armor Advanced service are not functiona…" - JoshuaJP96
10
"been"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Costumer service have to be improved. I have been dealing with AT&T internet issues for almost a month, and the experience has been extremely stressful and exhausting. 1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue…" - Vmnushkina
11
"connected"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Costumer service have to be improved. I have been dealing with AT&T internet issues for almost a month, and the experience has been extremely stressful and exhausting. 1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue…" - Vmnushkina
12
"router"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Randomly deletes all settings. The app randomly deleted all of my saved settings including base settings like SSID and parental controls. Its excuse is that I should record my settings elsewhere. No other router I have ever used in my lifetime has ever lost all of its se…" - migitman2025
📋 All 44 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Needs a fix
This app keeps on saying that my iPhone is offline. But all my other devices are working just fine. I have turned off and on my phone and re installed the app. No use. Needs an update to fix this issue because it has happened multiple times to me.
Costumer service have to be improved
I have been dealing with AT&T internet issues for almost a month, and the experience has been extremely stressful and exhausting.
1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue and provide real assistance.
2. I was without properly working internet for almost TWO WEEKS. I work online, so this directly affected my income.
3. When I explained that I was losing money because I work on the phone/internet, AT&T offered me only a $20 credit and said that was “the best they could do.”
4. After hours of waiting on the phone trying to reach a live representative, they finally sent me a replacement modem - and the new modem DOES NOT WORK.
5. My monthly bill suddenly increased from around $69 to almost $80-90 without any proper explanation. No representative could clearly explain why the price changed. They simply repeated, “that is the current price.”
6. Even while I had internet problems and service interruptions, I was still charged full price PLUS additional charges.
7. Now AT&T wants me to return the old modem, but the new modem they sent does not work, and I do not even know which modem is properly connected at this point.
8. To fix this situation, I now have to go through the same nightmare again: hours on the phone, repeating the same story to multiple representatives, and possibly waiting again for another technician visit.
This entire experience has cost me a huge amount of time, stress, energy, and money. Extremely disappointing customer service and communication.
1. I spoke with 4-5 different representatives, and only ONE of them was actually able to understand the issue and provide real assistance.
2. I was without properly working internet for almost TWO WEEKS. I work online, so this directly affected my income.
3. When I explained that I was losing money because I work on the phone/internet, AT&T offered me only a $20 credit and said that was “the best they could do.”
4. After hours of waiting on the phone trying to reach a live representative, they finally sent me a replacement modem - and the new modem DOES NOT WORK.
5. My monthly bill suddenly increased from around $69 to almost $80-90 without any proper explanation. No representative could clearly explain why the price changed. They simply repeated, “that is the current price.”
6. Even while I had internet problems and service interruptions, I was still charged full price PLUS additional charges.
7. Now AT&T wants me to return the old modem, but the new modem they sent does not work, and I do not even know which modem is properly connected at this point.
8. To fix this situation, I now have to go through the same nightmare again: hours on the phone, repeating the same story to multiple representatives, and possibly waiting again for another technician visit.
This entire experience has cost me a huge amount of time, stress, energy, and money. Extremely disappointing customer service and communication.
Randomly deletes all settings
The app randomly deleted all of my saved settings including base settings like SSID and parental controls. Its excuse is that I should record my settings elsewhere. No other router I have ever used in my lifetime has ever lost all of its settings just randomly without any explanation in only 6 months of use. I will be bypassing this router with another brand of router that doesn’t rely on this app or ATT with their ads
Doesn’t work
Doesn’t make sense that this doesn’t work. My computer shows it’s connected to my network and I have WiFi. Yet my router doesn’t connect and this app doesn’t connect. This is such bad business.
Virtual assistant is silly
This app was good before they added thee stupid virtual assistant. Now if your WiFi goes out and you need to restart the app, your only option is to “get help troubleshooting” which opens the stupid virtual assistant chatbot. No option to view your device and restart your device. Just force feeding AI foolishly down our throats.
Useless
What is the point of this app really. When there is a problem it basically tells you to reboot. Then when it doesn’t fix the issue it kind of shrugs its shoulders and gives up with no further direction. At least give me a phone number I can call for some human assistance since your virtual assistant is can’t help. But then again maybe the call overseas won’t help either. This is why AT&T has such a trash customer service rating.
Mostly useless
UPDATE: As requested by an App Store follow up from AT&T, I contacted a direct support email about this problem … and there has been no response from AT&T.
Many features relating to the paid Active Armor Advanced service are not functional. Settings don’t save, configuration options don’t load, etc. AT&T support essentially acknowledged this, and “put in a ticket” even though they are already aware many features don’t work.
Many features relating to the paid Active Armor Advanced service are not functional. Settings don’t save, configuration options don’t load, etc. AT&T support essentially acknowledged this, and “put in a ticket” even though they are already aware many features don’t work.
Horrible app
Horrible app
useless AI, useless techs who only say what AI scripts
Any time I have an outage the app insists I have internet until I connect with the help desk and then ✨suddenly✨ there’s been an outage in my area for the past hour!
Constant notifications internet issues are resolved when they aren’t, support bot will tell me everything is fine then immediately tell me it’s down then tell me it’s fine then tell me it’s down then did I want to block my computer from accessing the internet? And is my gateway connected?
The “human” support agents all have the exact same typos in the exact same messages and only use the same script the AI does so it’s like the seventh hell of playing telephone: I talk, google translates, ChatGPT answers, then a human says words they don’t understand to me! 10/10 excellent example of how corporate suits cut corners until the company is useless.
Constant notifications internet issues are resolved when they aren’t, support bot will tell me everything is fine then immediately tell me it’s down then tell me it’s fine then tell me it’s down then did I want to block my computer from accessing the internet? And is my gateway connected?
The “human” support agents all have the exact same typos in the exact same messages and only use the same script the AI does so it’s like the seventh hell of playing telephone: I talk, google translates, ChatGPT answers, then a human says words they don’t understand to me! 10/10 excellent example of how corporate suits cut corners until the company is useless.
Bad
Horrible service, horrible internet and even worse customer service. You put me on an internet that doesn’t work in this area.
Repairs not done
We have been trying to get some AT&T exposed wiring buried for a couple of weeks. Two different employees have come out , neither did the job. It’s been a blame game from them. I just want the wiring they installed buried. How hard can this be?
Poor quality
I’m not sure how this app could be any worse if I’m being honest. Placeholder values are shown with the JS Code brackets like amateurs. Has never once helped me with a problem. Constantly recommends things like checking that the cords are plugged in. I’d rather have a static physical piece of paper than this utter garbage.
Don’t use to diagnose issues
Our internet went down on Sunday and I used the app, as they direct you to, to diagnose the issue and it said I needed a new All-Fi Hub. Got the new one 3 days later and had the same issue. Went through the pain and time of calling in, only to find it’s not the hub so they’re sending a technician out now. Lesson learned. The app is worthless for diagnostics. Just go through the pain of calling, it will be faster. AT&T, please invest in live people that can actually help.
Awful support. Just ai.
If you try to do literally any type of trouble shooting on your own, you’re forced to use the ai assistant. If you ask for specific step because you’ve already did your own research, the ai will tell you that you must finish its troubleshooting first. I hate this so much I may legitimately switch to another provider.
Smart home is Junk
Every single day the tv shuts down while using smart home system. I wish I had hone with Verizon
Stopped Working
This app simply stopped working… sign in works fine, network and services are all good… but after that all functions simply return “sorry, we’re having trouble”… have tried deleting and reinstalling the app, no luck… junk!
Sucks
No support help! This app is a waste of
What the purpose of the profile
You create profile names for each device so you can id which is not yours… yet the ones connected with profiles still say unknown device including my iPhone. The app is not really helpful anymore.
This is terrible
It doesn’t recognize my account. The troubleshooting (can’t remember password) etc send you in infinite circles. Congress needs to split up ATT. They are too big and don’t care.
Doesn’t recognize new Air modem
App only recognizes my old modem. Tech support is no help. Tried everything for over two hours with and without tech support. True design flaw.
The apps useless
The app doesn’t work and the company doesn’t appear to eat more help me to get it to work. The motor is horrible. I don’t even get anyone what they state. I guess I’ll go back to T-Mobile.
Don’t let me sign in
I kept trying to sign in resetting both my id and password and it kept saying like try again later and I haven’t been logged in for 2 weeks still trying everyday
Cannot open most of the time
The most unreliable app I have ever tried to use!
Poor service
Smart home manager will not activate active armore and is allowing me to be compromised multiple times a day right now
Owner
Test
Terrible App!!
One of the big features for any such Modem/Router apps is to setup schedules for your kids. But that doesn’t work! Setup downtime and it immediately pauses those devices. The internet is rife with people facing this issue for years. They released an update in Dec 2024 purportedly fixing the issue but it still exists. What a disgrace that such a large corporation can’t implement such basic feature correctly.
Worked great and then didn’t
This worked great for over a year. No problems at all. In the last month it has stopped working correctly specifically when using a profile for a teen. We have one device on the teen profile. We set up a downtime schedule. At first it was Mon-Fri scheduled WiFi off at 10pm. That stopped working. AT&T said to start each day for downtime to start at 10pm and turn off at 11:59pm (except time options are increments of 15 minutes) so it was set for 11:45pm. Then have downtime start at 12am and then off at 7am. Here’s the issue, the WiFi is turning off at all different times. It won’t follow the schedule no matter how it is set up. At&t is of no help. Said try uninstalling the app and reinstalling. That still didn’t work.
Works good for 24hrs then I have to restart Gateway and erase and redownload App
Works great then out of nowhere it will not tell me the devices on router. And what devices are using what. Very FRUSTRATING!!!! Fix this please
App does not work for me
All of a sudden the app does not work for me and the only thing customer service tells me is to just used the browser version. Then what’s the point of the app then?
Can’t login
Can’t login
“Hmm, that user ID didn’t work”
“It's not you, it's us.
We can't complete your request right now,
please try again.”
Reset password forces some sort of merge accounts workflow, the merge accounts workflow requires a password. This makes an infinite loop UX.
Not an app, just various spam slop on a single page
“Hmm, that user ID didn’t work”
“It's not you, it's us.
We can't complete your request right now,
please try again.”
Reset password forces some sort of merge accounts workflow, the merge accounts workflow requires a password. This makes an infinite loop UX.
Not an app, just various spam slop on a single page
Please fix this…………..
This app never works. Just says (looks like we’re having a problem)……………
HORRIBLE
After signing in a few years ago, it now refuses to let me and my daughter in and won’t use any of my Gmail and passwords, so now I can’t find my WiFi password
Horrible
It’s frustrating to use. Buttons disappear along with profiles.
Absolute trash
Garbage app that has almost no utility. Takes forever to get to a person for support. The AI chat never, ever resolves the issue.
Worthless
This was the single, most difficult, app to install and sign in to that I have ever used in my life. AT&T has a whole group of people to design an app and if this is the best they can do they should all be fired!
Trash
Literally nothing works. Half the tab just take you to blank white pages. Cant control your wifi as they claim. Just terrible
More parental controls
This app doesn’t allow you to set usage limits only downtime. I just switched to AT&T and was told this service was available and it’s not. The family app doesn’t let you control any devices accept tablets/mobile phones and it’s an additional subscription. I think AT&T can do better if Xfinity offered these controls. As a parent, I do not want yo have to manage a million sites or keep track of multiple kids’ usage. Takes the guess work out of it for me and my kids when it just shuts off.
Inconsistency is Key
The highest and best use of this app is the ability to control the days and times that devices are able to connect or not to the Internet. The work arounds that beat this feature are elementary and were either never tested, or they think our children are technologically way dumber than they are.
Okay
The app is great when it works properly. Most of the time it freezes and is glitchy. I want to block YouTube at the router but would have to pay for an upgrade to be able to do that. Not satisfied.
Lacking
You SHOULD have full access to your ONT through the app,also when the app states that a new device has connected, it would be great if we copy and paste the mac address. Also anytime a device that was already connected, if it connects again the next day it days a new device has connected. When a new device has connected and you try to see what it was it wont always show you
2.4 GHz
Could not find in app how to get 2.4 devices to connect to this WiFi
Worked great for a while, now I cannot sign in.
I get the following error message:
“Unable to sign in. We are experiencing a temporary system error. Please try again later.”
“Unable to sign in. We are experiencing a temporary system error. Please try again later.”
Hmm, something’s wrong
Yes, something is wrong…with this app! I can’t sign in on my phone because it says, that user ID didn’t work or Hmm, that didn’t go as planned! And yet when I get my laptops out, my ID DOES work. I’ve tried to update my billing address on my laptop (since I can’t do anything with the app). I enter my new address, it shows me a “better” option for my address, I click on that, and surprise, “unable to save your data.” I’m telling you, this nonsense makes me just want to change over to Spectrum and say a final goodbye to AT&T.
Takes Forever
When I open the app to make a change ie turn a connection on or off, it takes forever to cycle through back to the main page.
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)