Why is my camera service stopping?
We've decided to stop the BT Home Cam 100 service in January 2020 as the camera uses old technology which can no longer be supported. This means you'll no longer be able to view a live stream using the web or mobile app.
Is there an alternative camera I can use?
Yes, you can switch over to our Smart Home Cam. As an existing customer, we'd like to offer you the opportunity to replace your old camera with the new one for £20 (usually £59.99).
How do I order my new camera?
Go to the BT Shop website and enter your unique reference number at the checkout to get your discount. You'll find this in the email we sent you and it'll look like this; BTCAMxxxxxxxxxx.
The code is just for you and can only be used to redeem one camera. If you have more than one Home Cam 100, please call our helpdesk on 0808 100 0255 or email firstname.lastname@example.org to find out about getting extra codes.
I haven't received an email?
If you haven't received an email yet, don't worry, as they'll be sent over the coming weeks. If you haven't received one by the end of October 2019, please get in touch with us on 0808 100 0255 or email email@example.com.
What are the features of the Smart Home Cam?
The Smart Home Cam comes with a new app, advanced motion detection and HD night vision. It captures each motion activity and saves a snapshopt onto our free cloud service for 30 days, so you can go back and access historic events.
What will happen to my user account? Do I need to do anything?
You don't need to do anything. We'll be clearing all of your account data from our systems. If you're a premium service user, please see below for how to back up your data.
How do I recycle my equipment?
You shouldn't throw your equipment into your normal rubbish as this product may contain substances that could be harmful to people or the environment if it's not recycled correctly. You can send us your old kit and we'll get rid of it in an environmentally friendly way.
Here's the address: WEEE Take Back Scheme, BT Returns, BT DF, Darlington Road, Northallerton, DL6 7ZY. The website address is bt.com/weee.
We're not responsible for the cost of returning items. If you don't wish to return kit to us, lots of electronics shops have their own 'take back' schemes where you can recycle very small electrical and electronic goods. If you're a household user, you can also take it to your local recycling centre - go to recyclenow.com to find the one nearest to you.
What are the key dates?
- You'll no longer be able to use premium services from 30 September 2019
- You can continue to use your camera as normal until 31 January 2020
Can I back up my data?
If you've subscribed to premium services, you can log in online as usual and save any clips. Clips are only stored online for 14 days.
Why am I seeing a 'Service Error' message when creating a new account?
You may see this message if you're attempting to create a brand new user account. If you want to continue using the camera until 31 January 2020 then you'll need to log in using an existing account. If you can't remember your details, please follow the password reset process.
I've received details of switching over to the new Smart Camera, but I own more than one Home Cam 100 camera?
Please get in touch with our helpdesk on 0808 100 0255. Please have the serial numbers of your cameras to hand when you contact us.