BT Smart Home Cam 100 - Troubleshooting


Why can’t I open the Home Cam app after updating to the latest app version 1.0.14?

Some iOS (Apple) users will have issues opening the app after updating the app on top of a previously installed version. Deleting and reinstalling the app from the app store should fix the issue. The camera won't need to be set up again.

If the problem continues, please contact the help desk on 0808 100 0255.

Why does live view sometimes seem to lag behind actual events?

The lag is dependent on the bandwidth of the network connection. You’ll get lower lag when your device is using the same network as the camera. You might experience more lag when using 3G/4G mobile networks than when connecting from your network at home.

Why can’t I access my Home Cam when I’m out of the home?

First check that you set up the camera properly and you're able to access it from home when using the same network as the camera.

If you're having trouble streaming video when away from your Home Cam, try lowering your video quality settings.

Video streaming is affected by the bandwidth of the network your mobile device is connected to. Make sure that your mobile device is online and other services are working.

My live video streaming is pixelating, what is the problem?

Try lowering your video streaming quality. To find out how to do this, click here.

Video streaming is affected by the bandwidth of the network your mobile device is connected to.

The streaming quality can be also influenced by the bandwidth available on your home network where the Home Cam is connected, especially upstream bandwidth.

Does the Home Cam traffic count towards my broadband usage limit?

Yes, it will use it as it's not excluded from any quota with your internet provider.

Can I use the Home Cam through a window or through glass?

Yes, it will work in daylight, but it won’t be suitable at night.

During the night you need to turn off the night vision with the infrared lights, to learn more on how to control the night vision, click here.

How do I mount the Home Cam on the wall?

To properly mount the Home Cam on the wall, follow these steps:

  1. Drill holes to the same depth as the wall plugs and insert suitable wall plugs for the type of wall. Screw in the screws, leaving them protruding around 8mm or enough to attach the base of the camera securely
  2. Mount the camera base to the screws. Adjustment of the screw heights may be necessary to ensure the camera is mounted securely

To avoid interference, don't place the Home Cam close to your router or other electrical equipment.

Always check there are no wires, pipes or obstructions in the wall where you intend to fix the screws.

Can I use other brands’ devices on the Home Cam App?

No, the BT Home Cam App is designed to work with the BT Home Cam devices only.

The Home Cam will only work with the BT Home Cam App and web portal.

You're not able to add other brand devices to use the BT Home Cam App.

Is the BT Home Cam and App compatible with any other CCTV systems?

No, the Home Cam App is only compatible with the Home Cam devices.

Compatibility and functions with other CCTV systems is not tested and not recommended. It might lead to issues with the devices.

Can I switch the camera off or configure times when it switches on or off?

Due to security reasons there is no on or off feature on the camera, it remains on as long as it is powered and there is no scheduling available.

Can the Home Cam work on a Wi-Fi Extender?

Yes, please select the required network device during the setup process.

The camera supports 2.4 GHz and dual-band Wi-Fi devices and extenders.

Can I set my Home Cam up while on BT FON, Openzone or BT Wi-Fi public networks?

No, the BT Home Cam won’t work on the BT FON, BT Openzone or BT Wi-Fi network as it's not able to provide the login credentials for those networks and won’t be able to get access.

How should I clean the Home Cam?

You can clean the Home Cam using a soft dry cloth. Do not use abrasive or chemical liquids.

Is the camera suitable for installation outside the home, e.g. in sheds, garages and non-dry environments?

The camera can be installed anywhere which is dry and not subject to extreme temperatures. The operating temperature is 0 to 40 degrees C (32 to 104 degrees F).

You must keep the Home Cam dry as it is not water resistant. Outdoor installation or most garden sheds would therefore be unsuitable.

How do I update my Home Cam firmware?

The firmware can be upgraded via the BT Home Cam App:

  1. Log in to the BT Home Cam App
  2. Tap the 'My Camera' menu
  3. If a new firmware upgrade is available the usual 'Camera Settings' icon next to your camera will change to a downward arrow with the word 'Update'
  4. Tap on this new icon
  5. You'll see at the top of the camera settings page what the new firmware version is and there will be a button to tap to initiate the upgrade
  6. Tap the upgrade button, the upgrade time will depend on your broadband connection
  7. The App will indicate when the upgrade is complete with a new text under the camera name
  8. If the upgrade requires a camera reboot it will be done automatically

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