Smart Home Cam - Troubleshooting

My app or camera isn't working and I'm getting error messages.

This can happen if there's scheduled maintenance on our service. You may also see this issue if we've an unplanned server outage or problem.

Why does live view sometimes seem delayed behind actual events?

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

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

First check that your camera is showing its status as online. If it’s showing Offline, try restarting your camera.

Also check that your home Wi-fi connection is working as expected. You may need to restart your home router or contact your home broadband provider.

Make sure that your mobile device is online and other services are working.

If you're using a public Wi-fi hotspot, the connection may not be fast enough, especially if there are multiple users using the same hotspot. This can cause buffering or loading issues when trying to connect to your camera.

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

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 Smart 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 Smart Home Cam through a window or through glass?

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

It's also recommended that you set to "Motion Detection" rather than "PIR Motion Detection" as the PIR sensor won't work through glass.

How do I mount the Smart Home Cam on the wall?

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

  1. Select appropriate screws for your wall. Make sure the screws fit through the holes on the bottom of your camera.


  2. Drill holes to the same depth as the wall plugs and insert suitable wall plugs for the type of wall. Screw in the screws, through the base of your camera.


  3. Mount the camera base to the screws.

To avoid interference, don't place the Smart 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 BT Smart Controls App?

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

The Smart Home Cam will only work with the BT Smart Controls App and Web portal.

You can't add other brand devices to use the BT Smart Controls App.

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

No, the BT Smart Home Cam is only compatible with the Smart Home Cam devices.

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

Can the Smart Home Cam work on a Wi-fi Extender or access point?

Yes, please select the required network device during the set-up process.

The camera supports 2.4 GHz and dual-band Wi-Fi devices and extenders. If you have a 5 GHz Wi-fi access point it won't be detected.

Can I set my Smart Home Cam up while on BT FON, BT 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 or any other open network, which isn't secured with a passcode.

How do I clean the Smart Home Cam?

You can clean the Smart Home Cam using a soft dry cloth (or a microfiber cloth for the lens). Don't use abrasive or chemical liquids.

Is the camera suitable for installation outside the home, for example; in sheds, garages and non-dry environments?

The camera can be installed anywhere 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's not water resistant. So avoid areas of high moisture. Installing it outdoors or in most garden sheds would be unsuitable.

How do I update my Smart Home Cam firmware?

Your camera will automatically stay up to date with the latest firmware.

However, to manually update:

  1. Log in to the BT Smart Controls app
  2. Tap Settings icon next to your camera
  3. Tap Details
  4. Tap Firmware Version

You'll get a message if a new firmware version is available.

The lights on your camera will flash while the firmware is updating, it may take five to ten minutes for the camera to update. Please make sure that you don't unplug to switch off your camera during this process.

I'm trying to log in with an existing account, but it won’t accept my details?

Please note that if you're a new BT Smart Controls user, you'll need to create a new account. This account isn't linked to any of your existing BT services, so you can’t use those details to log in.

I'm having problems accessing the live video when I'm outside of my home

If you are using a 3G or 4G mobile data connection, you may see some connection issues if the connection speed is slow. You can try changing the video quality setting to see if that helps.

  1. Log in to the BT Smart Controls app
  2. Tap Settings icon next to your camera
  3. Tap Settings
  4. Tap Video Quality and change this to "Low"

I'm not getting motion detection notifications on my mobile device

If you are not getting notifications even though you have these turned "ON", please check the following:

  1. Have you set a motion detection schedule to "ON". This restricts notifications to certain times of the day
  2. Do you have a junk or memory cleaning app installed on your device? Particularly for Android users, these types of apps run in the background and often block notifications. Please try uninstalling or disabling this and check if that fixes the problem.
  3. Try uninstalling and re-installing the BT Smart Controls app to see if that fixes the issue

I hear an error code when setting up my camera, what does this mean?

This means that there’s been an issuing trying to link your camera to your wi-fi network. The following steps may help:

  1. Try the set up again and make sure that you are within one to two metres of the camera when in set up mode
  2. Check that your home wi-fi password is entered correctly
  3. Make sure you have a good wi-fi signal. You may want to try moving the camera closer to your broadband router until set up is complete. You can then move the camera to its final place afterwards
  4. Check that your internet connection is working as expected. If not try restarting your broadband router

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