BT Smart Controls FAQs - Troubleshooting

I can’t find the BT Smart Controls voice app for my Google Voice Assistant?

Please follow the steps below:

1. Install the Google Assistant app for iOS or Android
2. Open the app then say "Hey Google, talk to Smart Monitor"
3. It will then ask you to link your account.  Just say "Yes"
4. Log in with your BT Smart Controls account

To get started, try saying "Hey Google, talk to Smart Monitor".

I can’t find the BT Smart Controls voice app for my Alexa Assistant device?

Please follow the steps below:

1.  Install the Alexa app for iOS or Android
2.  Open the app and navigate to Skills 
3.  Search for BT Smart Controls 
4.  It will then ask you to link your account
5.  Log in with your BT Smart Controls account

 To get started, try saying "Alexa, talk to Smart Controls"

What voice commands can I use on my Alexa or Google Home device?

If you are an Amazon Alexa user you’ll need to say:

• Alexa, ask Smart Controls to play a lullaby
• Alexa, ask Smart Controls to turn motion detection ON/OFF
• Alexa, ask Smart Controls to tell me the temperature (Smart Baby Monitor only)
  
  

For Google please use:

• Hey Google, ask Smart Monitor to play a lullaby
• Hey Google, ask Smart Monitor to turn motion detection ON/OFF
• Hey Google, ask Smart Monitor to tell me the temperature 

Please note that we do not currently support video streaming on our smart devices. 

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 an unplanned server outage or problem occurs.

If this issue persists, please get in touch with our helpdesk. 

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 camera when I’m out of the home?

First, check that your camera is showing its status as online. If it’s showing offline, there may be an issue with your home wi-fi connection. You can try to resolve this by restarting your home router or contact your home broadband provider.

If you are using a 3G, 4G or 5G 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.

In the BT Smart Controls App:

1.  Log in to the BT Smart Controls App
2.  Tap the Settings icon next to your camera
3.  Tap Settings
4.  Scroll down to Video Bit Rate
5.  Change to Low, Fair, or Good

Please also ensure that your mobile device has granted the app permission to use mobile data. This is usually found in your mobile settings.

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 camera is connected, especially upstream bandwidth.

Does the camera 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 camera through a window or through glass?

Yes, it will work in daylight, but it may not be suitable for night-time if you hope to use Night Vision. The infrared LEDs that allow Night Vision are reflected in the glass and will not allow you to see outside. 

It is recommended you switch Night Vision off and use in a well-lit area. We also recommend that you set to “Motion Detection” rather than "PIR Motion detection" as the PIR sensor won't work through glass.

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 devices only.

BT cameras 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 camera and App compatible with any other CCTV systems?

No, the Smart Home Cam and the BT Smart Video Baby Monitors are only compatible with the BT Smart Control application. BT has not tested compatibility or functionality with any CCTV systems, therefore it is not recommended. The BT Smart Controls app is only compatible with the BT Smart Home Cam and BT Smart Video Baby Monitors. 

Can the camera 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 camera up while on BT FON, BT Openzone or BT Wi-fi public networks?

No, the camera 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.

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

The BT Smart Home Cam & BT Smart Video Baby Monitors 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). Neither of these products are water resistant, as such we recommend that these products are only installed indoors.

How do I update my camera 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 the Settings icon next to your camera
3. Tap Details
4. Under Firmware Upgrade tap 'Check Update'

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

The application will let you know when the firmware update is installing, and if you have a BT Smart Home Cam, the LEDs will flash to indicate this is happening. It may take up to 10 minutes for the update to complete - please make sure that you don't unplug 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. You can request a password reset using your email address via the log-in page of the BT Smart Controls app.

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:

• Have you set a motion detection schedule to "ON"? This restricts notifications to certain times of the day

• 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.
• 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

If the application is displaying a list of error codes, please listen out for the audible notification from the camera device; this will tell you the error code you will need to investigate. 

I cannot see temperatures from my baby monitor on the BT Smart Controls application

Please try logging out and back into the application; this issue typically occurs if you have recently updated the application and it needs to clear its cache. 

If this doesn't resolve the issue, please uninstall and re-install the camera.

I cannot access camera settings on the BT Smart Controls application

Please try logging out and back into the application; this issue typically occurs if you have recently updated the application and it needs to clear its cache. 

If you are performing a first time installation, it may be that the camera is updating - please allow for 10 minutes for the update to complete.

I cannot pan my baby monitor using the BT Smart Controls application 

Please try logging out and back into the application; this issue typically occurs if you have recently updated the application and it needs to clear its cache. 

If this doesn't resolve the issue, please uninstall and re-install the camera.

I cannot play melodies on my camera using the BT Smart Controls application 

Please ensure the volume of the built-in speaker has been adjusted to an audible level - you can do this via the camera settings. 

If your issue is related to a Smart Video Baby Monitor, please ensure you are able to play melodies via the bundled monitor screen. If you aren't able to do this, there may be an issue with the device and you will need to contact our helpdesk. 

If you are able to play melodies from the bundled monitor screen, please try logging out of the application and logging back in. 

If you are still experiencing this issue, please get in touch with our helpdesk. 

The application is not displaying correctly on my iPad or Android tablet

The BT Smart Controls application has been built primarily for mobile phone devices and will typically be scaled for tablet use. This means there may be some display issues. 

If the application isn't useable on your tablet device, please get in touch with our helpdesk to report the issue and we will look into this. 

Can I download this application for use outside of the UK & Ireland? 

The Smart Controls application is only available on the app stores for these two territories. This is because the product warranty is only valid for use within them. 

The application and services will work if you decide to download the application for use outside of the UK & Ireland, but if you encounter a hardware failure, BT will not be able to dispatch replacement items to you.