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BT Smart Controls service is changing

James-B — Tue, 15 Jul 2025 15:47:20 GMT

On 15th September 2025 the BT Smart Controls app will be discontinued meaning users of the Smart Baby Monitor 5 inch or 2.8 inch and BT Smart Home Cam will no longer be able to view a live stream using the mobile app.

Will my Smart Baby Monitor still work at Home?

Yes, you can continue to use your Smart Baby Monitor via the parent unit in-home after this time, but the mobile app will no longer work.

Will my Smart Home Cam still work?

No, Smart Home Cam will not function without the App.

What will happen to my user account? Do I need to do anything?

You don't need to do anything to delete your account, we'll be removing all of your account data from our systems. The Apple and Android versions of App will cease to exist from 15th September 2025.

Can I back up my data recorded through my baby monitor?

The application stores images and videos captured by the application, these are accessible through the Gallery section within the app.

Once the service is no longer available, you may not be able to access your content captured through the application. To ensure you retain any media you’d like to keep you can use the "Share" option available in the Photo and Video sections of the Gallery to back up your files.

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 dispose 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.

BT Smart Controls app: End of service information

tommyperkins84 — Tue, 15 Jul 2025 14:21:32 GMT

Nice update from BT making my devices obsolete. 😡

BT Smart Controls app: End of service information | Security | BT Help | BT Help

BT smart cam email received ending support

teakbank12 — Tue, 15 Jul 2025 14:49:32 GMT

Just received an email informing the app for the BT home smart cam

Last time they informed of old camera ending support was in 2020.

We were offered a discounted new model.

Anyone watch use the WiFi webcam?

Dave

Re: BT smart cam email received ending support

lnajr02 — Tue, 15 Jul 2025 15:15:53 GMT

Just received the same app closing September 2925 and cameras will no longer work. Is it the case that any BT product only lasts 4 to 5 years. No help desk email to contact to see what replacement they can offer?

Re: BT smart cam email received ending support

lnajr02 — Tue, 15 Jul 2025 15:17:09 GMT

2025

Re: BT Smart Controls app: End of service information

Jwatty — Tue, 15 Jul 2025 15:30:48 GMT

I have just been told by the BT customer call centre that the email may be fraudulent? I am not sure what to believe?

I use 3 cameras currently, if BT are stopping the service what recompense or compensation is being offered.

BT Smart Controls app will cease operation from 15 September 2025

Ultraviolet13 — Tue, 15 Jul 2025 15:41:13 GMT

So, less than 5 years after charging customers to update their original BT Home Cam 100 cameras, albeit at a discounted price, those newer devices are being rendered unusable due to the BT Smart Controls app ceasing operation as of 15 September 2025.

Your BT Smart Controls service is changing
"
You're receiving this email because you're registered to the BT Smart Controls service used with Smart Video Baby Monitors and the BT Smart Home Cam. This is an important communication that will affect these products you bought from BT.

Please be informed that the BT Smart Controls app will cease operation from 15 September 2025.

Will my Smart Video Baby Monitor still work in the home?
Yes, you can continue to use your Smart Video Baby Monitor via the handheld monitor in-home after this time, but the app will no longer work.

Will my Smart Home Cam still work?
No, your Smart Home Cam will not function without the app.

How can I find out more
Please refer to our FAQs here

Make sure you don’t lose any of your videos or photos — just tap the "Share" option in the App Gallery to back them up.

If you no longer need your device, further information on recycling is available here
"

Note: Whilst BT will recycle your old cameras, they expect you to pay the shipping costs to return the items to them.

Re: BT Smart Controls app: End of service information

Ultraviolet13 — Tue, 15 Jul 2025 15:54:01 GMT

I have just been told by the BT customer call centre that the email may be fraudulent?

Good to see they've got the latest information 😅 the left hand doesn't know what the right hand is doing.

The email saying the Smart Control app appears genuine. Your cameras will become useless as of 15th September.

No compensation is mentioned nor discounted replacements offered - not even a money-off voucher for the purchase of new cameras from another brand.

Quality service as always

Re: BT Smart Controls app: End of service information

Jwatty — Tue, 15 Jul 2025 16:07:24 GMT

I have looked at the email again, and I have used the links within it successfully. It probably is genuine, and I cannot believe how poorly BT treat their users and customers. There is no mitigation, or mention of any redress or means to alleviate the problem. A blanket announcement to stop the service and that’s it!

Re: BT Smart Controls service is changing

Reb1 — Tue, 15 Jul 2025 16:15:08 GMT

@James-B what will be offered to current users by means of compensation? My handheld monitor broke early on and I have always relied on the app to use my camera. It was the primary reason I purchased the device. Very poor of BT to treat customers in this way.

Re: BT Smart Controls service is changing

thomas1987 — Tue, 15 Jul 2025 17:21:31 GMT

So now you have decided to make the product we paid money for useless are you going to refund us that money back?

Re: BT Smart Controls service is changing

Blgibby — Tue, 15 Jul 2025 19:27:55 GMT

I can’t find any way to contact BT about this? Surely there should be some compensation or another model offered, when they’re making a major part of the system useless! I bought this one specifically because it has an app!

Re: BT Smart Controls service is changing

zerobananawhippy — Tue, 15 Jul 2025 19:37:23 GMT

Where is the form / contact details for seeking a full refund?

This is bait-and-switch, the primary reason why we bought the BT baby cam specifically was that this functionality meant we had multiple monitors and were able to monitor from outside the home.

Removing this functionality materially impacts the usefulness of the product, surely a full refund is in order?

Re: BT Smart Controls service is changing

Jb111 — Tue, 15 Jul 2025 20:44:59 GMT

I have already been directed to BT by Amazon who say the app functionality is nothing to do with them

Re: BT Smart Controls service is changing

nickcmaynard — Wed, 16 Jul 2025 10:03:11 GMT

I am shocked that BT are behaving in this way - this is the sort of behaviour I might expect from low-quality e-waste manufacturers, not a storied business like BT.

Similarly to others, the only reason I chose 2x(!) BT Smart Video Baby Monitor (with 5-inch screen) was because I would have remote app-enabled access outside the home, and app-enabled access around the home where the normal radio range does not reach.

The significant extra cost of these monitors was justified by the app-enabled capability.

Though BT have provided no reason but their corporate whim, this will be about money. AES-128 encryption, which the devices use for communication, is expected to be secure against all but state-level quantum-equipped actors for the foreseeable future. So there cannot be a security reason that cannot be fixed by BT.

At the very least, a free, postage-paid recycling facility, and significantly discounted upgrade programme should be provided.

Otherwise, I am interested in what legal redress we have against this.

Re: BT Smart Controls service is changing

TimGriff6 — Wed, 16 Jul 2025 10:49:54 GMT

The answer is to leave BT and find another company to deal with for all of your telecomms. It will be cheaper and more efficient. Once Smartcontrols is turned off, dump any equipment you don't want on the counter of your nearest EE shop and tell them loudly why you are leaving BT/EE

Re: BT Smart Controls app: End of service information

Eftuk1 — Wed, 16 Jul 2025 15:34:48 GMT

Customer service told me today that it is a Phishing scam and to forward it to phishing@bt.com

So no worries 😂

Re: BT Smart Controls app: End of service information

Jwatty — Thu, 17 Jul 2025 09:43:13 GMT

Can anyone establish whether this communication from BT is verifiable, and the email is officially from BT and the action described, the withdrawal of the app to their customers, is actually occurring on the said date.

The BT Customer call centre seem unaware of this directive? Customers need to know the Company’s official position on this email, including a statement on redress in absolute terms, so customers are aware of the actual and real position, so affected Customers can take appropriate action.

I have similarly been told the email is erroneous and can be ignored. Which is it?

Re: BT Smart Controls app: End of service information

Jb111 — Thu, 17 Jul 2025 09:45:28 GMT

there is a dedicated page on the BT website, so I’m inclined to think it is real: https://www.bt.com/help/user-guides/security-products/home-security-products/bt-smart-controls-app-end-of-service-information

Re: BT Smart Controls app: End of service information

Eftuk1 — Thu, 17 Jul 2025 09:54:17 GMT

I’m new to this forum and not sure if anyone with authority can see this.

I’m hoping there will be an official response soon!