BT Smart Controls service is changing

[thomas1987]

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

[Blgibby]

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! 

[zerobananawhippy]

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?

[Jb111]

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

[nickcmaynard]

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.

[TimGriff6]

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

[Eftuk1]

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

So no worries 😂

[Jwatty]

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?

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[Jb111]

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-e...

[Eftuk1]

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!