BT Smart Controls app: End of service information

[Jwatty]

Thank you for this. There is no mention of any redress or compensation for customers. 🤬

[Jb111]

No, and I can’t see any acknowledgement anywhere beyond the email and the webpage. 

I have taken up with the retailer I bought the monitor from and they’ve washed their hands of it unsurprisingly saying the issue lies with BT removing functionality. I’ve emailed a complaint but I’ve yet to receive an acknowledgment or response. 

[imjolly]

post already on forum from BT  https://community.bt.com/t5/BT-Devices/BT-Smart-Controls-service-is-changing/m-p/2438292

[TimGriff6]

That link above just brings me back here.  Am I missing something?

[James-B]

Hi,

Thanks for all of your comments and questions.

We understand this may be disappointing news. We made this change so we can focus on what our customers rely on us for most, delivering reliable, high-quality broadband and connectivity services across the UK. We stopped supplying baby monitor/Home Cam products over two years ago and as such cannot support the technological updates required to maintain a secure and reliable service. If you’ve been impacted by this change and would like to discuss it with a member of our team, please get in touch.

James

[imjolly]

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@TimGriff6wrote:

That link above just brings me back here.  Am I missing something?

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the forum link is to a post on the forum advising the changes posted by the forum manager who is a BT employee and you were looking for information posted about BT Smart Controls apart BT website

[Emma1991]

I have been on the phone to BT customer service today. Customer service could not log me a formal complaints into their escalations process because I am not a customer (ie. Not a broadband or mobile customer). So just got told to ring the product team. The product team said to try speak to the shop I bought it at. Which was Argos in 2022. They aren’t going to give me a refund! 

I have this email, suggest everyone writes a formal email complaint, the more who complain and demand compensation the better, this isn’t acceptable. I have 2 monitors which will be useless in September. 

Email: smartcontrols@bt.com 

Then everyone needs to complain to the ombudsman if BT do not offer any compensation or solution. 

Most of us will have paid full price which was £169 

[Jb111]

Thanks for this. I’ve just sent an email to the address you provided. 

It’s galling as I specifically didn’t buy a cheap monitor because I wanted one that I could rely on lasting as long as I needed and part of that was being sure the smart element would remain supported. It’s completely unacceptable of BT 

[zerobananawhippy]

@James-B  - I've been through that contact page in order to get in touch - but it doesn't appear that there are any obvious routes to get in touch regarding this specific issue.

Given that it is likely that all of the people who are on this 'thread' will have the same issue (regarding adequate refund/compensation from this purposeful degradation of service) does it really make more sense to have hundreds of similar e-mails / contacts?

I believe it is very likely that BT will be required to refund customers if they go ahead with this degradation of service.

The premium charged for the monitors over and above others was due to this functionality that is now being removed, it is not good enough to simply walk away from that.

[zerobananawhippy]

Could someone please direct me to the correct method to contact someone who can help here?