Help and support

Get help for your O2 Smart Home

O2 Smart Home helps you manage your home, even when you’re away. You can put in a range of devices and control them using an app on your phone or tablet. You could switch off the heating if you know you’ll be home late. You could use cameras to keep an eye on the comings and goings. With O2 Smart Home you can protect your property, warm your home and save some money.

O2 Smart Home is available to everyone, even if you’re not an O2 mobile customer. As it’s still new, it might not have reached your area yet. But don’t panic, we’ll be rolling out to more areas soon.

Check availability in your area


General help

Yes, every hub includes a SIM so it can connect to the mobile network as well as the home broadband. If the home broadband stops working, the mobile data connection will take over and keep things running. Your cameras will still record but live camera streaming won't be available on the app.

This also means text notifications can be sent straight from the hub to each phone handset tied to the account, and the cost of this connection is included in the monthly cost for O2 Smart Home.

If you’ve already got O2 Smart Home, you can sign in to manage your account. This is where you’ll find all your billing and account information. This will be separate to your mobile account, if you also have a phone contract with us.

To change the master email address on your account, or for any other account queries, give us a call on 0344 499 0202.

Yes, though only devices bought from us will work with O2 Smart Home.

If you’d like to buy more devices, take a look at the range, and give us a call on 03444 499 0202 to order as you won’t be able to buy additional devices individually online. You’ll pay for your new devices upfront, so there won’t be any changes to your monthly bill. If the device needs to be professionally installed, you might need to pay a set up charge.

If you want to talk to us about O2 Smart Home, give us a call on 0344 499 0202 (Mon-Sat / 8am-7pm*). For O2 mobile customers, calls to this number are included in your bundle. Calls from abroad will be charged at a standard UK rate. Call charges from other networks may apply.

You can also come and speak to our O2 Smart Home advisors at the following O2 Stores: Balham; Epsom; Kingston Bentalls Centre; Uxbridge; Watford

*Bank Holiday opening times may vary.

If you're moving home, then it will depend on the type of devices you have installed and where you're moving to. The best thing to do will be to speak to customer services about your move. Give us a call on 0344 499 0202, and we can let you know the next steps.

Our Smart O2 Home installers will be able to help you decide where to set up your devices, and can recommend where to put them to make the most of their features. Before your installation day, have a think about the sort of things that you'd like to be able to do, like having a smart plug in the socket that you'd usually do your ironing if you're always worried about leaving it on. Or you might want a camera pointing at your front door so you can see who’s coming and going when you're not there. Your installer will also need space to unpack everything and set it up, so if you have a table or room that would be good for this, make sure there’s space to work in.

The installation itself should take between 3-4 hours, depending on the types of devices you've ordered and where you want to put them in your home. Our installers will also show you how to use everything while they're there, and make sure it's all up and running before they leave.

You can show your installer around your home and point out where you'd like things to go. If they need to drill any holes or stick anything down they’ll let you know. Once everything’s ready, your installer will take you through any final steps to set up your account, show you how to use your devices and how to set up programs.

We've started selling and installing O2 Smart Home in a small area first, but will expand this in a similar way to the 4G network rollout. Keep an eye on the O2 Smart Home website for further announcements on our rollout.

No, engineer visits to repair or replace faulty equipment are free under your 24 month warranty.

The O2 Smart Home hub connects to your router but creates its own secure wireless networks that are not visible on your home network to communicate with the connected O2 Smart Home devices. These use different secure technologies depending on the device.

If you have O2 Smart Home cameras these will communicate via the O2 Smart Home Hubs secure Wi-Fi network using 128bit encryption. These unique keys are auto generated at the time of installation and shared only between your Hub and your cameras ensuring that only you or your nominated user accounts can access your video images.

If you’re over 18 and live in our installation region, you can get O2 Smart Home - whatever mobile network you’re on. You’ll need broadband and permission to place the equipment in the home.

No. O2 Smart Home will work with any broadband supplier.

You will qualify for a loyalty discount and your monthly charge will drop to just a £5 per month service fee. We’ll also be in touch to let you know about the latest equipment available in the O2 Home range.

You’ll get all the information you need from us when your new device is delivered, including a leaflet to help you get started. We'll be on hand to offer any more help if you need it.

You can buy up to four additional devices to install yourself, with help from us as and when you need it.  Choose from the smart plug, presence sensor, open close sensor and flood sensor to add to your O2 Smart Home.

With Easy self install, you can buy additional devices to add to your O2 Home subscription, and install them yourself with help from us to get you up and running.  There are currently four items available for easy self install:  the smart plug, presence sensor, open close sensor and flood sensor.


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