O2 Smart Home closure
O2 Smart Home will be closing down soon
We’ve made a very hard decision; we’re closing down O2 Smart Home. To be able to invest in the service the way we wanted, O2 Home needed category-leading take-up, but unfortunately that didn’t happen. We don’t have an exact date for the closure yet, and until we do the O2 Smart Home service will carry on working as normal.
If you're an O2 Smart Home customer, we’ll be in touch in January as soon as we have a clearer idea of exactly when the services will be turned off. We’ll make sure we give enough notice before we switch off.
In the meantime customers can carry on using the service without having to pay any more subscription fees. We're also going to reimburse existing customers for subscription fees that they’ve paid plus any additional devices they’ve purchased from us.
Whilst the service is still up and running you can expect to still get the connectivity and customer support like you do now. If you have a thermostat or door lock, they will continue to work independently of the O2 Smart Home service and you will still be able to use them once we have closed it.
Is my equipment still going to work?
All O2 Smart Home equipment will keep working until we close the service. We’re still working through timescales on when this will be, but we’ll give you at least 30 days’ notice before we switch it off. Only two devices will continue to work once we have closed the O2 Smart Home service:
- Tado Smart Thermostat: Your Tado will continue to work without O2 Smart Home. You’ll need to download the Tado app, from which you’ll be able to control your heating.
- Yale Smart Lock: Your Yale Smart lock can work without O2 Smart Home. Key entry and keypad entry will work straight away. We’ll be in touch in due course with more information.
Will I receive a refund?
We want to thank you for taking out O2 Smart Home, and are sorry that we’ve had to make this decision. Existing O2 Smart Home customers will get a refund for every payment they’ve made for O2 Smart Home. That means all the monthly payments, and any further devices they’ve purchased from us.
We’re expecting to do this by the end of January 2018. If we have any issues with a refund, we’ll be in touch.
Will I lose my 20% off airtime discount?
No. If you bought O2 Smart Home and received a discount on your mobile airtime, you’ll keep your mobile airtime discount for the duration of your mobile contract.
I’ve got images and videos on my O2 Smart Home app that I want to keep. What should I do?
To save images onto your desktop or tablet, sign in to your O2 Smart Home dashboard, and go to your photo and video archive.
In the app, press Select, and then check the tickbox for the video or photo that you want to save (you have to do one at a time). Then click Export at the bottom of the screen and choose where to send or save the file.
On the web dashboard, click the icon that shows a file with an arrow and then choose the file you want to save by clicking on the same icon that appears on each thumbnail image. The photo or video will then start to download.
Will my heating stop?
No. If you have a Tado Smart thermostat as part of your O2 Smart Home setup, it will work independently. Just make sure you have the Tado app installed on your phone.
I have a Yale Smart Lock with O2 Home. What will happen to this?
Your Yale Smart Lock can work without O2 Smart Home. We’ll be in touch nearer the time to explain exactly how this works.
Who do I contact for more information?
If you’ve got any further questions, call us on 0344 499 0202. We’re open from 8am-7pm, Monday to Saturday.