O2 Smart Home closure
We're closing our O2 Smart Home service
We’re always trying to give our customers more ways to stay connected, by launching new services we think you’ll like. Unfortunately, not as many customers as we’d hoped chose to try O2 Smart Home, so we’ve made the difficult decision to close the service on 28 February 2018. We’re sorry for any disappointment this causes our customers and we’ll do everything we can to make the process as easy as possible for you.
We’ve started by cancelling any payments you were due to make for O2 Smart Home. And we’ll refund, in full, every payment customers have made for the service, including any for additional devices. The other good news is that some of your O2 Smart Home devices may still work, even without our service. Check out the Further information section below for more on this, as well as everything else you need to know.
Will I get a refund?
Yes. We want to thank you for taking out O2 Smart Home, so we’re going to refund every payment you’ve ever made for the service, including those for additional devices.
You’ll get your refund, to your registered bank account, in January 2018. If we have any issues, we’ll be in touch.
If you haven’t had a refund by the end of January 2018, and think you’re due one, give us a call on 0344 499 0202. We’re open 9am-6pm, Monday to Friday.
Devices that will work without O2 Smart Home
These devices will continue to work. We’ll still refund you for them, but if you’d like to keep using them we’ve explained what you’ll need to do:
Tado Smart Thermostat To keep using your thermostat, you’ll need to download the Tado app to your smart phone, and use it to control your heating. You can get it from the Apple App Store, and the Google Play Store on Android devices.
Yale Smart Lock You’ll still be able to use your smart lock for keypad and key entry. If you want to be able to lock and unlock your door remotely, using your smart phone, you’ll need to buy a replacement module for your lock. You can get this directly from Yale. The module in your Smart Lock at the moment is a Zigbee module. You can call Yale on 01902 364 606.
Deterrent TV To keep using your Deterrent TV, just plug it in, either directly to the mains, to another smart plug or to a regular plug socket.
Fibaro Flood Sensor This can be reset and paired with other Z-Wave hubs. For more information, contact Fibaro.
Smart Plug This can be reset and paired with other Z-Wave hubs. Check out the manufacturer’s website for more information.
Devices that will not work without O2 Smart Home
For our customers’ security, some devices were designed to only work with the O2 Smart Home Hub. These can’t be integrated with other systems, and will stop working once our service is switched off:
- Samsung Internal Camera
- Wide View Internal Camera
- External Camera
- Alarm Box
- Key Fob
- Open/Close Sensor
- Presence Sensor
- Smart Smoke Alarm
Please read the following section, ‘What do I do with kit that no longer works’, for information on disposal.
Will my heating still work?
Yes. If you have a Tado Smart Thermostat as part of your service, it will keep working once the O2 Smart Home service is closed. You’ll just need to download the Tado app on your smartphone and control your heating from there.
Will my Yale Smart Lock still work?
You’ll still be able to use your Yale Smart Lock with your key, or the keypad, without the O2 Smart Home service. If you want to be able to lock and unlock your door remotely, using your smart phone, you’ll need to buy a replacement module for your lock. You can get this directly from Yale. The module in your Smart Lock at the moment is a Zigbee module. You can call Yale on 01902 364 606.
How do I save images and videos from my O2 Smart Home app?
If you’ve got pictures and videos you don’t want to lose, please make sure you back them up before the service closes. Here’s how to save them to your desktop or tablet:
- Sign into your O2 Smart Home dashboard and go to your photo and video archive
- Press Select, then check the tick box for the video or photo you want to save (you’ll have to do one at a time)
- Click Export, at the bottom of the screen, and choose where to save or send the file to
- On the web dashboard, click the icon that shows a file with an arrow. Then click the same icon, which appears on each thumbnail image , to choose the file you want to save
Do I need to cancel my Direct Debit?
No, you don’t need to do anything. We’ve stopped billing for O2 Smart Home, so no more money will come out of your account.
Will I keep my 20% off airtime discount?
Yes. If you got a discount on your mobile airtime when you bought O2 Smart Home, you’ll keep the discount for the rest of your mobile contract.
What do I do with kit that no longer works?
You’ll need to dispose of equipment that doesn’t work anymore. It can’t be put into household waste, so you’ll need to take it to the electronic waste section of your local recycling centre. Or some local councils have scheduled collections – we recommend checking your local council’s website to find out more.
How do I remove my equipment?
Your O2 Smart Home kit is designed to be nice and easy to remove. Devices which are fixed with sticky pads can be removed by gently easing them away from the wall and rubbing off any excess glue. If your kit’s screwed to the walls, you’ll just need a screwdriver to take it down. If you have a Tado Smart Thermostat or Yale Smart Lock this will still work, so you may not want to remove it. See Will my devices still work?, for more information.
What will happen to my personal data?
We’ll only keep data that we need for operational purposes or to arrange your refund. We’ll store this in a secure and compliant way. Any other data we hold will be deleted, in line with legal and regulatory standards.
How can I get more information?
If you’ve got any questions, give us a call on 0344 499 0202. We’re open from 9am-6pm, Monday to Friday.