Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • plunet
    • By plunet 30th Nov 17, 5:02 PM
    • 31Posts
    • 18Thanks
    plunet
    y-cam homemonitor ending free cloud recording
    • #1
    • 30th Nov 17, 5:02 PM
    y-cam homemonitor ending free cloud recording 30th Nov 17 at 5:02 PM
    I've got some Y-Cam Homemonitor CCTV cameras, and when purchased these came with "Lifetime 7 day cloud recording", but it seems that Y-Cam have had a change of heart and T&Cs and are withdrawing the 7 day free cloud recording for devices that have been active for more than one year.

    This is obvious a significant change in their service proposition and their T&Cs and what they advertised their products to come with.

    I guess others might be picking up on this. Do others have any suggestions on whether we should fight this?
Page 3
    • britishboy
    • By britishboy 3rd Dec 17, 5:40 PM
    • 2,369 Posts
    • 263 Thanks
    britishboy
    Y s’cam no more . . . .
    So what system is everyone now going to use? What is the best on offer?
    Originally posted by Biilbo
    Interested in this too, am after 3 or 4 small, high quality cameras for in the home

    I have 3 Y-cam indoors EVO cameras, 1 bought on Amazon marketplace, 2 bought new on Amazon, I'm going to return all 3.
    • Andywest
    • By Andywest 3rd Dec 17, 6:16 PM
    • 12 Posts
    • 12 Thanks
    Andywest
    Reply from Y-cam Solutions

    Published 17 minutes ago
    Dear Andy

    I'm sorry you feel this way. Just to clarify that the cost for 7 days cloud storage is £2.99 per month. It is the Y-cam Plus service that is £9.99/month or £99.99/year, but you get a whole host of additional security benefits included such as:

    • 30 day cloud video storage for multiple cameras
    • All clips marked as “favourites” are permanently stored securely online
    • Professional grade Dual-Path security (SIM card backup and data) – alarm only
    • Automated phone call and SMS alerts – alarm only
    • Programmable remote/app “Plus” button functionality
    • And plenty more security features

    As a comparison, Nest charge £24 per month for 30 days cloud storage for only one camera. ADT charge upwards of £28 per month and tie you into a 3 year contract for a relatively low-tech alarm system. Hopefully this demonstrates that we are not simply trying to extort money from our customers, but instead we always strive to keep our pricing fair and in principle only charge when there is an ongoing cost incurred by us in providing the service.

    Please get in touch directly should you wish to discuss further.

    Best regards
    Y-cam Support

    My reply from y-cam!!!
    • Andywest
    • By Andywest 3rd Dec 17, 6:19 PM
    • 12 Posts
    • 12 Thanks
    Andywest
    Above reply was via trust pilot... for my 1* rating. I have written to the ASA too and directly to y-cam and of course our forum.... we need someone big to start pressuring them...ie watchdog or martin lewis etc.
    • plunet
    • By plunet 3rd Dec 17, 7:35 PM
    • 31 Posts
    • 18 Thanks
    plunet
    I have put the following request into the Consumer Advice service via their web form.

    Hello, I am the owner of 3 domestic CCTV cameras sold by Y-Cam Solutions Ltd under their Homemonitor brand. The products were purchased through Amazon UK, and Y-Cam were on the face of it a trusted brand. In an increasingly crowded market of domestic CCTV, Y-Cam devices unique selling point and their main route to market was that their cameras came with a free cloud-based recording service.

    Their products were more expensive than their competitors, but this was due to the added feature of the cloud based recording, they clearly advertised that they came 7 days free cloud recording in online reviews, on Amazon, on their packaging and documentation, and didn't state any limitations. There was an optional upgrade to increase your recording capacity from 7 days to 30 days (Y-Cam Plus), and the product came with a one month free trial of the 30 day service.

    Last week it appears that Y-Cam Solutions Ltd no longer wishes to offer the free cloud based backup and wishes to charge £2.99 per month per camera to maintain this service. If we do not elect to pay this subscription then the cameras become stream only, and for me this will will be a significant change and departure from their advertised and marketed purpose, and the cameras will be no longer fit for purpose.
    I query whether Y-Cam Solutions Ltd have the right to do this based upon the absence of details in their terms about the specifics of the free cloud recording service and the way they have marketed their products.

    It appears that many other customers of Y-Cam are facing a similar issue. Just search for Y-Cam on facebook and twitter, TrustedReviews website for Y-Cam https://uk.trustpilot.com/review/www.y-cam.com and also refer to this forum thread http://forums.moneysavingexpert.com/showthread.php?t=5752846

    Can you please review whether Y-Cam have the right to withdraw their cloud based recording service which was clearly advertised as being "free forever".
    • plunet
    • By plunet 3rd Dec 17, 7:40 PM
    • 31 Posts
    • 18 Thanks
    plunet
    Interestingly, on the Y-Cam website, their own blog says, in reference to the launch of their Evo camera "...Packed with features you’d expect from Y-cam such as 7 days free cloud storage forever, motion activation..."

    And here's an image of that just in case it gets taken down...

    • plunet
    • By plunet 3rd Dec 17, 7:59 PM
    • 31 Posts
    • 18 Thanks
    plunet
    I've had a closer look at the terms and conditions relating to this..

    Their current Legal page does indicate that the free cloud recording service stops on 30th November 2017. You can see this in the section "Website & Terms and conditions of Sale", point 2.9

    However, previous versions of their Legal Page did not make any specific reference to conditions relating to the free cloud recording service, but just referred to the Y-Cam Plus subscription you could take out if you wished to maintain 30 days of recordings beyond the initial trial that came with devices.

    20 Mar 2017 - https://web.archive.org/web/20170320040413/https://www.y-cam.com/legal/
    23 Dec 2016 - https://web.archive.org/web/20161223134908/https://www.y-cam.com/legal/

    @AndyW39533025 on Twitter has an image of his camera box that clearly states "Free Forever" https://twitter.com/AndyW39533025/status/936639447789133826

    My boxes were not as explicit, but clearly show that they both came with 7 days recording with no subscription.

    HomeMonitorHD



    HomeMonitor Weatherproof HD Pro



    Inside the box, there were no Terms and Conditions served. However you would have accepted the current Terms and Conditions in force on the website at the time you created the account for your first camera.

    Having a look at the Getting Started guide of my HomeMonitorHD



    It clearly states that my Online Account includes "Free online secure storage". The * on the top of this section has the following words at the bottom of the page "Features may change occasionally as service improves, visit http://www.homemonitor.me for up-to-date account features". So granted that things might change - and they did - they introduced Location awareness. But even here the wording infers that the service should only improve, not get worse or be withdrawn.

    The outdoor camera represented the information differently but without any caveats.



    I've made a little google photos album with more images of the boxes and getting started guides I have.

    Hope this is useful to others.
    Last edited by plunet; 03-12-2017 at 8:02 PM.
    • ballyblack
    • By ballyblack 4th Dec 17, 9:49 AM
    • 3,470 Posts
    • 1,782 Thanks
    ballyblack
    I purchased from Amazon and they offered me a refund.

    Hello Mr *******
    We've accepted your return request. Once we receive the item, we'll issue your refund.


    Its going back!!

    Y-cam itself did not answer my email

    PS when you first contact Amazon they will tell you to contact the manufacturer.
    Inform them its a well known issue with older Ycams and insist on a refund from Amazon the seller!

    Hope this helps somebody


    .
    Last edited by ballyblack; 04-12-2017 at 10:02 AM.
    • nleclain
    • By nleclain 4th Dec 17, 12:44 PM
    • 2 Posts
    • 0 Thanks
    nleclain
    Y-cam 7 days cloud storage box
    Here is picture of the boxe clearly stating that the 7 days cloud storage was FREE!

    work.uxconsult.com/ycam/IMG_4806.JPG
    work.uxconsult.com/ycam/IMG_4807.JPG

    I am keen to join a consumer action in order for us to get the services that we were sold + a compensation for the waste of our time getting the services that we are due to receive.
    Last edited by nleclain; 04-12-2017 at 12:45 PM. Reason: typo
    • ballyblack
    • By ballyblack 4th Dec 17, 12:55 PM
    • 3,470 Posts
    • 1,782 Thanks
    ballyblack
    Here is picture of the boxe clearly stating that the 7 days cloud storage was FREE!
    see previous POSTS 38, 36, 21

    I don't think Ycam are disputing the fact that FREE 7 day storage existed. They admit it in their email to customers

    https://www.facebook.com/pg/YcamHomeMonitor/posts/?ref=page_internal

    https://uk.trustpilot.com/review/www.y-cam.com
    ,


    .
    Last edited by ballyblack; 04-12-2017 at 1:04 PM.
    • Andywest
    • By Andywest 4th Dec 17, 2:55 PM
    • 12 Posts
    • 12 Thanks
    Andywest
    Hi all..
    Advertising Standards Authority have received my case and have assigned a case number and are looking into....
    Could be uo to 10 days but will prepare stuff for evidence etc ...
    All info greatly received.
    • nleclain
    • By nleclain 4th Dec 17, 3:34 PM
    • 2 Posts
    • 0 Thanks
    nleclain
    Great, thanks!

    I have the boxes with the FREE 7 days cloud storage evidence.
    Please let us know how we can contribute.

    Kind regards,

    Nicolas
    • ballyblack
    • By ballyblack 4th Dec 17, 3:55 PM
    • 3,470 Posts
    • 1,782 Thanks
    ballyblack
    I take it you didn't purchase from Amazon?
    • plunet
    • By plunet 4th Dec 17, 4:25 PM
    • 31 Posts
    • 18 Thanks
    plunet
    I've got a feeling that submitting a claim to MCOL (Money Claim Online, used to be the small claims court) might be the way forward. But what would I claim for....

    The cost of the cameras.... not that useful to me.... and I could probably get that back from Amazon.
    The cost of the cloud storage - but for how many years?
    The cost of competing but equivalent products and their cloud service - for a number years.

    Decisions decisions...
    • Money Martian
    • By Money Martian 4th Dec 17, 4:34 PM
    • 2 Posts
    • 1 Thanks
    Money Martian
    I’m more concerned with recovering the cost of the electricians installation and now replacement, far more than the cameras themselves.
    • Andywest
    • By Andywest 4th Dec 17, 4:38 PM
    • 12 Posts
    • 12 Thanks
    Andywest
    ASA info.
    Packaging not always covered by ASA so any adverts relating to free forever related promise would be excellent.. i have internal manuals stating free... and their recent emails.
    • plunet
    • By plunet 4th Dec 17, 4:52 PM
    • 31 Posts
    • 18 Thanks
    plunet
    I’m more concerned with recovering the cost of the electricians installation and now replacement, far more than the cameras themselves.
    Originally posted by Money Martian
    Ah, good point.
    And a couple of hours for me to reinstall cameras if I move to a competitor.
    • plunet
    • By plunet 4th Dec 17, 5:30 PM
    • 31 Posts
    • 18 Thanks
    plunet
    Packaging not always covered by ASA so any adverts relating to free forever related promise would be excellent.. i have internal manuals stating free... and their recent emails.
    Originally posted by Andywest
    Their blog is a useful place to start... it seems that at least some of these articles were seemingly tied to promotional material or email campaigns.

    Why Y-Cam

    Y-cam Cloud Cameras vs IP Cameras

    Y-cam Evo HD Wi-Fi Motion Activated Cloud Security Camera coming June 29!

    And a google image search found this one hosted at DIY Security Cameras but is probably manufacturer supplied by Y-Cam



    and this image hosted on Amazon, probbaly linked to their online sales



    This one on Vesternet



    This one linked from Dailymotion

    Last edited by plunet; 04-12-2017 at 5:42 PM. Reason: Added images
    • iDragon
    • By iDragon 4th Dec 17, 6:18 PM
    • 17 Posts
    • 7 Thanks
    iDragon
    Very much same reply I got, they can certainly have it back if they really want to pay for the postage!, mine's having to go quite far, as I've moved overseas since buying it..
    • Money Martian
    • By Money Martian 4th Dec 17, 7:03 PM
    • 2 Posts
    • 1 Thanks
    Money Martian
    So far Amazon have fully refunded one (2015), given me a 30 voucher for an older one (2014).

    One I have bought via Amazon market place from Y-cam themselves has not had a reply from my refund request but it was bought 2013.

    Why oh why are they charging existing customers, they should of honoured the agreement but charged new purchases a subscription if they can’t continue.

    Cloud storage for the low quality clips they use can’t be that much, how much can people get free now via Dropbox, google drive, one drive, iCloud etc etc? Storage is cheap, customers good will certainly isn’t.
    • ballyblack
    • By ballyblack 4th Dec 17, 7:19 PM
    • 3,470 Posts
    • 1,782 Thanks
    ballyblack
    Another point if they had reduced the 7days to say 48 hrs or even 24 hrs (it is easy to download clips) I would have understood, but no free storage whatsoever after selling that package with the camera is unacceptable
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

4,225Posts Today

6,744Users online

Martin's Twitter
  • Have a lovely weekend folks. Don't do anything (fiscally) that I wouldn't do!

  • RT @thismorning: With his last deals of the year, @MartinSLewis wishes us all a 'very merry Christmas, a happy Hanukkah and a wonderful and?

  • RT @stoneygran: @MartinSLewis I furtively used a pub toilet last night before getting on the bus and felt really guilty!

  • Follow Martin