What do I need to do before I call you?
You need to check three things once your CCTV is installed before we can complete a set up for you:
- Make sure have a network cable running from the DVR to the broadband router
- Check that you know your router password (if it has been changed) and your DVR/NVR password
- Confirm whether or not you have a fixed IP address from your Internet Service Provider.
What is a fixed IP address?
Every device connected to a network is given an IP address. This is part of the mechanism that helps devices to communicate information to each other, allowing the internet to work. In a typical home network, your devices will be connected to a broadband router, while the router itself will be connected to the wider internet via your Internet Service Provider, or ISP. In most cases your router will dynamically issue your devices local IP addresses on the local network, while the ISP will issue a public IP address to your broadband router.
When we talk about a fixed or static IP address, it is the public one that is important here. It is the public IP address that you will use to connect to your systems once we have set them up for you, and if this changes while you are away you wont be able to access your cameras until you find out your new IP address.
Unfortunately, the IP address system mainly used at the moment has only so many available addresses, so broadband providers have to share them around amongst their customers, which means that your public IP address will change periodically as your previous address gets assigned to somebody else and you get a new one.
For our purposes then we need to obtain a fixed IP address – this will be a public IP address that gets assigned specifically to your network and won’t change. You can often get this by speaking to your broadband provider – which is usually issued for a yearly fee.
While some of you will be able to get a fixed IP without any problems, some providers charge a lot of money for a fixed IP address, while some don’t issue fixed IP’s at all. If this applies to you don’t worry – we can provide you with an alternate service called a Dynamic Hosting Account – there is more info on this in the next question.
What is a Dynamic Hosting Account?
A Dynamic Hosting Account resolves the problems that arise from having a Dynamic IP Address by using a web address instead.
With this service in place, your router or DVR will inform our servers whenever your IP address changes, which then automatically updates your web address with your new IP address.
The web address (URL) usually takes the following format: http://mycctv.dynamicip.org.
As with getting a fixed IP address, a dynamic hosting account requires a small yearly fee.
How do I find my router username and password?
Some modem/router manufacturers, such as Netgear, will always use the same default username and password. Other manufacturers will print a default password on the modem/router. In these situations we will either know the password, or we will be able to get it from the modem/router itself.
If you or somebody else has changed the password, then you either need to provide it to us, or log in for us.
If you can’t remember the password, or can’t get it, then we will have to reset the modem/router to gain access. This is a final step if we genuinely can’t log in any other way. Resetting your modem/router back to its factory settings will wipe out any customisations you have already made, such as the wireless network name if you have changed it, and any port forwarding that is already configured. If this is the case it is very important that you know this information so that we can restore any settings during our configuration.
In some cases resetting the modem/router will remove your broadband authentication info – in this situation you will be told before hand and you will need your broadband account details with you so we can get you back online quickly. These details are usually found in welcome letters from your broadband provider when you first opened your broadband account. Alternatively you can get them directly from your provider by ringing their customer service line.
Do I need special hardware/software to view my CCTV remotely?
Modern CCTV systems have built in web viewing software and do not need any additional equipment. As long as you have a smartphone, tablet, PC or Mac, then you will be able to view your CCTV remotely.
Most DVR’s will run without special software on a PC, either in Internet Explorer or another browser. If however your system does require dedicated viewing software, we have an extensive catalogue of software covering most models, which can be sent to you for installation on any PC that you want to use for remote access.
An app is usually needed for smartphones, tablets and Macs, and if this is the case we will provide you with the details for the relevant app, which will be free where ever possible.
Please note that the availability of CCTV apps on the new Windows Phones is still fairly limited when compared to Android or iOS, so we may not be able to find the app you need on this platform.
Why do I need to pay for my app?
We can recommend the relevant apps for you to use, and where we can we will point you to a free app. However, we do not make our own apps, nor do we have any affiliation to any apps or app companies for any DVR’s, so if they decide to charge for access to a particular app, it is out of our hands if we can’t find a free alternative.
Can we set up IP cameras?
In short, yes.
Can I set up more than one DVR/NVR on a network?
We will configure up to two units on your network for our fixed fee. If you are installing on a complex site that may need more, you can speak to one of our advisers about your specific requirements so we can come up with a fair price.
How do we pay you?
Once we have confirmed that your remote access is working as it should, we require payment. We accept all major debit/credit cards, BACS payments, or cheques. We do not operate credit accounts.
Can I get a discount?
Sorry, we do not offer discounts.
How long does it take to configure and complete?
This can vary greatly, although commonly it’s 20-30 minutes. Regardless of the time it takes us, our charge is fixed.
Do I need to be on site?
We do need someone on site as we will need to connect into the network that the CCTV equipment sits on. However, we are happy to talk to your customer on your behalf provided they are able to complete basic tasks on a computer and possibly access the DVR/NVR menu to make changes.
Do you charge again if I have problems in the future?
We are more than happy to deal with any issues you might have in the future. Please note however, that if your router is reset for whatever reason, or if you have changed your broadband provider, the remote access will need to be re-set up completely and this will incur our standard fee.
Can we resell Your service?
Yes, we have many online CCTV distributors that already sell our service on. Should you require any help or assistance please contact us
What is a session code?
This is a code that we provide which allows us limited, one-time access to a computer of your choice on the same network as your DVR/NVR. This allows us to connect to your router and complete the necessary configuration.
Simply enter the code into our connection web page, and follow our instructions.
Is connecting to my computer safe?
Simply, yes. The software we use works over a secure connection. The codes we provide are only valid for a short amount of time and are only valid for one connection. We cannot connect to your PC without you allowing the software to run. You can also easily cancel the connection at any time with one click.
Don't Be Shy
If we didn’t answer all of your questions, feel free to drop us a line anytime.
