Security App fails
My Home+Security App has been used for years to monitor and control 4 Netatmo cameras and a Bticino C100X16E Intercom, with no issues at all. Suddenly one day the C100X16E fails to work as normally. I can no longer open any gates or view any entrance panels. This has previously been working well all the time.
My current Security App version is 26.6.01
My phone is a Samsung Galaxy S21+
OS version is Android 15
My 4 Netatmo cameras work as they should. No problem.
If a guest presses the door call button, I can see the visitor face from the entrance panel in the App and I can hear their voice and they can hear me, but I can no longer open the gate/door from the app. As you can see from the screenshot enclosed, the gate controls are all inactive.
My C100X16E is connected to the network as you can see from the other enclosed image.
I tried to send a support request to the email published on Google Play https://play.google.com/store/apps/details?id=com.netatmo.camera which was contact-securityATnetatmo.com but all I got was an autoreply informing me that the email is no longer in use.
The information given was: If you still need to contact us after browsing the articles, click Submit a request at the end of the article that best describes your problem. But there is no Submit a Request option anywhere on Netatmo, Bticino or Legrand support pages!!
How do I contact support for my BtiCino C100X16E intercom used with the Netatmo Home+Security App?
I hope you can help Leslie.
Rgds
Oyvind
Hi Oyvind,
Customer support for the C100X16E is done by Bticino. I invite you to choose your country and to use their contact form or phone them : https://qna.legrand.com/hc/en-001/p/contact-us
If you need to contact Netatmo in the future for example, you must go to their helpcenter (https://helpcenter.netatmo.com/) choose the most relevant question and then you will have the link to send an email (see my screenshot)
I will see with the teams if there is a problem with contact-security@netatmo.com. Thanks for the warning 🙂
Have a good day,
Leslie – Community Manager
<p>Hi Leslie and many thanks for your quick reply.</p><p>But regretfully, the page you included as a snapshot, does not exist when I search in https://helpcenter.netatmo.com.</p><p>On Page1 they do “promise” the Submit a Request button if I choose one of to possible links (see the picture “Page1.png” enclosed). </p><p>On the next page (Page2.png) there is also no Submit a Request button, but I’m offered to select my product; The C100X intercom. which I do.<br />This leads me to a page with links to a series of “Help yourself” articles. And that’s it.</p><p>I could never find any “Submit a Request” formular related to Bticino products or the Home+Security App.</p><p>So, on the third page I arrive at (Page3.png) enclosed. there is also no Submit a Request button, as you can see. But the text in the image is yet another link to yet another page (Page4.png) also without any Submit a Request option.</p><p> </p><p> </p>
Hi Oyvind,
Ok thanks, I better understand the problem. Concerning Legrand/Bticino devices, there is no direct link as every country has its own local Customer Support
That’s why I redirect you to the https://qna.legrand.com/hc/en-001/p/contact-us where you have a dedicated link to contact your local customer support
The Customer Support is centralized in a same place for Netatmo devices. If you need to contact them for a camera or a weather station for example, you will find the link from my screenshot at the bottom of all questions
In the screenshot you sent me, if you click on the “FAQ dedicated section” link at the bottom of the page there is a redirection to the QNA. But I agree it’s not really clear
Have a good day,
Leslie – Community Manager
<p>Hi Leslie,<br />The thing is – you see, that my country (Norway) doesn’t even exist in the list (!)</p><p>I’m certain that my problem is related to the Netatmo Security App. But when I asked for support, I was told to contact Bticino. But there’s nothing wrong with my Bticino intercom. It works exactly as it should using the wall mounted control panel. Both two-ways communication with the entrance panels and controlling the gate/door locks work perfect.</p><p>It is the remote control from the security App that has stopped working. This App is a Netatmo SW product. Still they refuse to assist me.</p><p>Why those Web sites are so confusing and user-unfriendly, beats me. One would expect companies like Netatmo/Legrand/Bticino were able to develop good web sites (?)</p>
Hi Oyvind,
Thanks for the warning about the country list. I added Norway 🙂
I was informed about an ongoing incident impacting C100X devices. It corresponds to the behaviour you have. If it’s not done yet, you should be contacted by the Bticino support with some instructions (I don’t have more information on my side, but it’s indeed a Cloud problem, it’s not linked to the App)
Concerning the FAQ websites, we are aware of some redirection problems and complexity for users. I’m also currently working with Netatmo and Bticino teams in order to see what we can do to improve this
Have a good day,
Leslie – Community Manager
<p>Thank you Leslie,</p><p>Your reference to a Bticino cloud problem is perhaps “good news” that gives me hope. Do you have a link to a support email that I can use to contact Bticino support and ask? I am completely unable to find out how to contact them except by calling – and that’s not an option I would prefer.</p><p>Rgds</p><p>Oyvind<br /><br />P.S. I have managed to contact Netatmo support, but they are just ignoring my request and pushing me back to Bticino with no further reference.</p>
Hello,
You can contact the Norway Customer Support directly here : kundeservice@legrand.com
Have a good day,
Leslie – Community Manager
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