Frequently Asked Questions
Q: What is a network cable? Why do I need one?
A: For our purposes we mean a standard ethernet network cable, which is a CAT5 or CAT6 cable with an RJ45 connector on each end.
A network cable is required to connect the DVR straight to your broadband router or another port on the same network.
These can be found in most hardware and computer shops.
Hide Question
Q: What is an IP address?
A: An IP address is literally your address on the internet. Most Internet Service Providers (ISP's) will usually provide what is known as a dynamic IP address. This means that your address on the internet periodically changes.
As you need to know your IP address to connect remotely to your DVR, this is unsuitable for our needs. To resolve this, you can request a fixed IP address from your (ISP) or ask us for a Dynamic Hosting Account.
Please note that both of these services require an ongoing fee.
Hide Question
Q: What is a Dynamic Hosting Account?
A: A Dynamic Hosting Account resolves the problems that arise from having a Dynamic IP Address by using a hostname.
With this service in place, whenever your IP address changes, your router or DVR will inform our servers of the change and automatically update your hostname.
A hostname is a web address (URL) and is usually takes the following format: http://mycctv.dynamicip.org
Hide Question
Q: Router: Username & Password
A: Both your router username and password will be required by us so we can gain access to it and programme all the settings required.
Hide Question
Q: Router: I don't know my router name and password
A: We know the default usernames and passwords for most routers, so if you have never changed the password we will be able to access it.
If you have changed your password and can't remember it, your router will need to be reset to it's factory settings. We can talk you through this, but it is vital that you have your broadband account details with you. These are usually found in the welcome letters that came from your ISP when you first registered for your broadband account.
Hide Question
Q: DVR Viewing software
A: Most modern DVR's do not require seperate viewing software, as your CCTV system can be viewed directly using Internet Explorer.
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 installtion on any machine that you want to view your CCTV from.
Hide Question
Q: IP Cameras
A: We can configure IP cameras remotely just as we do with analogue / digital cameras.
Hide Question
Q: Two DVR's
A: We can set up more than one DVR on your network for remote viewing, it just means that you will have a different address for each DVR you want to access
Hide Question
Q: How Do We Pay You
A: Once we have completed programming and configuring your remote access and checked that it operates as it should, we require payment by either BACS, credit/debit card or cheque. We do not operate credit accounts.
Hide Question
Q: Discounts
A: Sorry, we do not offer discounts.
Hide Question
Q: How Long Does It Take To Configure and Complete?
A: This can vary greatly, although commonly it's 15 – 25 minutes. Regardless of the time it takes us, our charge is fixed.
Hide Question
Q: Do I need To Be on Site?
A: No, we are happy to talk to your customer on your behalf provided they are able to complete basic tasks on a computer and possilby access the DVR menu to make changes.
Hide Question
Q: Do you Charge again If I Have Problems In The Future?
A: We are more than happy to deal with any issues you might have in the future. Please note however, that if your router or DVR 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 a charge.
Hide Question
Q: My Customer Can See Your Charges On Your Web Site
A: To negate this issue we have a secondary web site - cctvconnect.co.uk. This is completely unbranded and shows no link to ourselves so your customer can't trace the service to us.
Hide Question
Q: Company Branding
A: We are happy free of charge to produce a connection landing page customised with your Company logo. Just email us your logo and we will do the rest.
Hide Question
Q: Can We Resell Your Service?
A: Yes, we have many online CCTV distributors that already sell our service on. Should you require any help or assistance please contact us
Hide Question
Q: What is a Session Code?
A: 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. This allows us to connect to your router and DVR and complete the necessary configuration.
Simply enter the code into our connection web page, and follow our instructions.
Hide Question
Q: Is Connecting to my Computer Safe?
A: 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.
Hide Question
