Frequently Asked Questions
Welcome to the BG Smart and BG Home FAQ. This guide is designed to answer common questions about using our smart home apps and devices.
BG Smart! Apps - BG Smart and BG Home
What is the difference between BG Smart and BG Home, and why are there two apps?
BG Smart is a new app for the latest generation of BG smart devices, such as smart dimmers and future products. It is the newest generation of app that will support current and future BG Smart products.
BG Home has been available since 2018 and supports devices like The BG Smart Adaptor, BG Smart Socket, Masterplug Smart Extension Lead, Luceco Smart Floodlight, Luceco Smart Downlights, and Luceco Smart Lamps.
BG Smart features account linking, allowing you to control the above-mentioned BG Home devices from within the BG Smart app.
Should I use BG Smart or BG Home to set up my devices?
Use the BG Home app for BG Home devices and the BG Smart app for BG Smart devices. As long as account linking has been set up in BG Smart, any subsequently added devices in BG Home will automatically appear in BG Smart.
Is it necessary to have two apps?
You only need both apps if you have a mixture of BG Home and BG Smart devices, and once account linking has taken place, you’ll only need to use BG Smart on a day-to-day basis. BG Home is only required to add (or remove) BG Home devices to your Wi-Fi network.
Do I need both apps if I have dimmers and sockets or other BG Smart! devices?
Yes, but only for initial set-up.
- Smart Sockets, adaptors, lighting and extension leads should be set up in the BG Home App, which will require a BG Home Account.
- Smart Dimmers should be set up in the new BG Smart App which will require a BG Smart account.
If you have existing power products and have added smart dimmers and want to operate all your devices in one App, you can link the devices from your BG Home Account tothe new BG Smart App using BG Connect - follow the prompts in the BG Smart App and all of your existing BG Home devices will appear in the new BG Smart App.
Will my rooms and scenes transfer when I link accounts?
No, room organisation and scenes created in the BG Home app will not transfer to BG Smart. You will need to reorganise your devices into rooms within BG Smart.
Can I use the same email and password for both apps?
Yes, you can, but they are separate accounts. Even if you use the same email and password, these are different systems and will not share login details.
What happens if I forget my password?
Make sure you reset the password for the correct app, as BG Home and BG Smart have separate accounts.
How can I tell the difference between BG Home and BG Smart devices?
BG Smart power devices (Adaptor, Socket, Extension Lead) have a BG Smart logo on the physical product. BG Home devices do not. The only exception is the BG Smart Dimmer. This product is only on the BG Smart app, but does not feature a BG Smart Logo.
BG Smart! Dimmers
Do BG Smart! dimmers work with Alexa or Google Assistant?
Yes. BG Smart! dimmer switches integrate seamlessly with Amazon Alexa, Siri and Google Assistant, enabling voice control of your lighting without the need for a hub.
What happens if my Wi-Fi goes down?
You will not be able to operate the socket using the App or voice controls without a Wi-Fi connection. The sockets will continue to deliver power if turned on and you can continue to use the physical buttons on the socket to turn these on and off.
The BG Smart! dimmer switch will continue to function manually at the wall, so you can still control your lights even without an internet connection.
Do these sockets and adaptors work with 5GHz networks?
No, these use 2.4 GHz WiFi.
Most routers in the UK that run 5GHz will also run 2.4GHz so you can connect your socket or adaptor by connecting to the 2.4GHz WiFi.
Many dual-band routers work intelligently and will connect your devices to the most appropriate available frequency.
If your router does not do this, you can manually split the bands on your router settings and choose to connect these to the 2.4GHz frequency.
You will then need to give your 5GHz and 2.4GHz bands different names to differentiate them.
Please contact your WiFi provider if you need help with your router configuration settings.
You need to ensure that your phone is also connected to the 2.4GHz network when installing your device.
Why don't the sockets and adaptors work on 5GHz?
5GHz frequency has a wider bandwidth and is recommended for video and high data usage products. 2.4GHz has a longer reach and is recommended for universal compatibility, so is more appropriate for these products.
How can I tell the difference between BG Home and BG Smart devices?
BG Smart power devices (Adaptor, Socket, Extension Lead) have a BG Smart logo on the physical product. BG Home devices do not. The only exception is the BG Smart Dimmer. This product is only on the BG Smart app, but does not feature a BG Smart Logo.
Covering the Basics
Do BG Smart! Sockets need to be set up by a qualified electrician?
No, you can carry out non-notifiable work, such as changing a socket yourself.
Can these retrofit replace an existing socket?
Yes, these fit a standard 25mm back box.
Do I need a Hub?
No, BG Smart devices connect via Wi-Fi directly to your home network.
Is there a subscription fee?
No, there are no subscription fees.
What is the standby power consumption?
0.5W in the OFF state.
Is there a limit to the power load that can be supported by these sockets?
The sockets are rated for loads up to 13A (3120W / 3.12kW) resistive each.
Do these monitor the energy the connected device consumes?
No, these have no ability to monitor power consumption.
Will the BG Home App work on an iPad or Tablet?
Yes, the BG Home app should run on any Android or iOS device without any issues.
Can you control the sockets independently?
Yes, these can be individually controlled just like with any regular socket.
Do I need Broadband?
Yes, these need to be connected to a Wi-Fi network to enjoy the full benefits of these, including remote operation when away from home.
What happens if my Wi-Fi goes down?
You will not be able to operate the socket using the App or voice controls without a Wi-Fi connection. The sockets will continue to deliver power if turned on and you can continue to use the physical buttons on the socket to turn these on and off.
When you turn these off via the App, does it disable the buttons?
No, the faceplate buttons would not be disabled. You can disable faceplate buttons with the Parental Lock feature in the BG Home App V1.3.0 and later.
To use the parental lock please ensure your socket or adaptor is running the latest firmware.
You can check this in the device power screen, press on the ... menu at the top right of the screen and select general. You will see an option for ‘Firmware update’ - this should be v57053 or later.
The parental lock can then be toggled on and off by going to the device power screen, press on the ... menu and select ‘functional set’.
Setup and App Control
How do I set up my BG Home devices?
- Use the BG Home app to -add- your BG Home devices to your Wi-Fi network.
- Once added, open the BG Smart app, and select the BG Home account linking feature. You’ll need to enter your BG Home user name and password during this process.
Note that room organisation and scenes created in the BG Home app will not transfer to the BG Smart app.
How do I set up my BG Smart devices?
- Use the BG Smart app to set up your BG Smart devices to your Wi-Fi network. Initial set up will be via Bluetooth, and will then connect to your home Wi-Fi network.
- Once set up, these devices can be controlled directly within the BG Smart app.
What do the different light colours and flashing light states mean?
To operate and pair devices, you will need to make sure the LED’s are in the right state in order to setup your device:
- No light - Socket OFF
- Blue light - Socket ON
- Light flashing OFF - Red - Pairing mode (socket OFF)
- Light flashing Blue - Purple - Pairing mode (socket ON)
- Regardless of colours, rapid flash - Smart Config pairing mode
- Regardless of colours, intermittent flash - AP Config pairing mode
How do I set up timers?
Select the device you want to add a timer to on the App home screen and press the timer button on the next screen.
How does the Random function work?
You can select start and end times for the randomised power output and choose whether this is a 1-time, daily, weekly etc. occurrence.
When running the random function will switch power on and off with no obvious pattern.
Is there a limit to the number of smart sockets/adaptors I can add?
There is no limit on the number of devices you can add to your home network.
How do I add family members?
Click on the + icon in the top right corner of the BG Home App and select ‘invite members’.
Can you remove members from your Home?
Yes - Select your Home name on the top left corner of the BG Home App. Select ‘manage homes’, choose your home and then ‘manage members’.
Select the user you want to remove and select ‘delete’.
How do I reset my device?
Hold down the power button for 5 seconds until the LED is flashing quickly.
How do I view devices from another home that I have joined from the Home screen?
Select the home name at the top left of your BG Home App screen - you can then select the home that you want to view and access all devices in that home.
Do BG Smart! Sockets and adaptors work with 5GHz networks?
No, these use 2.4 GHz WiFi.
Most routers in the UK that run 5GHz will also run 2.4GHz so you can connect your socket or adaptor by connecting to the 2.4GHz WiFi.
Many dual-band routers work intelligently and will connect your devices to the most appropriate available frequency.
If your router does not do this, you can manually split the bands on your router settings and choose to connect these to the 2.4GHz frequency.
You will then need to give your 5GHz and 2.4GHz bands different names to differentiate them.
Please contact your WiFi provider if you need help with your router configuration settings.
You need to ensure that your phone is also connected to the 2.4GHz network when installing your device.
Why don't the BG Smart! Sockets and adaptors work on 5GHz?
5GHz frequency has a wider bandwidth and is recommended for video and high data usage products. 2.4GHz has a longer reach and is recommended for universal compatibility, so is more appropriate for these products.
Third Party Integrations
Can I use my Alexa or Google Smart Speaker, or Siri Shortcuts to control my devices?
Yes, you can use your voice assistant(s) for both BG Home and BG Smart products. To create voice assistant scenes that include devices from both platforms, you’ll be able to create them within the Alexa or Google Home app, as these voice assistant platforms can group devices from different ecosystems together using their native scenes.
How do I connect with Alexa or Google Home?
In the BG Home App select ‘Me’ at the bottom right part of the Home screen, select ‘Third Party Platform’ and click on the platform you want to connect to. Follow the instructions on screen.
Can I control sockets individually with Alexa and Google Home?
Yes, you can individually name each socket and operate these independently.
*Please note the Alexa skill is only available in the Amazon Alexa UK store.
Will this work with Siri?
Yes, this works with Siri, so you can operate via voice with any iOS device - press ‘Add to Siri’ in the App on the device general menu or the scenes menu and follow the on-screen instructions
Can these integrate with other third parties?
You can integrate your sockets with Amazon Alexa, Google Assistant and IFTTT.
AP Configuration, Master and Sub-Devices
What is AP configuration?
AP config, or AP Configuration, offers an alternative way to connect your device to your W-Fi network.
To set up with AP Config, press + on the home page, select ‘add device’, choose your device type and select ‘AP Config’ on the top left corner of the App. Follow the on-screen prompts.
This is also recommended if you want to set up a second device in your network as a ‘master’ and not a ‘sub’ device. If you already have a device in your network and the second device is detected by the App, an in-app prompt will ask if you want to add this to your network.
If you select yes this will be added as a sub to the first master device. Please note that you can link up to 8 sub-devices to each master device.
What is the difference between Master and Sub-devices?
A master device connects and talks directly to your router. A sub-device latches on to the connection of the master device so does not need to establish its own direct connection with the router.
Why would I want a device to be a Sub?
Having sub-devices reduces the load on your router as you only have one direct connection with the master device. This works on a mesh network which Then allows you to add devices which are further away from the router, where the Wi-Fi signal may be weaker and therefore the device could struggle to establish a reliable connection.
What are the disadvantages of Sub-devices?
If the master device loses connection with the router, sub-devices will also lose connection with the router.
Why would I want a device to be a Master?
Having a master device that talks directly to the router means that it has its own independent connection, so it is not dependant on another device’s connection.
What are the disadvantages of Master devices?
f you add too many master devices this can increase the load on your router and could therefore affect the speed of your broadband.
You may also have trouble connecting new master devices where the Wi-Fi signal is weak.
To set up with AP Config, press + on the home page, select ‘add device’, choose your device type and select ‘AP Config’ on the top left corner of the App. Follow the on-screen prompts.
Troubleshooting
Why can’t I log in to my BG Smart account?
Make sure you are using the correct login details, as BG Home and BG Smart accounts are separate, even if they share the same email and password.
What happens if I use a different password for each app?
Ensure you remember which password belongs to which account, as they are not the same system.
Why aren’t my devices appearing in BG Smart after linking my accounts?
Make sure you have set up your BG Home devices correctly in the BG Home app before attempting to link the accounts.
Why do my devices need to be reorganised into rooms after linking?
Device organisation is not transferred from BG Home to BG Smart, so you’ll need to set this up manually in the BG Smart app.
I am having trouble getting my device to connect.
Uninstall and re-download the App, and make sure the Wi-Fi signal is strong during set-up. Also, make sure you are trying to connect to 2.4GHz, not 5GHz, and that on split-band routers, your phone is connected to the 2.4GHz band during setup.
Once the device is set up you can re-connect your phone to the 5GHz band if desired. If you are still experiencing problems, try setting up using AP Config.
My device has gone offline.
Try cutting power for 30-60 seconds to reboot your Smart! device
Why are my BG Home device timers out by one hour after the clocks change?
BG Home devices have a known issue where UK daylight saving time changes are not automatically applied to timers. As a result, your scheduled actions may be out by one hour. A workaround is to set up timers using Alexa or Google Home instead, as those platforms adjust automatically for daylight saving.
My BG Smart! socket can’t find Wi-Fi on my phone but can on someone else’s phone.
Check that you have allowed location services on your phone and that mobile data is disabled.
My BG Smart! Socket keeps disconnecting and reconnecting (online/offline).
This can occurs when there isn’t a strong enough signal being received by the socket to maintain a steady connection.
I get an unknown error when trying to set a timer.
The app won’t work with a 12 hour clock, change the time on your phone to use 24 hour clock.
Tips for a Smooth Experience
Set up First: Always set up BG Home devices using the BG Home app and BG Smart devices using the BG Smart app (account linking can be done before or after, and is done in BG Smart).
Organise Rooms: After linking, reorganise your devices into rooms in the BG Smart app for easier management.
Keep Both Apps Updated: Regular updates ensure the best compatibility and security
