Thank you for your feedback and we're really sorry to hear about your unsatisfactory experience with our camera. Feedback from our customers is extremely valuable to us, especially when something isn't working as expected.
Excellent customer service is important to us, so thank you also for your remarks about our friendly support. We would however like to take this opportunity to clarify the issues you've been experiencing with your cameras and what they have been attributed to. We have had received several reports from customers that their cameras have been offline lately, however this has been due to the server downtime caused by recent upgrades made to our servers.
We run several servers to manage our users' camera connections and the reason that one camera has worked whilst the other one has not has been because one camera was connected to a server that was online, whilst the other had gone offline at that time.
It is unfair to state that your cameras have only been working 80% of the time; this suggests that they have been offline for 4 out of 20 days when in reality, our servers have had 99.8% uptime in the last 20 days and 99.9% uptime in the last 30 days. Our server upgrade schedule has now been completed so there is no more server downtime planned, and our platform is fully operational again. To explain the purpose of these upgrades, they have been implemented to improve connection reliability and video performance, as well as coping with the greater volume of footage being uploaded over time from our growing user base.
We are deeply sorry for the inconvenience and frustration this has obviously caused you, however I hope this explanation verifies and reassures you of the nature of the server downtime from which you suffered.
A quick word about using the camera 30+ft from the router, this is an accurate distance; we typically suggest using our HD cameras no further than 45ft from a wireless access point, closer if there are obstructions such as floors, walls or ceilings in between. If the camera needs to be placed beyond this range, we do recommend using Ethernet, a Wi-Fi booster or Powerline adapter. This is because the HD footage requires a certain amount of bandwidth (0.5Mbps upload speed) to stream, and enough signal strength to deliver that bandwidth.
Should you need any further assistance or want a chat please do get in touch with us by phone (727-233-8225) or email (monitor(at)y-cam(dot)com) and we'll be more than happy to assist!
Customer Services at Y-cam