Ai Protech

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CCTV repair in London

Cameras offline, nothing recording, a recorder that keeps beeping or no picture on your phone. Book the call-out online any time, day or night. Engineers attend Monday to Saturday, 08:00 to 19:30, with the first hour of diagnosis included, and tell you the fix before doing it. Hikvision accredited engineers, across London and the M25.

London number 020 8175 5557

8am to 6pm, Mon to Fri

Standard call-out

£99 inc. VAT

First hour of diagnosis included.

8am to 7:30pm, Mon to Sat

Priority call-out

£150 inc. VAT

Priority dispatch, first hour of diagnosis included.

Need a new system instead? CCTV packages start at £899 inc. VAT.

Book a CCTV repair call-out

Choose standard or priority, tell us what the cameras or the recorder are doing and where, then pay the call-out fee to confirm. You get a confirmation and an ETA on the way.

What we repair

Homes, shops, offices and warehouses, across London and inside the M25, whether we installed the system or another company did.

  • Cameras: bullet, turret, dome and PTZ
  • Recorders (DVR and NVR) and their hard drives
  • Power supplies and PoE switches
  • Cabling, connectors and joints
  • Phone app and remote viewing
  • Night picture and infrared faults
  • Cleaning, refocusing and re-aiming cameras
  • Recording schedules, motion alerts and settings
  • Forgotten recorder passwords

Common faults, and what they usually are

Not recording, or the recorder keeps beeping

Usually the hard drive in the recorder has failed, is no longer detected or is full with overwrite switched off. Often it is a setting instead, such as a recording schedule lost after a power cut. A beep is a warning, so the cause is checked before anything is replaced.

One camera shows no picture or "video loss"

Usually the power feed to that camera, a loose or corroded connector or a damaged cable. On network cameras a failed port on the recorder or switch can look the same. The camera itself is less often to blame.

Cameras offline on the phone app

Usually the recorder is still recording and only its link to the internet has broken, often after a new router or broadband provider. Its network settings or the app account need setting up again.

Night picture black, white or foggy

A white or foggy picture is usually infrared light bouncing off a dirty dome, a cobweb or a nearby wall. A black picture usually means the infrared lights or the day and night switching have failed or are set wrongly.

A camera cuts out after rain

Usually water has got into a cable connector or the camera housing. Misting inside a dome usually points to a seal or cable entry that is letting moisture in.

Every camera went off at once

When all the cameras drop together, the shared power supply, the PoE switch or the recorder is the usual suspect, often after a power cut or a storm.

Recorder password forgotten

Most current recorders have no master password. A reset uses a recovery method set up earlier or a reset file from the manufacturer, so it can take more than one visit.

Blurred picture, or a camera knocked out of position

Usually dirt, water marks or cobwebs on the lens or dome, a lens that has drifted out of focus or a bracket that has worked loose.

These are the usual causes, not a diagnosis. The engineer tests for the actual fault on site before any repair.

How the call-out works

  1. 1

    Book online, any time

    Pick standard or priority, tell us what the cameras or the recorder are doing and where, and pay the call-out fee to confirm. Day or night, the booking goes straight through.

  2. 2

    We confirm the visit

    You get a confirmation and an ETA. Engineers attend Monday to Saturday, 08:00 to 19:30.

  3. 3

    The first hour: finding the fault

    The engineer tests the cameras, the cabling, the power and the recorder to find the fault, and tells you what the fix is before doing it. A fault that comes and goes can take a second visit to pin down.

  4. 4

    Repaired, or priced to replace

    If it needs parts, more time or a new system, you get a written price for either route before any further work. The job is photographed and signed off by you.

Book the call-out

What our customers say

Google reviews: Excellent, 4.7 out of 5 from 3 reviews (read them on Google).

Trustpilot: Average, TrustScore 3.7 out of 5 from 1 review (read them on Trustpilot).

  • Ian, November 2026: 5 out of 5 stars, on Trustpilot (CCTV installation)

    Excellent service from AI Protech Ltd! They installed a CCTV security system at my home, and I couldn't be happier with the results. The team was highly professional, reliable and knowledgeable throughout the entire process. The installation was completed to a very high standard, and the pricing was extremely competitive. Great quality, excellent customer service and outstanding value for money. I would highly...

  • Iann Cohen, November 2026: 4 out of 5 stars, on Google

    Profissional , Reliable company Recommend

  • Knighthak Enquiries, November 2026: 5 out of 5 stars, on Google (Intercom repair)

    Fast , quick and reliable ,intercom system fixed the same day ,easy web-form agreed in one call ..Recommended

  • Jamie Bishop, November 2025: 5 out of 5 stars, on Google (Smart heating)

    Adham was excellent and went the extra mile to get our smart heating system up and running. I'd recommend the company and him to everyone I know. He really knows his stuff and completed the work to a really high standard.

Before the engineer arrives

Five things that help, none of which need a ladder or a screwdriver.

  • Check the recorder is switched on at the socket and that its leads are pushed in.
  • Note the message on the screen and which cameras are affected.
  • Have the recorder password and the app login to hand, if you know them.
  • If you need footage of an incident, tell us when you book, and do not reset or reformat anything.
  • Leave the cameras and the recorder as they are: do not climb to a camera or open the recorder or a power supply.

CCTV repair questions

Anything else, contact us or ask Katie, our assistant.

Other repairs: burglar alarm repair and intercom and door entry repair.

How much does a CCTV repair call-out cost in London?

Ai Protech's repair call-out is a fixed fee: £99 inc. VAT for a standard visit (Monday to Friday, 08:00 to 18:00) or £150 inc. VAT for a priority visit (Monday to Saturday, 08:00 to 19:30). Both include the first hour of diagnosis. If the fix needs parts, more time beyond the first hour or a replacement, the engineer gives you a written price before doing any further work.

Can I book the call-out at night or on a Sunday?

You can book and pay for the call-out online at any time, day or night. Engineers attend Monday to Saturday, 08:00 to 19:30 (no night or Sunday visits), and we confirm the earliest visit within those hours.

Why has my CCTV stopped recording?

Most often the hard drive inside the recorder has failed, is no longer detected or has filled up with overwrite switched off. It can also be a setting, such as a recording schedule lost after a reset or a power cut. Live pictures can carry on while nothing is being saved, so it often only shows when you need footage. A beeping recorder is raising a warning, often about the drive, but it also beeps for a lost camera or an unplugged network cable, so the engineer checks the cause before replacing anything.

My cameras went offline on the app after I changed my router. Is that a repair?

Usually it is a settings job, not a failed part. The recorder normally keeps recording, and only its link to the internet has broken because its network settings no longer match the new router or broadband. The engineer needs access to your router and to the app account the recorder is registered to. If the recorder is registered to an account you no longer have, it has to be released before it can be added again.

I have forgotten the recorder password. Can it be reset?

Often, though not always on the first visit. Most current recorders have no master password: the engineer resets the password with a recovery method set up earlier, such as security questions or a recovery email, or with a reset file issued by the manufacturer, which can take more than one visit. On some models the only route is a factory reset, which clears the settings so the system has to be set up again. The engineer tells you which applies before doing anything, and we may ask for proof that the system is yours.

Can you get my footage back from a failed hard drive?

Usually not. Recorders store video in their own format and overwrite it on a loop, so recovering footage from a failed drive is work for a specialist data recovery lab, and it is not certain even then. The engineer can fit a new drive so that recording starts again, and a new drive starts empty. If you need footage of an incident, tell us when you book, before anything is reset or replaced.

Is my CCTV worth repairing, or should I replace it?

Repair, when there is one fault on a system that otherwise works: one camera, a power supply, a connector or a failed drive. Replace when the same fault keeps coming back, when several cameras have failed, when the picture is too poor to identify anyone or when the recorder no longer gets security updates from its maker. The engineer tells you which after the one-hour diagnostic, with a written price for either route. A new home system starts at Home Starter, £899 inc. VAT, and Home Protect with four 4K cameras is £1,499 inc. VAT; a shop system starts at Retail Essential, £1,399 inc. VAT.

Will it be fixed on the first visit?

Not always. The first hour is for finding the fault. A loose connector or a setting can often be put right there and then, but a part such as a power supply, a camera or a recorder may need ordering, and a fault that comes and goes can need a second visit. A camera that cannot be reached safely from a ladder needs access equipment, which is priced in writing first. Anything beyond the first hour is priced in writing before the work.

Can you repair a CCTV system that another company installed?

Yes. Tell us the make and model of the recorder when you book: we take on a repair where parts for that make are still made. A fault in a cable, a connector or a power supply can usually be traced and repaired without the recorder password. Work on the settings or the hard drive of the recorder needs its admin password, and viewing on your phone needs access to the app account the recorder is registered to. If the company that fitted it kept the password or registered the recorder to its own account, ask that company to hand over the password or release the recorder. If that is not possible, the engineer can often reset the password, which can take more than one visit and may need a reset file from the manufacturer, and tells you the options for that recorder before doing anything. We may ask for proof that the system is yours.

Which makes of CCTV do you work on?

Hikvision, with accredited engineers. Other makes too, where parts are still made. That covers systems with a DVR, including older analogue ones, as well as network systems with an NVR: tell us the make and model of the recorder when you book.

Do you offer a yearly CCTV service?

Yes, for systems we installed and for systems fitted by other companies. CarePlan Home at £199 a year inc. VAT gives an annual health-check visit for your cameras and alarm, with remote support included. CarePlan Home Plus at £349 a year inc. VAT gives two service visits with firmware and app updates. To take one out, ask under Care plans on the CCTV & Security page, aiprotech.co.uk/services/cctv-security#care-plans, or call 020 8175 5557. See the care plans.

CCTV by area

Local pages for CCTV installation across London and the M25.