This topic

BT Cloud continually backing up

oldchap — Mon, 06 Jul 2020 14:55:45 GMT

Recently (within the past 2 days) BT cloud on my iphone is continually backing up - even though there's nothing new.

I open the app & backup starts, I can make out that it seems to be going through content from over 5 years ago. Not a major problem (other than running down battery) but anyone go any ideas?

Re: BT Cloud continually backing up

JohnC2 — Tue, 07 Jul 2020 16:02:33 GMT

Hi @oldchap sorry that the Cloud is continually backing up and running down your battery. Give the Cloud helpdesk a call on 0808 100 6778 as they would be best positioned to help you with this.

cheers

John

Re: BT Cloud continually backing up

pddco — Mon, 20 Jul 2020 10:19:05 GMT

Hello. I'm having the same issue but getting nowhere with various calls to the helpdesks. Did you manage to get this sorted?

Re: BT Cloud continually backing up

CD179 — Mon, 20 Jul 2020 11:51:25 GMT

Hi,

I have no issue like this as I only have BT Cloud on my iMac. However are you aware of problems mentioned on this forum regarding problems since release of 20.3.10. Several have contacted BT Cloud support, but still no answers.

Perhaps this is also related to the new software drop.

Chris

Re: BT Cloud continually backing up

oldchap — Mon, 20 Jul 2020 11:58:30 GMT

No - I sent e-mail on 7th July, the automated answer said I’d get a reply in 10 days but nothing yet

And problems do seem to have started since software update

Re: BT Cloud continually backing up

CD179 — Mon, 20 Jul 2020 12:09:29 GMT

Hi,

Yes the thread started on here, regarding problems with BT Cloud on iMac also were reported from and on 7.7.2020

Again people have been told of call backs but no responses.

If only a company after a S/W drop will admit there is a problem and that it is in hand it would make people far more content, than being left in LIMBO.

Chris

Re: BT Cloud continually backing up

pddco — Mon, 20 Jul 2020 14:53:06 GMT

Well the nice chap from BT says he’ll give me a call back tomorrow after checking with the ‘BT Cloud technical lead’ . The technical lead was off today. Back in tomorrow.

Re: BT Cloud continually backing up

CD179 — Mon, 20 Jul 2020 16:18:42 GMT

Funny you should say that: I have just had a call from someone, asking if the details re my complaint were correct, and had I any more to add. He said he would talk to the head of BT Cloud and come back in 20 mins. He did so and told me that my cloud was working correctly, and the bits that did not work on the new S/W drop was correct. All this but no amended manual. It seems you now have to monitor your dashboard in my BT, like doing away with the BT mobile app.

He stated that the S/W release was all OK. So best of luck with your enquiry. Please post your outcome here, such that we all can learn.

Regards

Chris

Re: BT Cloud continually backing up

pddco — Mon, 20 Jul 2020 17:20:02 GMT

Hi.

So the bits that are not working are correct? Eh? And the dashboard? Very confused now. From my viewpoint, backup is working a bit. But seems to start at the beginning every time. Well it flicks through what it’s done before then actually uploads from where it left off. And then stops. It only attempts to restart again, from the beginning if I close down the app and try backing up again. It’s a very painful process with only 4GB of the 11GB on the phone backed up at the moment. As you say though it should be interesting to hear what the solution / reply from BT is.

Re: BT Cloud continually backing up

CD179 — Tue, 21 Jul 2020 09:39:22 GMT

Hi,

Yes. No dashboard now on start up, or on iMac no option to open dash from icon in top bar. If you add stuff you do see it in the drop down window from top icon, but do not get a notification in your Mac side bar.Basically they have taken a lot away, but not given any new docs to know what is meant to happen.

Disappointed that was not given chance to speak to the Cloud expert direct. I was told you now control the cloud from web base in My BT. Still confused.

Basically they told me they have no problems. Look forward to your reply re your problem.

Chris

Re: BT Cloud continually backing up

pddco — Tue, 21 Jul 2020 15:16:40 GMT

The chap from BT got back to me. He'd spoken to the BTCloud technical team. There's been a few recently reported issues with BT Cloud on Macs and iPhones. He's handed my issue over to the technical team who'll be sorting it out. Someone should get back to me on Saturday morning (25th) with an update on progress and hopefully news that that it's been fixed. Fingers crossed eh?

Re: BT Cloud continually backing up

pddco — Sun, 26 Jul 2020 07:04:21 GMT

Well the Cloud team didn’t get back to me yesterday.

So still waiting for at least a courtesy call to say it’s in hand.

I’ve been given a fault / customer reference so will try and get an update from BT on Monday.

I just don't understand why keeping the customer informed is so low on BT’s priority list.

Re: BT Cloud continually backing up

CD179 — Sun, 26 Jul 2020 09:16:52 GMT

Good Morning,

I was also looking forward to the result of your call back.

As I have stated on another thread, I was told that what I have now is how it is.I have however seen several new threads with people like us with various problems.My cloud has now locked twice since, I have reported again, given screen shots and was promised a call back last Friday. Guess What!!!!

If only they would make a statement that we are all doing something wrong, or they have a problem with 20.3.10.

At least one of the moderators has been kind enough to get us a link back to S/W version 17.

Look forward again to your comments on their eventual call back.

Regards

Chris

Re: BT Cloud continually backing up

pddco — Mon, 27 Jul 2020 17:46:54 GMT

Good Evening

I’ve just rung BT.

They’ll call me tomorrow at around 5.30.

It seems they - the Cloud team - did try to call me today at the same time - 5.30. My phone was nearby, but as luck would have it I didn’t hear it ring. There was indeed a missed call from BT. Typical eh?

Sorry no further info yet.

Re: BT Cloud continually backing up

pddco — Thu, 30 Jul 2020 20:26:46 GMT

Hi. Thought I’d update you. The BTCloud technical team didn’t get back to me. On Wednesday I rang BT again. Explained the situation. They had of course all the call history. Apparently the issue had been closed without a call being made. I was not best pleased. The case has been reopened. This time tagged with a complaint. The BTCloud have upto 3 working days to respond and update on progress. So looking like Monday 3rd August before I’m likely to hear. It’s all rather frustrating and really not a great advertisement for BT caring about their customer. The front line team try their best to get things sorted but are let down by the 2nd Level support. BTCloud on my iPhone 11 / IOS 13 is still not working as it should.

Re: BT Cloud continually backing up

CD179 — Fri, 31 Jul 2020 08:17:08 GMT

pddco

Well done and thanks. Like you, I re- reported mine a week ago, and have not heard anything. I even sent screen shots to a BT persons e/m for him to pass on. I have a name. I will chase.

Chris

Re: BT Cloud continually backing up

CD179 — Fri, 31 Jul 2020 09:13:28 GMT

Morning All,

Just called the 08081006778 BT Cloud support number regarding my problem. Spoke to a guy called Denis who again was not a Cloud support person. I told him of my fault report, and he again said he was first line , and I needed to speak to the Cloud experts. He gave me their number. Surprise it was the one I was calling him on. My phone then went to ring tone for about 20 rings, and then to bleeps, meaning the call had cut off.

30 secs later my mobile, on which I was making the call rang, it was from 08003289383, general BT number and upon answer, it said. You were called from BT, we will call again if we need you.

Really **bleep** OFF, Moderarors please please do something for us.

Chris

Re: BT Cloud continually backing up

NeilO — Fri, 31 Jul 2020 10:18:30 GMT

Hi @Chris I'm so sorry you've been unable to reach the cloud team when calling, front line support should be referring this to the Cloud team for a callback and I apologise that isn't happening. I've raised the issue with the Cloud team but if you email the btcloud.support@bt.com team with your BT account details they'll get back to you.

Re: BT Cloud continually backing up

CD179 — Fri, 31 Jul 2020 12:53:48 GMT

Email sent today at 1:45 Friday the 31st we will see how long it takes for them to come back

Re: BT Cloud continually backing up

pddco — Fri, 31 Jul 2020 13:01:16 GMT

Thanks. Hopefully they’ll respond to one of us!

Paul