This topic

My BT Android App

ArenaBrit — Thu, 29 Jul 2021 06:44:37 GMT

Hi , For the last 10 days when I enter my details in the My BT Android app, I just get the message "Sorry, something went wrong. Please try again." Screengrab attached. I've tried clearing the cache, deleting and re-installing the app, but nothing works. I know I'm using the correct username and password as I can login online to My BT or to the BT Sport app with those details with no issues. Anyone have any ideas as to how to reset the app so it works?

Re: My BT Android App

gg30340 — Thu, 29 Jul 2021 07:51:05 GMT

Try contacting the app developers who may be able to help.

my.bt.app.support@bt.com

Re: My BT Android App

Sargie — Sun, 08 Aug 2021 07:09:05 GMT

Hi,

I am seeing the same problem. Contacting App support by email gets the following reply:

Thanks for emailing my.bt.app.support@bt.com.

We read these emails and use your feedback to improve customer experience when using BT apps. However, we won’t be able to respond respond from this mailbox.

If you need help or want to report a problem with a BT app please follow the simple steps below:

· Check you have the latest version of the app. You can do this by checking for updates in the App Store or Google Play Store on your device.

· If you still need our help after this, go to BT Community for support here: https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/bd-p/BBOut

· Or if you have any other query about your BT service, you can contact us here: bt.com/help/contact-us#/home

Re: My BT Android App

NeilO — Sun, 08 Aug 2021 08:08:49 GMT

Hi @ArenaBrit and @Sargie I'm really sorry your BT ID details are not being accepted by the app. Did this happen after a recent update to the app?

As you've both tried all the basic checks you can from your side, I'll send you both a private message to get in touch with the moderation team and we'll report a fault to get this investigated.

You'll find the private message by clicking on the envelope in the top right of the community website.

Thanks
Neil

Re: My BT Android App

Sargie — Tue, 10 Aug 2021 14:04:49 GMT

Hi again,

Still having problems logging into the My BT app. Quick question... Has there been some kind of upgrade to the app in the last 10 days?

Best regards,

David

Re: My BT Android App

JohnC2 — Fri, 13 Aug 2021 10:08:01 GMT

Hi @Sargie and @ArenaBrit, the MyBT app team believes that they have fixed this issue. Would you please try to log in and post back and let me know how you get on?

cheers

John

Re: My BT Android App

PaddyB — Fri, 13 Aug 2021 12:00:29 GMT

Hi @Sargie,

Thank you for taking my call today. I was happy to hear that the App is back working for you. Please once again accept my apology for the delay in getting this fixed.

Thanks,

Paddy

Re: My BT Android App

ArenaBrit — Fri, 13 Aug 2021 14:34:33 GMT

Hello John....Yes - it's now fixed. Thank you.

Re: My BT Android App

JohnC2 — Fri, 13 Aug 2021 14:47:51 GMT

Hi @ArenaBrit, thanks for checking that and posting back, and once again thank you for highlighting the problem so we could get it investigated and fixed 🙂

Cheers

John

Re: My BT Android App

busylizzie76 — Fri, 13 Aug 2021 17:28:56 GMT

I am having this problem on an apple device - is there a fix for this please?

Re: My BT Android App

Anttix — Wed, 08 Sep 2021 18:51:05 GMT

Would like to add a 'me too' to this as of this afternoon. Still won't log me in.

Re: My BT Android App

Darkson — Fri, 10 Sep 2021 14:34:52 GMT

+1 to this problem.

Re: My BT Android App

DMGH — Fri, 10 Sep 2021 16:14:22 GMT

Hi im having issues with logging into my bt app tried uninstall and everything else that other people have tried but no luck . Getting same message something when wrong please try later . Please can you help me !

Re: My BT Android App

DMGH — Fri, 10 Sep 2021 16:18:38 GMT

Hi is anybody else having trouble logging into my bt app ? I've tried uninstall and cleared cache but still no luck . Anyone got any ideas how to resolve this issue please.

Re: My BT Android App

Anttix — Sat, 11 Sep 2021 12:14:13 GMT

Just updated to the latest version of the app. No change.

Re: My BT Android App

DMGH — Sat, 11 Sep 2021 12:39:29 GMT

hi are you having trouble signing into the app ?

Re: My BT Android App

Anttix — Sat, 11 Sep 2021 13:06:56 GMT

Yup. Finger print accepted, then nothing...

Re: My BT Android App

HayleyC — Sun, 12 Sep 2021 22:59:50 GMT

I'm having the same problem too. Which is annoying, as I need to access the app to implement a fix that BT executive customer resolutions have asked me to try. I am at the end of my tether with the poor service from BT. Luckily for me, it's OK that my broadband and now the My BT app aren't working. My contract us up very soon, and I'm not feeling inspired to give them another 24 months of my money 🙈

Re: My BT Android App

NeilO — Mon, 13 Sep 2021 08:39:26 GMT

@Anttix @DMGH @HayleyC I'm really sorry to see you're all having problems logging into the My BT app. We'd like to help you get this sorted and I'll send you all a private message so you can send your details over to the moderation team.

You'll get the private message by clicking on the envelope in the top right of the community forum.

Thanks

Neil

Re: My BT Android App

DMGH — Mon, 13 Sep 2021 08:58:22 GMT

Hi Neil0
Thanks for getting back to me BT
Are supposley looking into this for me . I contacted them through there FB page . Hope someone will be back in contacted with me today.