This topic

Activating BT Cloud

mhoam — Thu, 04 Nov 2021 09:54:45 GMT

As a new BT customer, I tried to "Activate" BT Cloud on my account a couple of days ago. When I pressed the Activate button, after a few minutes the screen displayed a message saying this would take some time and to try later.

The "Activate" button on my Product management page is still live but if I try to activate again, the page throws me back to the main "MyBT" account page immediately.

The Windows Desktop client shows me this error when I try to login;-

"We've encountered an error. (Error Code: 1008)"

The Cloud Web page states I am ineligible and shows error code "UN2" when I try to login.

The iOS app shows an error when I try to login; "We're having trouble connecting to BT Cloud" with the option to "Try again" which takes me back to the "get started" page.

Has anyone got any ideas as to how I can reset or start again as the Cloud function has clearly failed to activate on my account?

Thanks

Re: Activating BT Cloud

scotleag — Thu, 04 Nov 2021 11:25:12 GMT

I have exactly the same issue. Joined BT last Friday. I received an identical message to try later when I first tried to activate BT Cloud. After that every attempt to activate sees me return to the 'My BT' page with the same error code. I'm using Mac OS so it's clearly not an OS issue and having tried on three browsers it's nothing to do with that either. It's actually a relief to see someone else in same circumstances with same problem as at least now I know it's not me doing something wrong.

I contacted LiveChat and was told it was beyond them and I had to phone BT. When I rang I was told it was beyond them and needed to be passed on to the BT Cloud team who would contact me later that day. 24 hours on and I've heard nothing.

I've registered here in the hope that maybe others have experienced this in the past and may be able to offer advice on how to rectify it.

Re: Activating BT Cloud

mhoam — Thu, 04 Nov 2021 11:36:56 GMT

Hi,

Good to know there at least two of us struggling 😡

Any chance of a BT employee responding? I’m not holding my breath!

Re: Activating BT Cloud

JohnC2 — Thu, 04 Nov 2021 14:46:47 GMT

Hi @scotleag and @mhoam, sorry that you are unable to get the Cloud activated. I've sent you both a Private Message so you can get in touch with us and we'll get the Cloud team to get this fixed for you.

cheers

John

Re: Activating BT Cloud

scotleag — Thu, 04 Nov 2021 20:57:33 GMT

Thank you John. Have read PM and responded.

Re: Activating BT Cloud

PaddyB — Fri, 05 Nov 2021 14:25:01 GMT

Hi @mhoam,

Thank you for sending in your details and for taking my calls today. I'm sorry if you had difficulties activating Parental Controls. I've run a few checks at my end and it looks like the activation request was stuck "pending". We've activated it at our end.

I've also raised a case with the Cloud team to have this checked. If you could please try logging into your BT Cloud over the weekend and let me know if the issue has been resolved?

Thanks,

Paddy

Re: Activating BT Cloud

mhoam — Fri, 05 Nov 2021 14:27:01 GMT

yes, just to be clear, it is BT Cloud, NOT Parental Controls I am trying to activate. I guess that is a typo?

Re: Activating BT Cloud

PaddyB — Fri, 05 Nov 2021 14:33:59 GMT

Hi @mhoam,

Oops, yes that was a typo, my apologies.

Thanks,

Paddy

Re: Activating BT Cloud

PaddyB — Fri, 05 Nov 2021 15:12:06 GMT

Hi @scotleag,

Thank you for taking my call today. I've reported this to my colleagues in the Cloud team and I'll get back to you as soon as I have an update.

Thanks,

Paddy

Re: Activating BT Cloud

scotleag — Fri, 05 Nov 2021 15:55:09 GMT

Thanks Paddy

Re: Activating BT Cloud

PaddyB — Fri, 05 Nov 2021 19:02:10 GMT

Hi @mhoam and @scotleag,

We've made a few changes which should have fixed things. Please can you try signing into the BT Cloud using the link https://btcloud.bt.com/

Please can you give that a try and post back and let me know if that's been successful?

Thanks,

Paddy

Re: Activating BT Cloud

mhoam — Fri, 05 Nov 2021 19:30:00 GMT

Paddy,
Sorry, still not working☹️
The iOS app says “Having trouble connecting to BT Cloud”, the Retry option just throws me back to the Start page.
I can’t try the web page as that link forces me to use the app on both my iPhone and iPad, also tried to type the URL directly but it detects mobile and forces me into the app!

Re: Activating BT Cloud

mhoam — Fri, 05 Nov 2021 19:32:42 GMT

Hi @scotleag,

just a thought, have you just migrated from PlusNet, like me?

As PN are a division of BT, this could have messed up the Cloud Activation, possibly 😄

cheers

Re: Activating BT Cloud

scotleag — Fri, 05 Nov 2021 23:30:20 GMT

Afraid not. This is the message I received. I have done everything suggested but the response is still the same

This site can’t be reached
home.bt.com unexpectedly closed the connection.

Try:
Checking the connection
Checking the proxy and the firewall
ERR_CONNECTION_CLOSED
Check your internet connection.
Check any cables and reboot any routers, modems, or other network devices you may be using.

Allow Opera to access the network in your firewall or antivirus settings.
If it is already listed as a program allowed to access the network, try removing it from the list and adding it again.

If you use a proxy server…
Check your proxy settings or contact your network administrator to make sure the proxy server is working. If you don't believe you should be using a proxy server: Go to Applications > System Preferences > Network > Advanced > Proxies and deselect any proxies that have been selected.

Re: Activating BT Cloud

scotleag — Fri, 05 Nov 2021 23:31:02 GMT

No I haven't come across from PlusNet

Re: Activating BT Cloud

scotleag — Fri, 05 Nov 2021 23:37:50 GMT

I tried on another browser and still can't access but with a different message.

It doesn't look like you're eligible for BT Cloud on this BT ID. Please check you're logging in using the primary BT ID for your BT broadband account If you need further assistance, please contact us at bt.com/help/contact Error code UN2

Needless to say I am using the primary - and only - BT user ID

Re: Activating BT Cloud

scotleag — Fri, 05 Nov 2021 23:41:57 GMT

And a similar message to that last one on a third browser.

I should add that while error code UN2 appears on the page, the address bar contains the original error code 1008

https://btcloud.bt.com/web/app/public#/error?errorCode=1008

Re: Activating BT Cloud

scotleag — Sat, 06 Nov 2021 01:47:46 GMT

Now here's a funny thing. Instead of going by the link I logged in to my account and this time the status read 'manage cloud' rather than 'activate.' That's the good news. The bad is that when I tried to I got a 'something has gone wrong' message.

Re: Activating BT Cloud

mhoam — Sat, 06 Nov 2021 08:51:39 GMT

Hi @scotleag

Yes, that is exactly where I have reached☹️

I’m struggling to understand why we appear to be the only two customers affected. Unless, of course, all new BT customers n not Activate the Cloud but don’t care!

Hopefully it will get resolved early next week

cheers

Re: Activating BT Cloud

DanielS — Sat, 06 Nov 2021 09:41:58 GMT

Hi @mhoam & @scotleag,

Thanks for getting back to us.

@PaddyB will be in the office later this afternoon. I will speak with him about this. To give you both an idea of what's happening, your BT Cloud service was stuck in a pending state which basically meant that it didn't fully activate. We were able to update that part ourselves which is why you can now both see the manage area. However, our developers must not have received the instruction to activate your BT Cloud service at their end. We will contact them to see if they can update their end for us. With it being the weekend, it can take them a few working days to come back to us. We will update you both individually as they get back to us.

Thanks
DanielS