This topic

My BT app not working

hewinson78 — Wed, 12 Jul 2023 06:30:20 GMT

Please could anyone else tell me if they are struggling to login to My BT app? I sign in and it asks for passcode but then comes up with an error message saying ‘sorry we haven’t been able to log you in. Please try again’. I was on to Bt at weekend about it and they couldn’t resolve. Told me to login to bt hub manager to make changes to hub settings however changes to settings can only be made via app now. I need to change device access settings?

Re: My BT app not working

Les-Gibson — Wed, 12 Jul 2023 08:47:55 GMT

Changes to hub settings can still be made from a browser but what settings is it that you think might solve your problem? I can't think of any.

You don't say but presumably you are trying to run the My BT app on either an Android or Apple phone?
If Android then got into settings then Apps & Notifications/ Storage (clear data) and run it again, you will need to re-enter your account details and start again from scratch giving you a fresh start

Re: My BT app not working

hewinson78 — Wed, 12 Jul 2023 21:12:58 GMT

Hi I am using Apple iPhone and iPad to try to login. I change settings for Wi-Fi times on certain devices for parental purposes. I cannot figure out how to do this on the internet site or hub manager. All sites say needs to be done on the app. I have tried again and still not able to login

Re: My BT app not working

Les-Gibson — Wed, 12 Jul 2023 21:55:20 GMT

Now I understand.

I've never tried it but from what I can see you can set parental controls in MyBT online through a browser under the heading "Broadband Security" at Your broadband | My BT by clicking on the Manage button in the Broadband tile

Re: My BT app not working

hewinson78 — Wed, 12 Jul 2023 22:02:23 GMT

Hi no this doesn’t work. I have set up parental controls but it the ‘BT Wi-Fi control’ that I need and it says online that this can only be done via the my bt app. I need to be able to switch off Wi-Fi to certain devices at times.

Re: My BT app not working

JohnC2 — Thu, 13 Jul 2023 07:53:02 GMT

Hi @hewinson78, sorry you can't access the wifi controls on the MyBT app. Try an uninstall and reinstall of the app and see if that helps.
Cheers

John

Re: My BT app not working

licquorice — Thu, 13 Jul 2023 08:05:45 GMT

@hewinson78 you'll probably find the kids have changed the hub password to prevent you logging in and switching off their WiFi.

Factory reset the hub and change the password.

Re: My BT app not working

hewinson78 — Thu, 13 Jul 2023 18:32:00 GMT

Haha no it’s not that he wouldn’t have a clue and I can login to hub manager it’s just the app I can’t login to

Re: My BT app not working

hewinson78 — Thu, 13 Jul 2023 18:33:53 GMT

Hi thanks for the suggestion but I’ve tried that a number of times and it’s still not working

Re: My BT app not working

hewinson78 — Thu, 13 Jul 2023 18:37:09 GMT

Still not working - done that a few times thanks though

Re: My BT app not working

NeilO — Thu, 13 Jul 2023 18:54:14 GMT

Hi @hewinson78 Have you tried a password reset of your BT ID? Forgot login details (bt.com)

Thanks

Neil

Re: My BT app not working

hewinson78 — Fri, 14 Jul 2023 06:22:36 GMT

Yes I have tried that also a few times. I can login online it’s just the app that comes up with message saying ‘sorry not able to login. Please try again’ when I try again I get the circle of doom

Re: My BT app not working

NeilO — Fri, 14 Jul 2023 09:36:25 GMT

Hi @hewinson78 I'm sorry that hasn't worked, I'll send you a private message so you can send your details to the moderation team and we'll be happy to help.

Thanks

Neil

Re: My BT app not working

hewinson78 — Tue, 18 Jul 2023 20:00:06 GMT

Still not working!!! I’m getting really frustrated with this. Changes cannot be made in the hub manager anymore!! Anyone got any other suggestions as bt haven’t been in contact

Re: My BT app not working

DanielS — Wed, 19 Jul 2023 09:09:57 GMT

Good morning @hewinson78,

I am sorry that we haven't been able to get in touch with you here yet. There are a few more people ahead of you in our queue. You can call in if you wish however we will get to you as soon as we can.

Thank you
DanielS

Re: My BT app not working

RobbieMac — Thu, 20 Jul 2023 11:16:03 GMT

Hi @hewinson78

Thank you for sending over your details.

I am sorry for the problems you've experienced logging into the MyBT app. I picked up your complaint this morning and I can see there is a case already being managed by my colleague. They have sent this off to get the issue resolved for you and have it scheduled in give you a shout again tomorrow.

I am confident that the complaint is where it needs to be for the issue to be fixed. Therefore, no action is needed from our side. I have went ahead and updated the complaint to record your contact from the community also.

Feel free to keep us posted how this goes.

All the best,

Robbie

Re: My BT app not working

hewinson78 — Mon, 24 Jul 2023 21:03:47 GMT

Can I check where this is up to as the app still isn’t working?

Re: My BT app not working

Markandshelly — Fri, 18 Aug 2023 09:42:11 GMT

I am having the same problem with my iPhone 8. Been on to BT tech man for ages and cannot resolve. Did u find a solution?

Re: My BT app not working

hewinson78 — Fri, 18 Aug 2023 20:56:57 GMT

Hi unfortunately not they are still trying to find a solution

Re: My BT app not working

Markandshelly — Fri, 18 Aug 2023 21:14:49 GMT

Thanks. Me too