This topic

Re: BT Cloud 22.12.33 not working

Ian113 — Mon, 20 Nov 2023 12:43:30 GMT

Hi all, sorry for the long message, hope it helps

Dave from BT Cloud team contacted me, I confirmed that I had tried uninstall, reboot,reinstall (done several times and no change) also deleted BT Cloud folders, asked me to activate logging and they would get back to me unfortunately missed this call back. I checked logs and it seems failure was due to a corruption, it was trying to back up a file version it had already backed up. Tried deleting file from cloud and moved to non backed up folder on laptop but still failing. Email from Cloud team suggested uninstalling and then deleting BT Cloud App Data and Publisher folders, reboot and reinstall, this time I got a log in to BT Cloud screen but entering BT id / password got another error. Rebooted laptop tried again, this time it logged in and I had to set up all the folders to back up , luckily had saved a screen shot when it first broke. It now seems to be backing up files again though after a few hours some files still had not updated. Looks like it maybe checking all folders and files, so will check again later.
Also when logging into BT Cloud web page still get error message UN01 selected "sign in" from drop down "v" failed again but a few more clicks on "sign in" finally let me in

Re: BT Cloud 22.12.33 not working

User12345 — Wed, 22 Nov 2023 14:47:07 GMT

Hi @NeilO

Can I have access to BTCloud version 22.12.11 if this will provide an interim solution to the outage issue.

The solutions thus far do not work; I have been concentrating on browser access and will try this old version if provided.

Please advise, many thanks

Re: BT Cloud 22.12.33 not working

NeilO — Wed, 22 Nov 2023 16:58:53 GMT

Hi Everyone,

Please accept my apologies for the problems you're experiencing with the BT Cloud service at the moment. Please be assured that the Cloud team are looking into this and as soon as we have any updates we will post back here.

I've merged the two threads to make this easier to follow and keep all the reports in one place.

Thanks

Neil

Re: BT Cloud 22.12.33 not working

Stuey_Brown — Wed, 22 Nov 2023 18:34:10 GMT

@NeilO

What's the compensation we should expect here? I assume I'm within my rights to cancel my contract without charge given the inability to deliver this service? It's a production outage of a live end user service. Akin to losing any of the other services that BT provide, TV, Broadband, Phone etc. This feels distinctly 2nd class. BT should be fixing this in hours, not days or weeks. It's deplorable.

Regards,

Stuart

Re: BT Cloud 22.12.33 not working

Ian1157 — Wed, 22 Nov 2023 18:47:23 GMT

I emailed a complaint to BT about this yesterday. No response from them so far. The link to complain can be found on their webpage if anyone wants to use it.

Re: BT Cloud 22.12.33 not working

staker — Wed, 22 Nov 2023 19:13:36 GMT

How much longer will it take to resolve this problem? This really shouldn't be happening in a big company..... especially a tech one

Re: BT Cloud 22.12.33 not working

str8chat — Thu, 23 Nov 2023 00:41:19 GMT

BT Cloud seems to have a continual rolling sequence of problems, and has done for several years. When I first installed it it was on a Windows 8.1 PC. That worked fine for some months, and then a new version of the App came out and that PC would no longer work even after uninstalling and reinstalling the App.

I had another Windows 8.1 PC on which I installed that new version. That worked for a few months and then another update stopped it working. On this occasion is coincided with an update that Microsoft made to Windows so I was unable to establish whether it was Windows or the App that caused the failure.

As I had plenty of disk space in this second PC, and Windows 10 had got through its initial bugfest, I dual booted that PC with 8.1 and 10 and the Windows 10 system worked with the particular version of the App at that time. However, after a few more months and another update to the App the Windows 10 installation showed the same problems.

I had another Windows 10 PC which I tried and that went through a similar phase of working and then not working.

Next I did a complete reinstall of Windows 8.1 on my oldest PC that wouldn't run Windows 10. The current version of the App at that time worked on that system for a while.

Unfortunately, I am now running low on PCs on which to try it. I have a Windows 11 PC, that I might try, but I am not impressed with the reliability of BT Cloud as an ongoing service.

Fortunately, I don't use BT Cloud as a daily service, but with the reasonably large storage capacity included with my broadband package, I use the Cloud as an offsite archive for my photos and family videos and various relatively low security data storage in case of fire or theft at home. High security information such as bank details etc I carry around in encrypted form in a pendrive in my key case as well as keeping copies in a couple of safes.

Re: BT Cloud 22.12.33 not working

bucketbot1 — Thu, 23 Nov 2023 07:38:00 GMT

Same issue here over several days.

Been using Windows 11 with it for well over a year and all has worked fine until a few days ago so cannot be windows 11.

Also it makes no difference which platform I use. Same result-no access.

Surely there is another issue here as the entire contents of my laptop is backed up on BT Cloud and I now cant view or access it so surely there is a GDPR issue here??

Re: BT Cloud 22.12.33 not working

VKB — Thu, 23 Nov 2023 14:15:03 GMT

@NeilO

Is there any update on this please? It's actually an urgent issue for those of us who use this in their work everyday.

Thanks

Re: BT Cloud 22.12.33 not working

staker — Thu, 23 Nov 2023 21:42:59 GMT

Hi NeilO

Whilst I appreciate your apology for the ongoing problems we're not getting any feedback as to what the tech people think the problem is or how long they think it's going to take to put it right.

We're customers of BT because we trust that we are getting a good product with good aftercare and we're trusting you with documents that we might need daily access to. For me BT Cloud hasn't been available for over a week, surely your engineers are capable enough to have made real progress to getting this fixed.

Please, just let us know what happening, keep us updated, it's the not knowing that is the worst bit.

Thanks.

Re: BT Cloud 22.12.33 not working

Ian1157 — Thu, 23 Nov 2023 22:21:48 GMT

Totally agree with what you say. Some feedback on progress to rectify the problem would be welcome. Not very good PR on their part.

Re: BT Cloud 22.12.33 not working

Ian1157 — Sat, 25 Nov 2023 07:31:50 GMT

I’ve cleared the cache but didn’t make any difference for me. Hopefully BT will contact me with a solution.

Re: BT Cloud 22.12.33 not working

bucketbot1 — Sat, 25 Nov 2023 08:32:05 GMT

Likewise however as the same problem persists across any platform used, browser or mobile I fail to see how clealring the windows cache can be a solution!

Re: BT Cloud 22.12.33 not working

Brad47 — Sat, 25 Nov 2023 13:53:02 GMT

Still not working on Android or Desktop .

25.11.23

This is really poor from BT.

Re: BT Cloud 22.12.33 not working

staker — Sat, 25 Nov 2023 15:57:40 GMT

The service may be poorer than you think.

I was speaking today to a senior IT advisor in the BT Exeter office. I was speaking to her about another matter but asked her if she could register a complaint regarding BT Cloud, which has been down for about a month with no sign of the problem getting remedied.

Her response was that it wasn't something she would get involved with, but her understanding (after speaking to her manager) was that BT Cloud has not been offered to new customers for quite a while because of insurmountable problems and BT Cloud has now been closed down completely and nothing will be retrievable. She asked if I had received any notification (No), she will try to find out on what date is was closed, and if she does she will email me.

The question I'd like to put to @NeilO

is, has he heard anything similar to what I've been told. I certainly have received no notification that BT will/may be closed but I haven't been able to access my files for about 3 weeks. Stuey_Brown asked about what compensation would be payable, but how do you put a value on a a life time of memories? I look forward hearing from you.

Regards

staker

Re: BT Cloud 22.12.33 not working

DavidM — Sat, 25 Nov 2023 16:07:50 GMT

Hi @staker and thanks for posting.

I'm sorry for any misunderstanding with your cloud service. We are aware of this issue and are actively investigating. We don't offer cloud to new customers but we will of course continue to support existing cloud customers.

Getting started with BT Cloud | BT Help

'BT Cloud was only available to customers who took BT Broadband and registered for the Cloud service before 26 October 2022.'

Cheers

David

Re: BT Cloud 22.12.33 not working

bucketbot1 — Sun, 26 Nov 2023 08:30:14 GMT

No doubt a pack of lies from BT as is prevelant in corporations and government alike these days!

Not holding my breath waiting to ever see it up and running again. 😏

Re: BT Cloud 22.12.33 not working

bucketbot1 — Sun, 26 Nov 2023 08:31:43 GMT

No doubt a pack of lies from BT as is prevelant in corporations and government alike these days!

Not holding my breath waiting to ever see it up and running again. 😏

THis is more likley the truth:

"BT Cloud has now been closed down completely and nothing will be retrievable."

Re: BT Cloud 22.12.33 not working

DavidM — Sun, 26 Nov 2023 09:38:36 GMT

I'm sorry you feel that way @bucketbot1 .

Your data is safe. We're continuing to work through this issue and will update as soon as we have anything to share.

Cheers

David

Re: BT Cloud 22.12.33 not working

Max5 — Sun, 26 Nov 2023 10:16:10 GMT

@DavidM

With respect - but stop saying "sorry" and "apologizing" - we are fed up with this.

Do your job - fix the problem which you are aware of for ages.