This topic

BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Sat, 03 Feb 2024 14:49:43 GMT

I’ve been a BT broadband customer since 2016; I migrated from BT to EE early December 2023 ever since I have not been able to access BT Cloud - I have spent 5hrs to date in Chats will BT help they’ve accepted that I’m entitled to BT Cloud but in their attempts to assist me they have deleted my BT ID & Although my Account Number has remained the same - now it appears when I attempt to login to BT ID my Account number is no longer recognised- Can someone please help me - without doubt BT’s handling of this matter has been nothing short of inept and woeful - please can anyone help me

Re: BT Cloud no longer works even though I’m eligible

imjolly — Sat, 03 Feb 2024 15:10:00 GMT

have you previously set up a BT cloud account?

From 26 October 2022 BT Cloud will no longer be offered to customers who take BT Broadband packages. For customers who have not already set up the service, the option to do so will no longer exist in MyBT. Existing BT Broadband customers who have already activated BT Cloud can continue to use it as they do today but will not be able to upgrade their storage.

Re: BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Sat, 03 Feb 2024 15:17:00 GMT

To Clarify I registered for BT Cloud years before October 2022 and I have been using it without any problems PRIOR to migrating from BT to EE in early December 2023 -I was assured BT Cloud would still be available for me after I’d moved but sadly this has NOT happened

Re: BT Cloud no longer works even though I’m eligible

Chris179 — Sat, 03 Feb 2024 17:38:23 GMT

I also have been having Cloud problems. Reported 15 Dec and after software upgrade a few days earlier have had problems.

Bt have passed to "off shore team" whatever that is but still no conclusion or answer as to the problem.

A moderator on here passed my case to BT , but all I received was another progress call next day.

My feeling is that the new software version has problems, and as it is not a product offered to new customers BT cannot give a toss. Why should they when they are handing the problem to EE.

I will keep trying, time to demand compensation.

Chris

Re: BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Sat, 03 Feb 2024 17:48:38 GMT

Hi Chris
Thanks for your empathy and honesty - I have spent over 5hrs in BT Chats trying to resolve this issue - frankly for a Communications Company they’re appalling thanks for your response although it doesn’t resolve my issue as you say it identifies a fundamental problem that BT are aware of but are seemingly reluctant to address and resolve - poor is an understatement

Re: BT Cloud no longer works even though I’m eligible

NeilO — Sat, 03 Feb 2024 18:30:30 GMT

@PB5_Cheshire I'm really sorry to see you're having problems accessing the BT cloud after migrating to New EE. This needs to go to a specialist BT Cloud team, I will send you a private message so you can get in touch with your details and the moderation team will raise a case with them.

Thanks
Neil

Re: BT Cloud no longer works even though I’m eligible

Ricky147 — Sun, 04 Feb 2024 23:55:16 GMT

Hi Neil,

I'm unable to view my BT Cloud but my files still seem to be syncing, please advise.

When i try to login to BT Cloud i get error MBB3-01.

Does and will BT Cloud still work and for how long ?

Thanks

Ricky

Re: BT Cloud no longer works even though I’m eligible

Chris179 — Mon, 05 Feb 2024 09:55:42 GMT

Hi Ricky

I had that code in late November, turned out it was a log in password/user error. It resolved its self after reporting fault.

Still have another fault on cloud still since 15 Dec.I think there is a big **bleep** up with latest software version.

Chris

Re: BT Cloud no longer works even though I’m eligible

Ian113 — Sun, 03 Mar 2024 22:26:59 GMT

Hi, I had problems along with many other people with the last software upgrade which took ages to resolve but once fixed it had been working ok but it seems to have stopped working again although looks like a different issue. Windows App last uploaded files 4 days ago and it shows syncing all the time even though its not showing any files uploaded, even though I have new and updated files saved. I logged in to the web client to check, which was ok but just get error message when trying to access any folders , says "technical issue try again later"

Re: BT Cloud no longer works even though I’m eligible

oldchap — Mon, 04 Mar 2024 12:02:31 GMT

Since I took the update to the app nothing is backing up from my iphone. Just shows on screen but nothing backs up (last success was the day before the update.

Tried restarting, even tried removing & reinstalling the app - now it shows 7046 items pending

Also I cannot view documents & files backed up previously.

Have done what was shown on screen, plugged in to charger, switched off auto lock & left app showing for over an hour, still no back up

Re: BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Mon, 04 Mar 2024 16:07:04 GMT

Hi Ian113,

Thank you for your response.However I believe the problems I have and continue to have with BT Cloud are directly attributable to me migrating from BT BB to EE BB in early December 2023; I have been with BT BB since 2016 and registered for BT Cloud Years before BT withdrew BT Cloud for Customers that registered post October 2022(?) - Immediately upon migrating to EE BB I was unable to access my BT Cloud Account Files Backups etc - in an attempt to resolve this situation I contacted BT Online Chat - unfortunately the BT person in the Chat cancelled my BT ID - this has subsequently added considerable difficulties frustration and unnecessary hours of wasted time to date to an already unacceptable situation. Sadly as we enter another month I am still awaiting for my situation to be resolved , life is stressful enough but to expect customers to be left in a state of protracted limbo is I believe unfair unreasonable and unacceptable

I wish you good luck and lots of stamina in your quest to resolve your current situation

Re: BT Cloud no longer works even though I’m eligible

oldchap — Tue, 05 Mar 2024 10:28:41 GMT

Well somehow all is working again, last night opened app & back up in progress watched as 7000 counted down. Now seems to be OK

Re: BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Wed, 20 Mar 2024 10:15:03 GMT

Hello Neil0 and RobbieMac
A quick update yesterday Tuesday 19 March after both your interventions I can confirm my BT Cloud has been fully restored 🤞🤞🤞many thanks your efforts are greatly appreciated
Many Thanks

Re: BT Cloud no longer works even though I’m eligible

DanielS — Wed, 20 Mar 2024 13:10:32 GMT

That is brilliant to see @PB5_Cheshire.

I'll make sure that they both know.

Thank you

DanielS

Re: BT Cloud no longer works even though I’m eligible

PB5_Cheshire — Wed, 20 Mar 2024 19:26:16 GMT

Hello DanielS,

Many thanks for taking your time to post such a kind considerate and enthusiastic comment I really appreciate your assurance that you’ll make sure that both NielO and RobbieMac are made fully aware that my issues have now been fully resolved.

have a good evening

Pb5_Cheshire