This topic

My BT won't show usage

Edmund — Wed, 22 May 2024 09:06:09 GMT

My wife's My BT app has stopped showing usage. On the 'home' page it says "Sorry we can't show your mobile usage at the moment. Please try again later.

And, if she selects the Usage icon at the bottom of the screen, it says "Fetching the Authorisation Token . . . Please wait for a moment . . .
That 'moment' lasts for ever. It never comes up.

This has been happening for about a week.

To be clear, we share a BT account and all of this works fine in MY BT on my phone.

We have tried removing and re-installing the app twice. Have also cleared the cache and data on the phone.

Her phone is a Motorola Moto G(50)

When checking all this out, I also tried usage by logging into BT on my laptop . This works, but, both this and my phone app, sometimes flash up the "Fetching the Authorisation Token " message momentarily before moving on.

Any thoughts would help please otherwise I'm going to have to get her a new phone.

Re: My BT won't show usage

Edmund — Fri, 24 May 2024 08:26:17 GMT

This has worsened.

I now have the same fault. (Please read my original posting for details.)

My app (My BT for Android) updated to V. 8.50.0 this morning and I now have the same problem.

I'm really hoping an expert on here will pick up on this and get it sorted. Otherwise I'm looking at hours of mostly fruitless telephone time trying to get through to someone in BT who gets it.

And make no mistake - this is going to spread. My phone is a Galaxy A35 and I predict this can happen to anyone as the app is updated on thier phone.

Screenshots attached.

Re: My BT won't show usage

Colin_London — Fri, 24 May 2024 15:37:13 GMT

This has been mentioned numerous times and mods are not commenting, so I don’t expect this is going to get fixed. BT consumer is in a rather graceless state of decay now.

Re: My BT won't show usage

Edmund — Fri, 24 May 2024 15:44:22 GMT

Hi Colin,

Yes, I've just been finding some of the other postings. This is going to spread if they don't fix it.

Not good.

Re: My BT won't show usage

GarryW — Mon, 27 May 2024 18:00:34 GMT

I have also got this issue, rang BT today - only a few mins for them to answer. They have said they are aware of the issue and as of yet have not found a resolution. I use a one plus 7 pro. I also had the same problem on MacBook Air, managed to get it working via Safari settings and changing a few things in there. I hope they resolve it soon. Good luck with yours.

I saw that a MOD DavidM - was looking into it, but no one has said they have had a positive result as yet.

Re: My BT won't show usage

Edmund — Tue, 28 May 2024 09:26:21 GMT

Well done Garry - that's encouraging. As far as the app's concerned, I'll be looking for a version update ASAP.

Re: My BT won't show usage

HHGTTG — Tue, 28 May 2024 10:12:33 GMT

Apps have got a lot to answer for as there are some good ones and some dire ones.

Re: My BT won't show usage

PatF — Mon, 01 Jul 2024 10:16:38 GMT

Hi Edmund, thanks for this thread. I've the same problem for weeks now and was about to put in a complaint to BT.

However, I decided to uninstall and re-install the app, just for the heck of it 😉 - to my amazement, it actually worked and my mobile usage is now showing! (I've checked 3 times and all good.)

My phone is a Galaxy Z Flip4 on Android version 14.

Good luck with getting yours sorted.

Re: My BT won't show usage

Edmund — Thu, 04 Jul 2024 09:27:15 GMT

Well done you.

Would you please confirm what version of the app you now have.

By the way, this problem also happens if I go to BT.com in a web browser on my mobile, ie not using the My BT app. So I'm wondering if it's more than just an app problem - or perhaps some issue with Android.

I'm now thinking of complaining to BT, tellling them that if I go over my allowance I won't know and won't expect to pay for it 🙂

Re: My BT won't show usage

piglet22 — Thu, 04 Jul 2024 09:50:21 GMT

Can you confirm what version of the phone app you are using?

This dogs dinner of an app and web browser version hasn't been working for a while now.

My phone version is 8.50.2 running on Android.

There are several other long threads on this topic.

I don't think fixing it is going to be as simple as uninstalling and reinstalling. If the app has a bug in it, it will probably reappear.

Besides, so far, BT has done little to fix it or offer any help. It didn't stop them adding that irritating advert for EE popping up.

Re: My BT won't show usage

piglet22 — Thu, 04 Jul 2024 10:04:57 GMT

So if you posted this at the end of May 2024 and on 4th July 2024 it's still not working (phone or browser), then it's taking a long time to fix.

I had a call from BT complaints yesterday and got the distinct impression that they didn't know much about it. Or weren't letting on.

I've been promised an answer next week (w/c 8th July 2024).

You can get it to work (version 8.50.2 Android) and I was able to see detailed usage with day to day usage, but it was for an old charging period. Try the same in the current period and it doesn't work.

Just error messages like usage not available.

BT are going to be in a difficult situation if users can't see their usage, go over their limit and refuse to pay any additional charges.

All the other utilities, water, electricity, gas are obliged to provide meters so that customers can check their usage. With BT and no physical meter, it's all the more important that they provide a reliable online meter.

Re: My BT won't show usage

PatF — Thu, 04 Jul 2024 14:46:47 GMT

The app is version 8.50.2

It's gone back to not showing my usage 😒 but it's my billing day so maybe it'll be better tomorrow.

I do wonder it they're pushing everyone to use an unlimited data package, so they don't have the bother of keeping a total of our usage...

Re: My BT won't show usage

piglet22 — Thu, 04 Jul 2024 14:56:33 GMT

Yes, it's quite likely to show previous months data, but that's not much use of you are close to the limit at the end of the charging period.

There's plenty of adverts around and on the app itself pushing EE, so maybe the days of limited data SIM cards are drawing to a close.

BT are certainly not rushing to fix this problem.

I might know a bit more next week.

Re: My BT won't show usage

PatF — Fri, 05 Jul 2024 09:17:23 GMT

@piglet22I uninstalled/reinstalled the app, yet again 🙄 and it does seem to be showing up-to-date usage for me - how long this will last, who knows...

Using same version as you, 8.50.2 on Android.

You're right, it's appalling that they're keeping people in the dark re usage - it's almost as if they WANT people to go over their limit 🤔

Re: My BT won't show usage

piglet22 — Fri, 05 Jul 2024 09:40:46 GMT

@PatF

Good luck with that. You shouldn't have to be installing and re-installing. A company the size of BT with all its resources shouldn't be putting out stuff like this.

I'm in conversation with them and it's as though they know nothing about it. When it is widely reported on the BT Community Forum, their line is is that they only deal with individual complaints. So there might be hundreds of customers with this same problem, but if they don't complain, then chat on the forum counts for nothing.

Some progress is being made officially, and the exact point where the phone app and browser version fail has been identified. It has involved quite a lot of time so far.

One bit of advice I had from HMRC and their app that had login problems, was not to log out of the app.

This seems contrary to common sense, but that was their official line.

Re: My BT won't show usage

piglet22 — Fri, 05 Jul 2024 14:33:52 GMT

@PatF

I just had another look at this.

In the web browser (Google Chrome), I had a page with the "Fetching authorisation token...." which had been blocking the current daily usage details showing up.

I refreshed the page and noticed on the URL line (top of page), a notice briefly showed with "popup blocked".

This had been suggested before, but I never saw the popup notice.

I clicked on the small icon where the notice had been and there you get an option to block or allow popups from BT.com.

After some faffing around, the "fetching....." disappeared and the mobile usage page appeared with the first two days of the current charging period (started 03-Juy-2024).

Whether or not this is a fix, I don't know, and so far it only works for the web browser. I presume you can do something similar for the phone app.

If it really is that simple, why haven't BT mentioned it?

Re: My BT won't show usage

PatF — Fri, 05 Jul 2024 17:49:57 GMT

@piglet22 I confess, I had never realised that I could check my mobile data usage on my laptop! Just figured out how to do it and, lo & behold, they both tally - which is slightly reassuring 😉
But yes, as you say, it's such a faff and that "Fetching the authorisation... blah blah" is beyond annoying 😩
If it continues for much longer, I'll put in a complaint and then, I guess, moving away from BT, sadly.

Re: My BT won't show usage

piglet22 — Sat, 06 Jul 2024 10:43:42 GMT

A bit more progress.

Tried the Chrome web browser on the phone and after some errors like "bad request" and a lot of navigating, I did manage to see the mobile data usage on the phone.

The BT app is still not working with the usage feature.

On the browser, the popup blocked still appeared.

At this point, using a web browser on the phone is not a fix for the BT app. I couldn't see anything in the BT app settings for blocking/allowing popups which seem to be the key to all this.

It will be interesting to hear what they have to say next week.

Re: My BT won't show usage

PatF — Wed, 10 Jul 2024 08:31:43 GMT

@piglet22 Any joy from BT?

Re: My BT won't show usage

piglet22 — Wed, 10 Jul 2024 08:47:20 GMT

@PatF

They phoned me but cut the call off before I could speak to them.

They are calling again tomorrow.

I gets more intriguing.

I haven't got the phone app to work, but have got the web browser version to work by allowing popups for BT.

Unfortunately, it only works a couple of days then stops.

It's a lot easier to find popup settings on the web browser (PC) version than on a mobile phone.

I'm not going to let them off the hook because this is of their making. If you have a data usage limit, you have every right to see your detailed usage. The difference is that you can read the electrity meter but you can't read the data usage meter. That's BT's job.