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Errors trying to install BT protect on new device

sheilawm — Thu, 01 Aug 2024 10:26:37 GMT

When trying to install BT protect on new device getting a "server error" message

Tried to login to manage from MYBT from another device to check but getting the same error message when I click "manage" button

Any clues?

NeilO — Thu, 01 Aug 2024 11:06:06 GMT

Hi @sheilawm I'm sorry about that, there is a known issue and a fix is being worked on.

If you re-attempt and select the 'X' in the top right hand corner when asked to add a phone number it should work.

Thanks

Neil

sheilawm — Thu, 01 Aug 2024 11:41:03 GMT

Thanks for the advice but I don't get a request to add a phone number or have an x anywhere on screen?

It fails straight away when I either put in the account details on the new device or click the manage button for BT Virus Protect in MYBT

Also tried reinstalling on device

Any update on fix time for the issue?

NeilO — Thu, 01 Aug 2024 11:55:43 GMT

@sheilawm I'm sorry about that, it's estimated the fix should be implemented this afternoon.

Neil

sheilawm — Thu, 01 Aug 2024 12:13:30 GMT

Thanks @NeilO

Will leave it for today to give them chance to hopefully complete the fix

sheilawm — Fri, 02 Aug 2024 15:03:33 GMT

This still isn't working still getting the same error message do I assume the fix didn't work or wasn't implemented? Or not related to my issue

I can supply the full error message if your ASG think it would be helpful