This topic

BT App Sorry something went wrong

peter1504 — Wed, 02 Oct 2024 16:46:30 GMT

I now receive this message when accessing my bills, usage, and other details via the app. I can access these fine via the website.

I have tried clearing the cache and data and uninstalling the app and reinstalling the app.

Can see this has been an issue with other users, but can't find a solution.

Many thanks

Peter

Re: BT App Sorry something went wrong

Leanne_T — Thu, 03 Oct 2024 07:58:05 GMT

Hi @peter1504

Thanks for coming to the community.

I am sorry you are unable to view your bills on the BT app.

Have you made any account changes since you last viewed the bills?

Can you log into your account using a web browser, can you view the bills or do you get the same error?

Speak soon 🙂

Leanne.

Re: BT App Sorry something went wrong

peter1504 — Thu, 03 Oct 2024 08:08:44 GMT

Hi Leanne

Thanks for replying.

I can login fine via the web browser, it is just via the app that I have these problems.

I have not made any account changes. I have just renewed my bt broadband and tv, but this problem started just before that.

Thank you

Peter

Re: BT App Sorry something went wrong

Leanne_T — Thu, 03 Oct 2024 08:13:11 GMT

Thanks so much for the quick reply @peter1504 and for confirming these details for me, you did mention you could view this via online, just wanted to check nothing had changed since you posted 🙂

Have you tried logging into the app on a different device to see if this works for you?

If the same happens, we would need to get this looked into for you. To do this, please get in touch with our technical support guides and they will help you with the app 🙂

Leanne.

Re: BT App Sorry something went wrong

peter1504 — Thu, 03 Oct 2024 10:09:26 GMT

Hi Leanne

Have tried the app on a different device, but the same outcome, so will try the technical support.

Many thanks Peter

Re: BT App Sorry something went wrong

Leanne_T — Thu, 03 Oct 2024 10:11:38 GMT

Thanks @peter1504

The team will be happy to help and get this looked into for you.

Please let me know how you get on 🙂

Leanne.

Re: BT App Sorry something went wrong

peter1504 — Wed, 09 Oct 2024 14:14:18 GMT

Hi Leanne

I spoke to the technical team last Thursday although they were unable to resolve the problem and referred this to the offline team under case ref INCO 1189757, but have not heard further and the problem continues when accessing details within the BT App. I can still access via the website. I have no contact details for the offline team so not sure if this is still being investigated. Peter

Re: BT App Sorry something went wrong

Leanne_T — Wed, 09 Oct 2024 15:34:40 GMT

Thanks for coming back to me @peter1504

Once the team have an update they will be in touch to let you know the outcome from the ticket that has been raised.

If you would like to get an update, please get back in touch and the team can check this for you.

Leanne.

Re: BT App Sorry something went wrong

WoodbridgePete — Thu, 10 Oct 2024 15:41:44 GMT

Yes, been getting the same problem for just over a week. From what I can see, the app has not been updated, so suspect something has been changed at the BT interface at their end

Re: BT App Sorry something went wrong

WoodbridgePete — Thu, 10 Oct 2024 15:44:34 GMT

I've used two devices and got the same result. Got a video of the problem if you want it

Re: BT App Sorry something went wrong

Michael_D — Fri, 11 Oct 2024 08:04:11 GMT

Hi @WoodbridgePete

Thanks for coming to the community.

Are you able to view your account through the website?

I know you mentioned it was happening on two devices but have you been able to try deleting the app and installing it again to see if that helps?

Michael

Re: BT App Sorry something went wrong

WoodbridgePete — Fri, 11 Oct 2024 08:58:06 GMT

Yes. I can view it via the website. I have deleted and reinstalled the app on devices, no better. Cleared cache and data as well

Re: BT App Sorry something went wrong

Michael_D — Fri, 11 Oct 2024 09:20:09 GMT

Thanks for trying @WoodbridgePete.

If it is still doing the same, please get in touch with our technical guides, and they can get it look at further and a ticket raised if needed.

Michael

Re: BT App Sorry something went wrong

peter1504 — Fri, 11 Oct 2024 09:54:21 GMT

Seems to be the same issue as I have and raised at the start of the thread. Did contact the technical team, and they raised a ticket for this, but no contact yet as to a resolution.

Re: BT App Sorry something went wrong

Michael_D — Fri, 11 Oct 2024 10:05:02 GMT

The team will get back to you as soon as they can @peter1504. If you have the ticket raised there will be a record on your account of this.

Michael

Re: BT App Sorry something went wrong

WoodbridgePete — Fri, 11 Oct 2024 13:20:02 GMT

Logged the issue with Technical, though the adviser I was in Chat with said no one else had reported the problem. Pointed him to this forum.

Not hopeful, as I offered to upload a video of the app failing and he said they don't have a means to do it

Re: BT App Sorry something went wrong

Christopher_G — Fri, 11 Oct 2024 14:48:50 GMT

Thanks for logging it with them, @WoodbridgePete

If they've taken a description of the issue, that should be enough to get it logged and looked into. Thanks for offering to send in the video clip though.

Chris

Re: BT App Sorry something went wrong

WoodbridgePete — Fri, 11 Oct 2024 14:55:46 GMT

I did manage to upload a video to YouTube and gave them the link to view. I've now taken down the video. It did provide info they hadn't appeared to understand in the initial chat.

Re: BT App Sorry something went wrong

peter1504 — Fri, 11 Oct 2024 15:39:19 GMT

If I receive any news relating to my earlier ticket on this issue, will add it here, although becoming less hopeful with the passing of time.

Re: BT App Sorry something went wrong

WoodbridgePete — Sun, 27 Oct 2024 18:35:08 GMT

BT says it's closing my complaint about the App as they haven't heard from me since 13/10. That was the day i replied to them to say I wanted the issue looked into, and there reply was that it would be pushed up the investigation chain and they would get back to me

Nowhere did they say I need to keep contacting them.

I'll be on the phone tomorrow to keep it open.

Cowboys