This topic

My BT App Issue

northshields — Wed, 22 Jan 2025 17:15:10 GMT

Just wondering if there has been an update for the MyBT app for Ipads.

In my case, the app now works perfectly except that if I go to "Your wifi network" the app says that it is not connected to the router. This is obviously wrong as it can carry out all other tasks including the speed test.

Has anyone else noticed this behaviour?

Re: My BT App Issue

Michael_D — Thu, 23 Jan 2025 08:25:26 GMT

Hi @northshields

Thanks for coming to the community.

There has been a couple of updates to the iPad version of the app in the past couple of weeks, with 8.52.0 a fortnight ago and 8.53.0 last week.

Can you try to delete the app and install it again to see if the connection to the router changes?

Michael

Re: My BT App Issue

northshields — Thu, 23 Jan 2025 10:45:34 GMT

Michael_D

Thank you for that. I have followed your advice but am still getting exactly the same problem. In particular, the App is clearly connected to my system as it can carry out the speed test or tell me about upgrade offers or details of my landline usage without any problem, but when I try to check on my wifi network, it says it cannot connect.

It is running version 8.53.

Re: My BT App Issue

Michael_D — Thu, 23 Jan 2025 10:58:44 GMT

Thanks for trying @northshields.

It is definitely on the latest version of the app, so we can rule out there being a newer one.

Do you have the app on a phone as well at all? It is just to check if the same thing happens if that is up to date?

Michael

Re: My BT App Issue

northshields — Thu, 23 Jan 2025 11:06:53 GMT

Michael,

That is an interesting point. I have the app on my android phone and get exactly the same thing happening. In the case of the phone the version number is 9.2

Re: My BT App Issue

Michael_D — Thu, 23 Jan 2025 11:25:32 GMT

Do you know if that one has been updated recently @northshields?

If it is happening on multiple devices, it may be best to speak to our tech guides so they can take a look at this further. If they aren't able to resolve it for you, they can get a ticket opened to get our app team on the case.

Michael

Re: My BT App Issue

northshields — Thu, 23 Jan 2025 14:10:00 GMT

Michael,

I am pleased to say that I have now got things working again. However, that was only after rebooting the SmartHub and re-entering all details (including the SmartHub's admin password) manually.

Many thanks for your help.

Re: My BT App Issue

Michael_D — Thu, 23 Jan 2025 14:17:11 GMT

Brilliant news @northshields, I'm glad to hear it.

Thanks for keeping me posted.

Michael