This topic

BT App will not stay linked to account

Alan_in_Hemel — Sun, 02 Mar 2025 09:29:10 GMT

When I try and open the BT App it tells me there is no account linked. I go through the steps to link my account but next time I open the app the same thing happens. Am I doing anything wrong or does the app have a fault?

Re: BT App will not stay linked to account

Manatarms84 — Sun, 02 Mar 2025 09:48:44 GMT

I would try to make sure the app is up to date or failing that un install and re install the app. If you are still having issues I would contact BTs technical team who will fit it.

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Re: BT App will not stay linked to account

zulu17 — Sun, 02 Mar 2025 20:24:28 GMT

Hi @Alan_in_Hemel just checking is it My BT App that this is occurring on ? There seems to have been quite a few issues with that app lately. I believe you will need support to investigate and correct. I don’t believe it is a technical fault so not sure that the suggested link is the most appropriate .

Re: BT App will not stay linked to account

Alan_in_Hemel — Sun, 02 Mar 2025 21:15:09 GMT

I have tried deleting and re-installing the BT App on both my iPhone and iPad but the problem remains when I next try to use it.

Re: BT App will not stay linked to account

Christopher_G — Mon, 03 Mar 2025 10:46:58 GMT

Hi @Alan_in_Hemel

Are you able to access all of your information through the My BT desktop site? Is the account all linked correctly there?

Chris

Re: BT App will not stay linked to account

Alan_in_Hemel — Mon, 03 Mar 2025 11:44:39 GMT

Yes and when I link my account on the app all my information loads correctly. However the next time I open the app the link to my account has disconnected and I have to start again.

Re: BT App will not stay linked to account

Christopher_G — Mon, 03 Mar 2025 15:57:07 GMT

Are both of the devices you have the My BT app on completely up to date on their individual device software, @Alan_in_Hemel?

When you go into the app store and search for the My BT app, does it say 'update' next to it?

Chris

Re: BT App will not stay linked to account

Alan_in_Hemel — Mon, 03 Mar 2025 16:18:03 GMT

Apps on both devices are up to date.

Re: BT App will not stay linked to account

Christopher_G — Mon, 03 Mar 2025 16:26:14 GMT

Is the device software on both devices up to date, @Alan_in_Hemel?

Chris

Re: BT App will not stay linked to account

Alan_in_Hemel — Mon, 03 Mar 2025 16:36:37 GMT

iOS 18.3.1 and shows as up to date.

Re: BT App will not stay linked to account

Alex_H — Tue, 04 Mar 2025 14:57:41 GMT

@Alan_in_Hemel Checking that along with the re-installing you have already done does cover everything device side. If the issue continues I would recommend reaching out to our support team when you get a chance so they can check things account side and raise an investigation into the app issue if needed.

Alex

Re: BT App will not stay linked to account

Alan_in_Hemel — Tue, 04 Mar 2025 16:07:34 GMT

I am struggling to find a category to log this under on the BT Support pages. There does not seem to be a section for BT App issues. Can you direct me please?

Re: BT App will not stay linked to account

Alex_H — Tue, 04 Mar 2025 16:22:33 GMT

@Alan_in_Hemel Yeah there is not a specific phone number for app issues, for this issue just give us a call on 0330 1234 150 from any phone and select the option for technical help as it is our technical team who will be able to run the checks and raise a ticket if needed.

Alex

Re: BT App will not stay linked to account

Alan_in_Hemel — Wed, 05 Mar 2025 13:41:12 GMT

It took 20 minutes time on the phone but well worth it as the problem is now sorted. The solution was to reset my password on my BT Account. Then delete and reload the BT App again on the devices and use the new password to log in. The account details are now retained by the app. The only reason offered was that sometimes you have to go back to the beginning and start again!

Re: BT App will not stay linked to account

Alex_H — Wed, 05 Mar 2025 14:08:21 GMT

@Alan_in_Hemel Great to hear its sorted, thanks for sharing the solution to help anyone else who may have this issue.

Alex

Re: BT App will not stay linked to account

zulu17 — Wed, 05 Mar 2025 15:41:24 GMT

The real solution would be to fix the fault in the My BT app , clearly BT are aware of issue with the app.

Thank you @Alan_in_Hemel for perservering .

Re: BT App will not stay linked to account

Alan_in_Hemel — Wed, 05 Mar 2025 16:01:06 GMT

Unfortuately the problem remains as when I tried to open the BT App just now it no longer held my details. While on the phone to support I closed and opened the App successfully but a passage of time has brought the problem back.

Re: BT App will not stay linked to account

Michael_D — Thu, 06 Mar 2025 08:58:32 GMT

Hi @Alan_in_Hemel

I'm sorry that it is still happening.

The best thing would be to get back in touch with our technical guides and let them know that it hasn't been resolved. If they aren't able to fix it with troubleshooting, they'll be able to raise a ticket to get this looked at further.

Michael

Re: BT App will not stay linked to account

Alan_in_Hemel — Thu, 06 Mar 2025 11:32:30 GMT

Well that was torture. Passed from one person to another, neither who seemed to understand the issue. The last one checked BT systems to see if there were any known issues. There were none so a ticket has been raised. While on the phone I repeatedly opened and closed the app, the connection stayed for about ten minutes before I received the error message.

Ironically Hey Broadband knocked on my door last week saying they could offer me faster speeds at half the price of BT. I am sorely tempted when my contracts up.

Re: BT App will not stay linked to account

Michael_D — Thu, 06 Mar 2025 11:44:18 GMT

Thanks for the update @Alan_in_Hemel.

I'm glad to hear a ticket has been raised for you now, despite the struggles to get that point.

Please keep me posted with what happens when you hear back from the team.

Michael