This topic

BT Cloud - access

robstani — Mon, 20 Jan 2025 17:04:47 GMT

BT Cloud

I just realised today that the whole service closed down at the end of October 2024! I thought read-only access to download files was going to be supported for a lot longer than the few weeks I read that was given between discontinuing the service and deleting everything. I've got years of photos stored.

I checked the BT Cloud app on my phone today and I can still see thumbnails for all of the pictures saved on the BT Cloud server. However, when I click to open the file, I get an error message: "Please try again. An error occurred while trying to retrieve your image. Please try again later."

Likewise, if I try to share the file (from the thumbnail), the app tries to "download" the file and gives another error: "Share Error. Share has encountered an error. Please try again."

Given that the thumbnails are still showing, and that I don't have them saved anywhere else on my device, they must still be stored on a server somewhere. Anyone know how I can get access to download them? Surely others must be in the same boat, having missed the deadline too. I'm desperate to get my family photos back. 😞

Re: BT Cloud - access

imjolly — Mon, 20 Jan 2025 18:57:46 GMT

This was the original post on forum about cloud closing giving months of notice not weeks

https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/BT-Cloud-is-closing/m-p/2394468

A forum mod may post with some assistance

Re: BT Cloud - access

chrisjp — Mon, 20 Jan 2025 20:46:38 GMT

I fear you may have lost your photos - the thumbnails may still be stored on the BT servers but the actual files have probably been deleted.
I've been accused of being a luddite but I've never trusted cloud storage as the only place to store my valuable files. I always back them up to a local portable hard drive - these are now very cheap to buy and I back up daily using software that just copies new or modified files, so it's very quick.

Re: BT Cloud - access

Peter_W — Tue, 21 Jan 2025 09:23:03 GMT

Hi there @robstani, welcome to the BT Community.

I can absolutely help you get this double checked, so I've just popped you over a private message so we can take a few more details.

Peter

Re: BT Cloud - access

Anonymous — Tue, 21 Jan 2025 17:35:03 GMT

@robstani

"Given that the thumbnails are still showing, and that I don't have them saved anywhere else on my device, they must still be stored on a server somewhere."

The thumbnails you are seeing may be stored in your phone's cache memory for the BT Cloud app.

If you were to clear the app's cache, those thumbnails will probably disappear.

Re: BT Cloud - access

aevs74 — Sat, 26 Apr 2025 08:38:21 GMT

HI, I just found out that the cloud is no longer available. I had/have 17000 videos and photos on there. Is there possibly a way of retrieving them? Thanks, Andrew

Re: BT Cloud - access

gg30340 — Sat, 26 Apr 2025 13:48:08 GMT

@aevs74 wrote:

HI, I just found out that the cloud is no longer available. I had/have 17000 videos and photos on there. Is there possibly a way of retrieving them? Thanks, Andrew

No.

Re: BT Cloud - access

imjolly — Sat, 26 Apr 2025 13:57:22 GMT

@aevs74

as you can see from this 7/2024 post there was ample warning on forum and in press about Cloud closing

https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/BT-Cloud-is-closing/m-p/2394468

Re: BT Cloud - access

gg30340 — Sat, 26 Apr 2025 14:14:26 GMT

@aevs74

Emails were sent out regarding the closure. The first one I received was sent in August 2024

“From 9th September, the BT Cloud platform will become a “read-only” service. This means you won’t be able to upload anything new from then. But you’ll still be able to view and download the data you have in there already.

If you’re paying for additional storage, you’ll no longer be charged after 9th September”

And a follow up reminder email was sent in September 2024.

“Just to remind you, the BT Cloud service is closing on 31 October – and your BT Cloud account is closing alongside it too.

BT Cloud will soon become a “read-only” service, and you’ll no longer be able to upload anything new to the platform. Once this happens, you can still view and download the data you have in there, until the service closes.

If you were paying for additional storage, you will no longer be charged for it”

Re: BT Cloud - access

John2227177 — Thu, 02 Oct 2025 12:46:41 GMT

Hi ,

I am in the same boat, i never got notified that the cloud was going to be removed , ive lost decades of photos. Can my account be checked, im devastated tbh, @Peter_W @robstani

Re: BT Cloud - access

John2227177 — Thu, 02 Oct 2025 12:47:56 GMT

Did you get a reply with this ?

@Peter_W what are the people's options if any ?

Re: BT Cloud - access

Peter_W — Thu, 02 Oct 2025 13:43:48 GMT

Good afternoon @John2227177.

Thanks for reaching out to us here on the Community.

BT Cloud closed in October of 2024, and we contacted all affected customers in the months leading up to this.

For a period this was switched to read-only so users could still retrieve any data being held, but the service has now been fully discontinued.

I can completely appreciate that this won't be the answer you were hoping for here, and know I'd feel the exact same way if I lost my data, but this isn't something we're able to provide support with at this point.

Peter

Re: BT Cloud - access

John2227177 — Thu, 02 Oct 2025 14:41:05 GMT

But i was'nt notified of this closure,

i have found an old email notification in a spam folder and thats it , what about using the phone number provided.

Re: BT Cloud - access

Peter_W — Thu, 02 Oct 2025 14:55:30 GMT

@John2227177 All customers were notified on the contact email address registered on their account. We also placed clear messages within the app and website for BT cloud itself around the closure.

I'm really sorry if this wasn't picked up at the time, or was filtered to spam by your email provider, but it's no longer possible for us to recover any data.

Peter

Re: BT Cloud - access

pddco — Thu, 02 Oct 2025 22:33:36 GMT

Rather a long shot but…. Didn’t you have a BT Desktop Cloud App and therefore a BT Cloud folder on your laptop or PC?

And assuming you had the app setup for device (eg mobile phone or tablet) content to be copied into that folder ( I’m meaning the photos taken with the mobile phone or tablet) they should still be there.

If you uploaded (made backup copies) to the cloud of photos or whatever from your PC/Laptop using the Desktop App, those copies will be long gone as the Moderator has said.

I fear you’re going to say that you then deleted the original photos to save space on the PC.

If you’ve subsequently emptied the Recycle Bin, then unless you’ve got the originals on SD cards or other media somewhere, I can’t see how you’ll get them back.

Another thought, do you use Windows Backup to an external disk drive. Could the originals be there?