This topic

My BT App

Ryanm353 — Thu, 30 Apr 2026 04:54:52 GMT

Hey all!

So i have the latest version of the my bt app and when I try and use the speed test function on the app it says "Sorry, we were not able to test your speed" and then directs me to the broadband troubleshooter. When I do that, it says it can't complete the checks online and to call customer service. So I contacted CS and the said everything on their end looks ok, and the internet I have does work fine so I don't know what the problem is. CS said it could be a server communication problem or glitch and it will eventually resolve itself, but this has been going on now for quite a while. I have the smart hub 2 and I've tried doing the test on my Samsung s24 and also on a laptop and got the same error. When I also try to restart the hub from the app it says "Restart failed, unfortunately the restart failed, we think it might be a technical issue on our part. Please try again later" I have manually restarted the ont and the hub aswell to make sure but it's made no difference so I'm just confused. Any ideas? Thanks

Re: My BT App

Manatarms84 — Thu, 30 Apr 2026 06:32:45 GMT

I know there are some issues going on with myBT accounts at the moment as I found I could not see my account correctly when I checked my bill last week, technical support said it was a temporary issue but this sounds something different. If it is something on BTs end that isn't working I would get them to have someone to look into it their end. From my experience there are external sites which give accurate results - not sure I could post specific examples though.

Re: My BT App

MZone — Thu, 30 Apr 2026 13:38:35 GMT

One day I had the error. Tried next day and it worked. Didn’t reboot the router. Think it’s hit and miss.