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BT Cyber Threat Protect

hickssl — Sat, 09 May 2026 15:09:36 GMT

Have been using BT Virus Guard without problems for some time. It seems that it has now changed to BT Cyber Threat Protect as of the 1st May. My android phone (Samsung) is running it fine but my Samsung tablet is not. I have uninstalled and reinstalled it several times and each time it works for an hour or so and then gives me a blank page with just the date and time. My tablet, which is 6 months old, has the correct level of software to run the app and had no problem running the old BT Virus Guard. Is anyone else having problems with this new product?

Re: BT Cyber Threat Protect

Filosopher — Sat, 09 May 2026 21:19:04 GMT

It is now installed on my mobile and tablets but has not appeared on my desk top!!Why?

Re: BT Cyber Threat Protect

dave1776 — Sun, 10 May 2026 10:07:38 GMT

Yes. Exactly the same issues.

I think BT could be in breach of contract here so I intend to find out.

Update on this.

I'm hoping I've managed to get it PERMANENTLY installed in my samsung A7 tab.

I felt it was like jumping through hoops but everything is showing green ticks.

Let's hope it stays like this.

I've not run a scan yet and I think that's where it broke down the last time.

I just uninstalled and reinstalled and installed it in a different account.

Re: BT Cyber Threat Protect

hickssl — Sun, 10 May 2026 10:34:18 GMT

Given that there has been a change from the old BT Virus Guard, I would have thought that we should have at least had an email about this. The Play Store suggests that this is new as of 1st May. I've also noticed that this new product looks very similar to the EE Cyber Security app also powered by Norton. Any comments BT?

Re: BT Cyber Threat Protect

Filosopher — Sun, 10 May 2026 09:52:28 GMT

Agreed,spot on!

Re: BT Cyber Threat Protect

gg30340 — Sun, 10 May 2026 10:25:19 GMT

See link

About Cyber Threat Protect and how to activate it | Security Help | | BT Help

Re: BT Cyber Threat Protect

hickssl — Sun, 10 May 2026 11:05:03 GMT

Dear distinguished sage, having already had this product foisted upon me, I'm sorry to say your post is not helpful and does not answer any of the points I have raised.

Update

OK, having played around trying to sort out the problem, this is what worked for me. As previously stated, just uninstalling and reinstalling made no difference and so with the app not working but still installed, I cleared the app's data and cache and then uninstalled and reinstalled the app. This seems to have solved the problem. Having said that, there's still the issue of why BT have not notified users that changes were being made to its cyber security product!

Re: BT Cyber Threat Protect

bucketbot1 — Sun, 10 May 2026 12:52:41 GMT

This also worked for me today,

HoweverI had previously tried exactly this and it made no difference so I suspect BT have changed something.😏

I did post a negative review onGoogle Play and have today had a response from the developer saying they had changed is so this is likley the reason it now works.

Re: BT Cyber Threat Protect

dave1776 — Sun, 10 May 2026 12:57:53 GMT

Good info.

Thanks for posting.

Re: BT Cyber Threat Protect

dave1776 — Sun, 10 May 2026 12:59:49 GMT

Bucketbot 1,

Have you tried running a scan yet?

Re: BT Cyber Threat Protect

JAR4 — Sun, 10 May 2026 16:22:08 GMT

Developer response to my 1star review earlier today was to uninstall and reinstall the app as they ‘have made some changes’.

I already did that around 7am Uk time this morning 10^th May after clear cache, clear data and re-starting phone failed to resolve the white screen issue and re-started phone before writing review. Cyber Threat version on my phone is 26.6.0.260430407 which is the same as is currently shown in Play Store. So unless changes have been made since 7am this morning and new version released with the same version number I am already on the latest. White screen issue persists.

Laptop is still running as Norton.

Tried to contact BT, there is no clear option for the app on the new routes which all are core services and all via text, no ability to hold for an available support person, tried web messaging which said average wait 5 mins, gave up after 20 mins.

I had the same thought as @dave1776 about whether this could be breach of contract.

Really not good enough for the ‘premium’ service I am paying for.

Re: BT Cyber Threat Protect

Katie_B — Mon, 11 May 2026 07:48:54 GMT

Good morning @JAR4.

I have sent you over a private message.

Speak soon,

Katie

Re: BT Cyber Threat Protect

dave1776 — Mon, 11 May 2026 11:03:47 GMT

I'm good to go, jar4.

Got it completely sorted on Sunday 10th.

Slowish process working through all the different programmes but now have green ticks throughout and the scanner works fine.

The programme that looks for dodgy sites is also good. Trapped one earlier that came in with a card game.

Here's hoping.

If your problem persists and you dont get the service you deserve, I'd advise contacting the executive team at BT.

That's what they're paid for.