This topic

App not working

Ryanm353 — Wed, 06 May 2026 16:50:39 GMT

My BT app isn't working as it should be.

I've attached a photo with the buttons that don't work on the app. Broadband troubleshooter, check my service , test my speed, and restart my hub don't work when I click on them . I'm on Samsung s24 , one ui 8 Android version is 16. App is upto date aswell.

is this normal? Happening to anyone else? Thanks!

Re: App not working

Ali_A — Thu, 07 May 2026 13:28:38 GMT

Hi @Ryanm353

Can you check the app store that you are on the latest version of the app?

If you could also try uninstall and redownload the app fresh to your device and try again?

Ali

Re: App not working

Ryanm353 — Thu, 07 May 2026 13:48:33 GMT

Hi @Ali_A , yes I have the latest version installed (10.0.2) and I have uninstalled and reinstalled the app but it's still the same.

When I also try and do a speed test via the app it says this:

i have contacted bt support about that and they said it's something to do with the app communication and the server? But they don't see any issues on my line (and my fibre does work fine) so they don't know. I have also restarted the hub and ONT but it's still the same . But this app does not seem to be working as it should (not for me anyways) . I've uninstalled and reinstalled the latest version, verified myself when logging in and those options still don't work. Nothing happens when I click on them.

Re: App not working

Ali_A — Thu, 07 May 2026 16:24:58 GMT

Thanks for the screenshot.

When you say the buttons are not working, do you mean pressing the actual buttons has no response with no changes on screen,
or did you mean you can click the buttons and it changes screen, but the functions on each of the buttons don't work?

Ali

Re: App not working

Ryanm353 — Thu, 07 May 2026 17:05:53 GMT

@Ali_A

Pressing the actual buttons (in the circles) has no response with no changes on screen. Nothing happens when I click on it. I am able to click on "more" at the bottom and then click on "test my speed" under the support section. Then I get that other error about a problem with the speed test. But when I'm on the menu in the screenshot clicking on those buttons does nothing at all.

Re: App not working

Ali_A — Fri, 08 May 2026 08:36:20 GMT

Thanks for the information @Ryanm353

I've passed this on to the team to investigate. Once I have any updates I'll let you know here.

Ali

Re: App not working

Ryanm353 — Sun, 10 May 2026 16:22:53 GMT

FYI @Ali_A I updated the app to 10.0.7 and it's still the same

Re: App not working

User12345 — Mon, 11 May 2026 09:42:30 GMT

App v10.0.7 - where was the dev team pre-ship testing?

Update is inoperable - sending user to a non-existent web page to update profile.

Three days for an answer from the dev team is appalling; it should be within 6 hours max.

Re: App not working

Ryanm353 — Mon, 11 May 2026 15:09:27 GMT

I agree. Whoever made this app or re designed it or whatever made a complete mess of it. What a joke 😂

Re: App not working

Ryanm353 — Tue, 12 May 2026 03:12:40 GMT

@Ali_A

Can confirm with the latest release (10.0.8) this issue of the buttons not working has been fixed (finally!!!) BUT now there is another problem.. instead of having the option to remotely restart the hub, it now says "Manage my Hub". See attached picture below. This isn't ideal as what if we need to remotely restart the hub if we're away from home? Used to be able to do that in the older versions of the my bt app but now suddenly they've got rid of it? Having the option to remotely reboot the hub is vital (for example if I'm away from home and family members are having issues, I could remotely restart the hub from the app) . This feature is really necessary . Can you pass this along to be brought back into the app again? Also, when I click on the "broadband troubleshooter " option it takes me to the bt homepage and asks me to login again. Why would I need to login AGAIN when I'm already logged into the App?? Whoever is in charge of making this app really needs to be fired or something. They must have very poor software development skills.

Re: App not working

User12345 — Tue, 12 May 2026 05:41:26 GMT

10.0.8

Update today does not work

The same issue with 10.0.7 - looped back to BT website to complete profile; then logged out if app when return to it

How can the developers release an update that again does not work?

Re: App not working

gg30340 — Tue, 12 May 2026 05:46:59 GMT

@Ryanm353

If you click on the Manage my Hub button it takes you to various hub settings.

Click on the Expert Setting button then the View Expert Setting button.

It will take you to the hubs settings where you will be able to restart the hub.

When doing this you may get a warning about switching to Advance settings and https. Click to accept https and to go to Advance settings.

Re: App not working

Ryanm353 — Tue, 12 May 2026 11:33:20 GMT

@gg30340

Thanks for your reply! What if I'm not at home though and need to remotely restart the hub? Can I not do it from the app anymore?

Re: App not working

gg30340 — Tue, 12 May 2026 12:58:05 GMT

If you are not connected to your home network you will not be able to do it from the BT app or using the BT hubs management pages. Are you sure you could do it before when you were not at home?

Re: App not working

Ryanm353 — Tue, 12 May 2026 13:02:08 GMT

@gg30340 yes I could do it remotely before on the older versions of the my bt app (before this new redesigned app with all the problems) . I'm 100% sure of that. It used to be handy as if I was away from home and for some reason or other the hub needed to be restarted , I could do it from the app itself and it would usually fix whatever the issue was.

Re: App not working

gg30340 — Tue, 12 May 2026 13:24:47 GMT

I rarely use the BT app so I was unaware you could do that remotely using the app.

I have had a look through all the apps settings and it appears that you can no longer restart the BT hub using the app without being connected to your hub which obviously means you can not do it remotely.

Re: App not working

Carlusha — Tue, 12 May 2026 14:46:58 GMT

@gg30340wrote:
I rarely use the BT app so I was unaware you could do that remotely using the app.
I have had a look through all the apps settings and it appears that you can no longer restart the BT hub using the app without being connected to your hub which obviously means you can not do it remotely.

I wasn't aware either, so did a quick check and came across this from 5 odd years ago:

BT Community - restarting hub remotely

Re: App not working

Ryanm353 — Tue, 12 May 2026 14:50:13 GMT

Yep, it was indeed a feature and it was so convenient. I hope they bring this feature back...

Re: App not working

Ali_A — Tue, 12 May 2026 15:07:53 GMT

Thanks for keeping us updated with this @Ryanm353

Glad to hear the buttons are working again now with latest release of the app.

I've passed your feedback to the team about the option to remotely restart the hub.

Ali