This topic

Bt app

Chassis_001 — Mon, 02 Nov 2026 16:36:51 GMT

Since going live on 15th October I have been unable to access cyber connect or parental controls. I have spent several hours chatting to technical help with no resulting action. I have an incident number C10004831883. Now pulling my hair out in frustration.

Re: Bt app

Alex_H — Tue, 03 Nov 2026 12:12:09 GMT

Hi @Chassis_001,

Welcome to the BT Community

I am sorry to hear you are having an issue accessing your account in the app, I take it the same issue is effecting the website as well as the app?

I appreciate it can be frustrating dealing with issues like this, have our technical team advised they are still looking into this incident?

Alex

Re: Bt app

Chassis_001 — Tue, 03 Nov 2026 12:18:27 GMT

Hi,

Yes, I have spent many hours talking to the tech team on line. Keep saying someone will contact me last Friday and again today at 12.00 but no call. Have incident number C10004831883.

Re: Bt app

Alex_H — Tue, 03 Nov 2026 14:12:45 GMT

@Chassis_001 I am sorry to hear you did not get an expected call back today, if the incident is still open it does sound like it is still being worked on, we have no access to your account via this Community to check it and provide an update unfortunately.

If you have not heard anything I would recommend giving our technical team a call and they can check the incident for you and confirm what the latest update is for getting this fixed.

Alex

Re: Bt app

Chassis_001 — Tue, 03 Nov 2026 14:51:51 GMT

Thanks Alex, what's the best way to contact them

Re: Bt app

Alex_H — Tue, 03 Nov 2026 15:26:18 GMT

@Chassis_001 You can call our technical team on 150 from a BT Mobile or 0330 1234 150 from any other phone. They should be able to check for any further updates and make sure this is something still being worked on, and hopefully resolved soon for you.

Alex

Re: Bt app

Chassis_001 — Tue, 03 Nov 2026 15:30:27 GMT

Every time I try that number I never seem to talk to anyone, just end up with on line chat which takes a long time. I would love to know the sequence I should follow so I can speak to a person.

Re: Bt app

Alex_H — Tue, 03 Nov 2026 15:39:28 GMT

@Chassis_001 If you press option 1 when you first call it will send a link via text, you hang up the call, open the link and select Home phone and Broadband then Faults, then Speak to Us and you then press Launch and it will take you back to call and get straight to the right department.

Does that work when you try that?

Alex

Re: Bt app

Chassis_001 — Wed, 04 Nov 2026 16:55:39 GMT

My issue has not been resolved. I have no way controlling cyber protect or parental control from the bt app. Just spent another 2 hours on the phone going round in circles. Problem has been going on for 2 weeks now. How can this issue be escalated ?

Re: Bt app

Alex_H — Thu, 05 Nov 2026 09:13:32 GMT

Hi @Chassis_001,

I am sorry your issue is still ongoing. What was the update from your recent call, is it something they advised they are still investigating and will call you back or if not what happened?

Alex

Re: Bt app

Chassis_001 — Thu, 05 Nov 2026 13:11:14 GMT

Hi Alex,

I used a call back link on Tuesday as I can't seem to get through using the 150 number.A nice lady called back and spent two hours trying to get to the bottom of the issue. I had to leave, she said she would keep working on it. It was clear however she was no nearer a solution but did try. I recieved a text this morning to say as they haven't heard from me the complaint is closed although I have been in contact several times. It is clear to me that this hasn't reach the right person who can seriously tackle the issue. One of the reasons for going with bt was th cyber protect. which is just not possible at present. Feel very frustrated. Clearly there is an issue with my account interacting with the bt app. Regards, Mike

Re: Bt app

Alex_H — Thu, 05 Nov 2026 13:43:42 GMT

@Chassis_001 Thanks for the update Mike, I am sorry things seem to have been left without either a resolution or something being raised for further investigation.

I have sent you a private message to see if we can help further.

Alex

Re: Bt app

chrisjp — Thu, 05 Nov 2026 17:11:07 GMT

"If you press option 1 when you first call it will send a link via text, you hang up the call, open the link and select Home phone and Broadband then Faults, then Speak to Us and you then press Launch and it will take you back to call and get straight to the right department."

I have to say, this palaver to actually speak to a human seems to be designed to prevent customers doing so unless they are VERY persistent!

Re: Bt app

Chassis_001 — Thu, 05 Nov 2026 17:20:37 GMT

Okay, thank you.

I will give it a go. Do I ask for anyone or have a reference ?

Re: Bt app

Chassis_001 — Thu, 05 Nov 2026 17:35:28 GMT

Hi,
Just tried that number and when I enter Fault it just transfers be to a bot which does an automatic line test. Nowhere does it allow me to call. I have just transferred from EE if that makes any difference

Re: Bt app

Alex_H — Thu, 05 Nov 2026 17:38:09 GMT

@Chassis_001 As per our private message, there is nothing else you need to do at the moment, our team will be in touch and be aware of the issue you are having to help further.

@chrisjp I appreciate what you are saying, especially when each individual step is listed out it seems long winded, but when using it the digital menu is pretty straightforward and gets you through to the right department quicker. But you can still use option 2 when calling to use the traditional audio menu.

Alex

Re: Bt app

Chassis_001 — Thu, 05 Nov 2026 17:44:32 GMT

All I get is reboot the hub, obviously I'm not chatting to a person

Re: Bt app

Alex_H — Thu, 05 Nov 2026 17:47:06 GMT

@Chassis_001 Unless you are having a separate issue you need help with, you don't need to give us a call at the moment and use the diagnostics bot. Our team will be in touch as soon as they can to help with the app issue you are having.

Alex

Re: Bt app

Chassis_001 — Thu, 05 Nov 2026 17:48:13 GMT

Re: Bt app

Chassis_001 — Mon, 09 Nov 2026 11:09:54 GMT

Good Morning, its been a while and I haven't had any feedback regarding my issue. Can so.eone confirm it is going to be looked at and resolved. Thank you