This topic

MY BT APP PROBLEM

nanjay1 — Sat, 15 Mar 2025 11:52:27 GMT

I have stopped using the iOS app for email, because of this problem, just the My BT one, which works for a few days then I get this:

This has been going on for about 8 months now, and despite asking for help on numerous occasions I have not had any. I am an elderly widow, I pay more than my gas bill for the phone and plus the cost of an EE mobile service, This app doesn’t work properly on an iPad. If it isn’t sorted out when my contract ends I will go elsewhere. I don’t want to keep uninstalling and reinstalling, as I have been doing, I am totally fed up. I use Apple Password Manager so I know they are not the problem. It can access the account ok when going in from the website, but I shouldn’t have to. The app itself is the problem, this is supposed to be a big, advanced telecommunications company. Huh!

Re: MY BT APP PROBLEM

gg30340 — Sat, 15 Mar 2025 18:07:17 GMT

Instead of the using the MyBT app have you tried the BTMail app from the Apple store.

https://apps.apple.com/gb/app/bt-email/id1467369544

Re: MY BT APP PROBLEM

nanjay1 — Sat, 15 Mar 2025 20:41:11 GMT

Yes. Just stopped recognising my password and email address on multiple occasions so I gave that up first.

Re: MY BT APP PROBLEM

gg30340 — Sat, 15 Mar 2025 20:53:40 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client

See link

https://www.bt.com/help/email/bt-email-products

Re: MY BT APP PROBLEM

nanjay1 — Sun, 16 Mar 2025 16:35:18 GMT

I am a BT Broadband customer and have been for a considerable number of years,

Re: MY BT APP PROBLEM

Peter_W — Mon, 17 Mar 2025 09:08:28 GMT

Thanks for confirming that for us @nanjay1.

I'm glad to hear the browser version of your login seems to be working as it should be, but I totally get that you'd want the app to be reliable as well.

Is it just the iPad that's having this issue, or do you notice this when using a phone too?

It's definitely worth checking your iPad is fully up to date too, as if this is on an older iPad OS version the app may not be best formatted for it.

You can find this by going to Settings > General > Software update, and here it should tell you your current version too.

Peter

Re: MY BT APP PROBLEM

zulu17 — Mon, 17 Mar 2025 09:20:24 GMT

Another issue of unreliability with the MYBT app . Would be good if BT addressed the issue,

Re: MY BT APP PROBLEM

nanjay1 — Mon, 17 Mar 2025 09:36:04 GMT

Yes, I regularly upload the iPad updates when I get the notifications. I do not use my mobile phone for the apps. Just keeping in touch, mainly. My family all used WhatsApp to communicate, so I upgraded my phone so I could keep in touch better. I would never use a banking app on either device. Doesn’t feel safe to me. It’s an IPad Pro. I used to have an IPad Air, and when I upgraded my grand daughter transferred all the data for me and I gave the old one to my nine year old great grand daughter for ( hopefully educational) games.

Re: MY BT APP PROBLEM

Peter_W — Mon, 17 Mar 2025 09:49:10 GMT

Thanks @nanjay1.

I totally understand that you may not want to do this permanently, but if your phone supports the app, it's worth giving this a test on there to see if you encounter the same errors.

This can help us identify if these problems are specific to the one device, or linked to how the account is set up as a whole.

If you were to get in touch with our team, they can have a check over how everything is linked at our end too.

Peter

Re: MY BT APP PROBLEM

nanjay1 — Mon, 17 Mar 2025 19:43:32 GMT

Ok, will give that a go. I have visitors staying at moment, so will leave for a couple of days. Thanks.

Re: MY BT APP PROBLEM

nanjay1 — Thu, 20 Mar 2025 09:00:36 GMT

Yes, many times. I kept both apps side by side.

Re: MY BT APP PROBLEM

nanjay1 — Thu, 20 Mar 2025 09:36:59 GMT

My visitor left to go home, so I have put the app on my mobile. Tried again on iPad and same problem. It seems very intermittent. The problem seems to be with associating the app with my account, which is sad because I ( and my late husband) since methuselah was a lad 😂. When I go to the app it says “ hello, Janet” at the top and asks for my pin, and that is recognised. Just tried it again on my mobile and….got the same message,no account linked to this BT ID!

Re: MY BT APP PROBLEM

nanjay1 — Thu, 20 Mar 2025 09:38:28 GMT

I will get in touch with the team when I have a bit more time to spare. Thank you.