This topic

MyBT app speed test not working after upgrade

Quesada — Wed, 10 Sep 2025 11:23:08 GMT

Since downgrading from Full Fibre 900 to FF150, the app will not allow me to carry out a speed test. It reaches 68% and then reboots the Hub. I then get the message, "Sorry we were not able to test your speed" and the option to "Run the test again", which only repeats the process. I have deleted and reinstalled the app several times, but this has not fixed the issue. Has anyone encountered this problem before.

Re: MyBT app speed test not working after upgrade

shakey1981 — Wed, 10 Sep 2025 14:25:45 GMT

@Quesada

use speedtest.net tablet or ohone ios or andriod browser

see if you get a result

Re: MyBT app speed test not working after upgrade

Quesada — Thu, 11 Sep 2025 08:02:31 GMT

I'm aware of the alternative options to carry out speed tests, but it is the failure of the MyBT app that particularly concerns me.

Re: MyBT app speed test not working after upgrade

grangeroyston — Sat, 20 Sep 2025 17:01:21 GMT

Yes I'm getting the same problem every time I try it from the app. Once it managed to reboot the home hub when it failed. I've not had any changes on my line recently. I looked at the home hub thing (don't know what it's called) - http://bthomehub.home/ which offers a 'performace test' but when you click on 'test my spped' it just goes to a page of options.

Re: MyBT app speed test not working after upgrade

jmwww1 — Fri, 03 Oct 2025 21:47:07 GMT

Similar failures of mybt app test my speed tool. In my case it cycles round to 100% very quickly, promises that my “test results are coming” and promptly tells me:

We're sorry, something went wrong
Restart your hub
We aren't able to test your broadband speed at the moment.
Please restart your hub. After a couple of minutes, the lights on the hub will turn solid blue. You can then run the speed test again.
Restart your hub

Restarting the hub made zero difference. Restarting fibre to premises modem made zero difference.

If I repeat the test I sometimes get an alternative error message:

We're sorry, something went wrong
Test your broadband line
We're sorry, we are still having trouble testing your broadband speed.
To help us understand what is wrong we need to run some tests on your line using our troubleshooter.
If you don't want to use the troubleshooter now, please try later. Tap 'Home' to leave the speed test'
Broadband troubleshooter

The troubleshooter link button takes me to a web page full of advertisements for BT/EE products. Zero use at all.

I reported the issue to BT by telephone a couple of days ago. Nothing has been fixed.

Re: MyBT app speed test not working after upgrade

Lesley_W — Sat, 04 Oct 2025 07:45:37 GMT

Hi @jmwww1

Thanks for coming to our community.

I'm sorry you are having trouble with this, what did the team say when you called?

Lesley

Re: MyBT app speed test not working after upgrade

jmwww1 — Sat, 04 Oct 2025 07:48:29 GMT

The BT rep promised to pass my reported observations to the team which deals with the mybt app and the test my speed tool

Re: MyBT app speed test not working after upgrade

Quesada — Sat, 04 Oct 2025 08:01:33 GMT

I was told exactly the same thing almost 3 weeks ago.

Re: MyBT app speed test not working after upgrade

Lesley_W — Sat, 04 Oct 2025 09:24:41 GMT

Thanks for the extra info @jmwww1

Did the team say if they were raising a ticket or if you'd get an update of any kind?

Lesley

Re: MyBT app speed test not working after upgrade

Quesada — Sat, 04 Oct 2025 09:46:47 GMT

I was told that the issue would be raised with their manager and that a note would be added to my file.

Re: MyBT app speed test not working after upgrade

Lesley_W — Sat, 04 Oct 2025 09:54:53 GMT

It sounds like the team weren't very clear on what the next steps would be @Quesada

I'd recommend getting back in touch to raise a complaint so this can be looked into.

Lesley

Re: MyBT app speed test not working after upgrade

jmwww1 — Sun, 05 Oct 2025 06:33:04 GMT

I asked if the IT team who would be informed about the errors encountered in the mybt app could update me on progress. The bt rep I spoke to suggested that might be tricky.
I don’t remember being told that a ticket was being raised, nor was I given any sort of incident number.

Re: MyBT app speed test not working after upgrade

Michael_D — Mon, 06 Oct 2025 08:19:13 GMT

Thanks for explaining @jmwww1.

There would usually be some sort of ticket or incident number even if it was part of a wider problem or just an individual account problem.

If you've not heard anything in the coming days, it may be worth speaking to the team again so they can check the account and make sure it has been raised correctly.

Michael

Re: MyBT app speed test not working after upgrade

patricia_clark6 — Wed, 08 Oct 2025 13:03:13 GMT

To me, this seems more like a problem with the hub's firmware or software compatibility after the speed drop. Alternatively, try a full reboot of the hub and make sure the software version is the latest.

Re: MyBT app speed test not working after upgrade

jmwww1 — Fri, 10 Oct 2025 06:12:18 GMT

My hub has been rebooted (at least twice!) and fibre to premises modem also rebooted.
mybt app is up to date.
not sure how hub’s firmware and/or software should be verified nor updated if it is out of date. I also find it odd that BT would allow their app to become out of kilter with hub s/w or f/w without informing customers how to remedy the situation???

This is not the first time the test my speed facility has mysteriously broken… there are other threads on this community forum which document past failures.

Re: MyBT app speed test not working after upgrade

licquorice — Fri, 10 Oct 2025 07:37:08 GMT

You have FTTP, why do you need to run speed tests? Fibre, unlike copper, doesn't degrade causing a low speed, it either works or it doesn't.

Re: MyBT app speed test not working after upgrade

jmwww1 — Fri, 10 Oct 2025 07:38:58 GMT

With respect, in my experience degraded performance is not particularly uncommon.

Re: MyBT app speed test not working after upgrade

gg30340 — Fri, 10 Oct 2025 07:59:26 GMT

If you are that concerned about your speed why don't you just use the speed tester that Openreach engineers have been told to use which is Fast.com.

If it is not particularly uncommon for your FTTP to have "degraded" performance have you reported a fault?

Re: MyBT app speed test not working after upgrade

jmwww1 — Fri, 10 Oct 2025 08:02:32 GMT

Fast.com is super for measuring combined speed to a device. It cannot measure speed to the hub… the component which is allegedly guaranteed as part of my contract with my provider.

Re: MyBT app speed test not working after upgrade

jmwww1 — Fri, 10 Oct 2025 08:03:06 GMT

I have reported the faulty test my speed app