This topic

My BT App NOT Showing Usage

JAG1 — Tue, 15 Oct 2024 13:48:13 GMT

The MY BT App is not showing data usage etc. Any ideas what the problem is?

My BT App Not Working

JAG1 — Tue, 15 Oct 2024 13:42:40 GMT

My BT app does is not working again to check my mobile usage. Anyone else having same problem?

Re: My BT App Not Working

Alex_H — Wed, 16 Oct 2024 08:19:18 GMT

Hi @JAG1,

Are you able to login to the app ok and can manage the rest of your account, just the mobile data usage is not showing? Is it the same when you login to the website rather than the app?

Alex

Re: My BT App Not Working

JAG1 — Wed, 16 Oct 2024 09:26:23 GMT

I can log into website ok and view usage and I can log into the app but no usage will show.

Re: My BT App Not Working

Alex_H — Wed, 16 Oct 2024 12:35:40 GMT

@JAG1 Thanks for confirming, have you checked in the app store to make sure you have the latest version of the app?

If you re-install the app to your phone, does the issue still remain?

Alex

Re: My BT App Not Working

JAG1 — Wed, 16 Oct 2024 12:37:46 GMT

Yes I already tried

Re: My BT App Not Working

JAG1 — Wed, 16 Oct 2024 12:39:56 GMT

I presume I have latest version when I reinstalled?

Re: My BT App Not Working

Alex_H — Wed, 16 Oct 2024 13:59:54 GMT

@JAG1 Yeah if you have just re-installed you would have the latest version thank you.

I would recommend giving our team a call on 150 from your BT mobile or 0330 1234 150 from any phone so they can run some checks on your online account and if necessary raise a ticket for your the data usage not showing up in your app.

Alex

Re: My BT App Not Working

JAG1 — Wed, 16 Oct 2024 14:22:33 GMT

OK. Thank you

Re: My BT App Not Working

Brucemeister5 — Thu, 17 Oct 2024 10:55:00 GMT

This has been an ongoing problem for me. It’s now got to the stage where I have to delete and reinstall the app in order for me to be able to look at usage or billing information. It will then work on a single occasion and the next time that I want to use it I have to delete and reinstall again!

Re: My BT App Not Working

Katie_B — Fri, 18 Oct 2024 12:13:43 GMT

Hello @Brucemeister5.

Welcome to the community.

Are you able to log in online OK?

Do you see any error messages when using the app?

Katie

Re: My BT App Not Working

Brucemeister5 — Fri, 18 Oct 2024 13:14:23 GMT

Hi @Katie_B Yes I was able to access our latest bill online yesterday as we are billed on 17th. There are no error messages on the app, it just fails to provide any data after a single use and has to be deleted and reinstalled again in order to work. This situation has existed for several months now and I’m also aware of the many comments about this both on the BT forums and also on the IoS App Store. It appears to me that the app is no longer being maintained properly and this would never have occurred if this app had been the responsibility of the excellent Mr Taft.

Re: My BT App Not Working

Katie_B — Fri, 18 Oct 2024 14:15:43 GMT

Hi @Brucemeister5.

Thanks for getting back to me.

I'd recommend giving us a call to report this further.

Our tech team have the access to look into this for you.

Katie

Re: My BT App Not Working

Brucemeister5 — Fri, 18 Oct 2024 14:19:26 GMT

@Katie_BOk, am I able to contact them on a direct number?

Re: My BT App Not Working

Katie_B — Fri, 18 Oct 2024 14:24:06 GMT

Hi @Brucemeister5.

The team can be contacted by calling 0330 1234 150.

It would be great if you could keep us updated following your call.

Katie 🙂

Re: My BT App Not Working

Brucemeister5 — Fri, 18 Oct 2024 14:47:23 GMT

@Katie_B Sorry. That’s not a direct number. I’m not calling that, only to be told that the solution is to switch to EE and for them to then trouser more commission.

Re: My BT App Not Working

JAG1 — Fri, 18 Oct 2024 16:19:53 GMT

Absolutely. I've decided to move to another provider. Had enough!

Re: My BT App Not Working

Brucemeister5 — Fri, 18 Oct 2024 17:18:57 GMT

I’m inclined to hang on and wait for the offers available when BT Mobile is eventually closed down, but I have a MVNO in mind to move to anyway. You’re allowed to say where you’re moving to as long as you don’t provide any links. A penny for your thoughts!

Re: My BT App Not Working

Carlusha — Fri, 18 Oct 2024 17:33:58 GMT

The MyBT app works fine and shows all usage without any problem if you just ignore the dropdown attempting to encourage you to move to EE mobile.

What MIGHT be the problem is the mobile phone itself. I have an iPhone. Everything is OK. Are you using Android?

Re: My BT App Not Working

Brucemeister5 — Fri, 18 Oct 2024 18:12:46 GMT

I have an iPhone and an iPad and the problem is exactly the same on both.