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@Ginge I'm really sorry to read about the problems you've had with your BT cloud service since changing to BT Infinity. It does sound like an account issue rather than a technical problem and I am sorry your call to the helpdesk didn't go well.
If you need any help please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username .
I'm glad I was able to get this cleared up for you. Just to clarify for any other members having the same problem -
This the known error which customers are getting at present on their Cloud account, if they are making any changes on their account (like renewing the package, upgrading the BB package or cancelling and adding ). They will get grace period of 30 days where customers will have the read only access to their cloud account. However, customers cannot make any changes or upload files during this period, but they can download all the files which are there on the cloud (before the cloud gets deleted) so that they won’t have lost their files. Once the given date in MY BT under my extras is passed customers will automatically get a new BT Cloud service on their account. In order to activate the new Cloud on the account customers need to login from www.btcloud.bt.com.
No idea if it has been resolved - I had the same when re-contracting (for the same service) and - as I was paying for extra storage - I tried to get it resolved - after getting nowhere I ended up with a very good person from BT Consumer Resolutions and, after an e-mail exchange he resolved the issue.
This was in Jan 2016 - Must be costing BT a fortune in admin time if they still have not resolved this......
And hopefully they have stopped the call centre staff from blaming the customer and telling them that they did not specify their recontract correctly (even had one hang up on me telling me it was not a BT issues as I did not have an open order for the BT Cloud service and that he was terminating the call.....)