MyBT app speed test not working after upgrade

[Quesada]

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.

[shakey1981]

@Quesada 

use speedtest.net tablet or ohone ios or andriod  browser

see if you get a result 

[Quesada]

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. 

[grangeroyston]

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.

[jmwww1]

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. 

[Lesley_W]

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

[jmwww1]

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

[Quesada]

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

[Lesley_W]

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

[Quesada]

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