My BT App

[TK9]

I’ve downloaded the My BT App and filled in all my details but when the screen appears to set up a pin, the screen only appears for a few seconds so doesn’t give me chance to in put anything before disappearing rendering the app unable to use. I am using an iPad with the latest software and have checked the app and it doesn’t need an update. Please advise

[gg30340]

Were you asked for an email address before being asked to set up a PIN? If so log on using the email address and password then go to the settings to set up a PIN.

[Lizzie]

I have this exact problem on a new  Samsung phone. It asks me to set a pin, then immediately flashes off to " Complete Profile" and then back to the Log in screen again. Have deleted cache, then data, uninstalled and re installed,  all not worked, also sworn a great deal.  Aaaaargh!

[Carl10]

Yep, I have exactly the same problem and can't find anything that helps resolve it

[Alan_in_Hemel]

I have the same problem and have just spent a very frustrating two hours on a chat with a BT support person. They have no idea how to fix this and have said they will escalate the problem. I will come back on here and update any outcome. 

[Leanne_T]

Morning @Carl10 @Alan_in_Hemel @Lizzie 

I have sent you a private message for some extra details. 

Leanne.

[Alan_in_Hemel]

I have had a text from BT saying this is a known problem and under investigation.

[CanardNoir]

Don't hold you breath.

The app is very poorly written. For example, if you can get in at all you go to settings and enable biometric login to reduce the fight with it in future. If you're lucky that will work once then insist you login in from scratch for ever after. It ignores the setting. Quite often it gets locked into a login loop asking you for your BTID and password. You can pass a number of hours trying to get logged in and your broadband tested (which used to be possible from the laptop) before deciding to protect your mental health by resolving to leave BT at the first opportunity. Security is one thing but preventing the only person who should have access to the app from getting in is not the sign of well written code.

[Alan_in_Hemel]

Yes I have experienced all this and more. In the early days it worked well and enabled you to set up your wi-fi environment and disc extenders easily. Recent changes have completely screwed the app and made it either unusable or impossible to get into. BT should hang their heads in shame.

[CanardNoir]

Perhaps they should but they won't. They will continue to assume all their customers are perfectly idiotic and so make them go round in circles according to their scripts. These are clearly designed to keep one occupied rather than solve the issue.

I was told to reboot my Smart Hub when I couldn't get the BT App on my phone to work. This was not possible since I was many miles from home when I tried to get help. I'd have rebooted the coffee machine if that would have helped solve the problem. They didn't suggest that but it would have been as useful as rebooting the router. I'm surprised it's not in their script. Perhaps it is and I didn't get that far with them before giving up the encounter to protect my mental health.

I'm not sure that they may still think they're a monopoly and we can't go elsewhere. They're not and we can!