App not working

[Ryanm353]

My BT app isn't working as it should be.

I've attached a photo with the buttons that don't work on the app. Broadband troubleshooter, check my service , test my speed, and restart my hub don't work when I click on them . I'm on Samsung s24 , one ui 8 Android version is 16. App is upto date aswell. 

 

 is this normal? Happening to anyone else? Thanks!

[Ali_A]

Hi @Ryanm353 

Can you check the app store that you are on the latest version of the app? 

If you could also try uninstall and redownload the app fresh to your device and try again? 

Ali 

[Ryanm353]

Hi @Ali_A  , yes I have the latest version installed (10.0.2) and I have uninstalled and reinstalled the app but it's still the same. 

When I also try and do a speed test via the app it says this:

 i have contacted bt support about that and they said it's something to do with the app communication and the server? But they don't see any issues on my line (and my fibre does work fine)  so they don't know. I have also restarted the hub and ONT but it's still the same .  But this app does not seem to be working as it should (not for me anyways) . I've uninstalled and reinstalled the latest version, verified myself when logging in and those options still don't work. Nothing happens when I click on them. 

[Ali_A]

Thanks for the screenshot. 

When you say the buttons are not working, do you mean pressing the actual buttons has no response with no changes on screen, 
or did you mean you can click the buttons and it changes screen, but the functions on each of the buttons don't work?

Ali 

[Ryanm353]

• @Ali_A   

Pressing the actual buttons (in the circles) has no response with no changes on screen. Nothing happens when I click on it. I am able to click on "more" at the bottom and then click on "test my speed" under the support section. Then I get that other error about a problem with the speed test. But when I'm on the menu in the screenshot clicking on those buttons does nothing at all. 

[Ali_A]

Thanks for the information @Ryanm353 

I've passed this on to the team to investigate. Once I have any updates I'll let you know here. 

Ali 

[Ryanm353]

FYI @Ali_A  I updated the app to 10.0.7 and it's still the same 

[User12345]

App v10.0.7 - where was the dev team pre-ship testing?

Update is inoperable - sending user to a non-existent web page to update profile.

Three days for an answer from the dev team is appalling; it should be within 6 hours max.

[Ryanm353]

I agree. Whoever made this app or re designed it or whatever made a complete mess of it. What a joke 😂

[Ryanm353]

@Ali_A 

Can confirm with the latest release (10.0.8) this issue of the buttons not working has been fixed (finally!!!) BUT now there is another problem.. instead of having the option to remotely restart the hub, it now says "Manage my Hub". See attached picture below. This isn't ideal as what if we need to remotely restart the hub if we're away from home? Used to be able to do that in the older versions of the my bt app but now suddenly they've got rid of it? Having the option to remotely reboot the hub is vital (for example if I'm away from home and family members are having issues, I could remotely restart the hub from the app) . This feature is really necessary . Can you pass this along to be brought back into the app again? Also, when I click on the "broadband troubleshooter " option it takes me to the bt homepage and asks me to login again. Why would I need to login AGAIN when I'm already logged into the App?? Whoever is in charge of making this app really needs to be fired or something. They must have very poor software development skills.