BT App Sorry something went wrong

[peter1504]

I now receive this message when accessing my bills,  usage, and other details via the app. I can access these fine via the website.

I have tried clearing the cache and data and uninstalling the app and reinstalling the app.

Can see this has been an issue with other users, but can't find a solution.

Many thanks

Peter

[Leanne_T]

Hi @peter1504 

Thanks for coming to the community. 

I am sorry you are unable to view your bills on the BT app. 

Have you made any account changes since you last viewed the bills? 

Can you log into your account using a web browser, can you view the bills or do you get the same error? 

Speak soon 🙂

Leanne.

[peter1504]

Hi Leanne

Thanks for replying.

I can login fine via the web browser, it is just via the app that I have these problems.

I have not made any account changes. I have just renewed my bt broadband and tv, but this problem started just before that.

Thank you

Peter

[Leanne_T]

Thanks so much for the quick reply @peter1504 and for confirming these details for me, you did mention you could view this via online, just wanted to check nothing had changed since you posted 🙂

Have you tried logging into the app on a different device to see if this works for you? 

If the same happens, we would need to get this looked into for you. To do this, please get in touch with our technical support guides and they will help you with the app 🙂

Leanne.

[peter1504]

Hi Leanne

Have tried the app on a different device, but the same outcome, so will try the technical support.

Many thanks  Peter 

[Leanne_T]

Thanks @peter1504 

The team will be happy to help and get this looked into for you. 

Please let me know how you get on 🙂

Leanne.

[peter1504]

Hi Leanne 

I spoke to the technical team last Thursday   although they were unable to resolve the problem and referred this to the offline team under case ref INCO 1189757, but have not heard further and the problem continues when accessing details within the BT App. I can still access via the website. I have no contact details for the offline team  so not sure if this is still being investigated.  Peter 

[Leanne_T]

Thanks for coming back to me @peter1504 

Once the team have an update they will be in touch to let you know the outcome from the ticket that has been raised. 

If you would like to get an update, please get back in touch and the team can check this for you. 

Leanne. 

[WoodbridgePete]

Yes, been getting the same problem for just over a week. From what I can see, the app has not been updated, so suspect something has been changed at the BT interface at their end 

[WoodbridgePete]

I've used two devices and got the same result.  Got a video of the problem if you want it