BT App will not stay linked to account

[Alex_H]

@Alan_in_Hemel Checking that along with the re-installing you have already done does cover everything device side. If the issue continues I would recommend reaching out to our support team when you get a chance so they can check things account side and raise an investigation into the app issue if needed.

Alex

[Alan_in_Hemel]

I am struggling to find a category to log this under on the BT Support pages. There does not seem to be a section for BT App issues. Can you direct me please?

[Alex_H]

@Alan_in_Hemel Yeah there is not a specific phone number for app issues,  for this issue just give us a call on 0330 1234 150 from any phone and select the option for technical help as it is our technical team who will be able to run the checks and raise a ticket if needed.  

Alex

[Alan_in_Hemel · Accepted solution]

It took 20 minutes time on the phone but well worth it as the problem is now sorted. The solution was to reset my password on my BT Account.  Then delete and reload the BT App again on the devices and use the new password to log in. The account details are now retained by the app. The only reason offered was that sometimes you have to go back to the beginning and start again!

[Alex_H]

@Alan_in_Hemel Great to hear its sorted, thanks for sharing the solution to help anyone else who may have this issue.

Alex

[zulu17]

The real solution would be to fix the fault in the My BT app , clearly BT are aware of issue with the app.

Thank you @Alan_in_Hemel  for perservering .

[Alan_in_Hemel]

Unfortuately the problem remains as when I tried to open the BT App just now it no longer held my details. While on the phone to support I closed and opened the App successfully but a passage of time has brought the problem back.

[Michael_D]

Hi @Alan_in_Hemel 

I'm sorry that it is still happening.

The best thing would be to get back in touch with our technical guides and let them know that it hasn't been resolved. If they aren't able to fix it with troubleshooting, they'll be able to raise a ticket to get this looked at further.

Michael

[Alan_in_Hemel]

Well that was torture. Passed from one person to another, neither who seemed to understand the issue. The last one checked BT systems to see if there were any known issues.  There were none so a ticket has been raised.  While on the phone I repeatedly opened and closed the app, the connection stayed for about ten minutes before I received the error message.

Ironically Hey Broadband knocked on my door last week saying they could offer me faster speeds at half the price of BT. I am sorely tempted when my contracts up.

[Michael_D]

Thanks for the update @Alan_in_Hemel.

I'm glad to hear a ticket has been raised for you now, despite the struggles to get that point. 

Please keep me posted with what happens when you hear back from the team.

Michael