Hi, I have read several posts about issues uploading large files to BT Cloud but my problem is not uploading them it is playing them after they have uploaded. I am using the cloud app on my iPhone and/or the cloud website on my Mac, on the iPhone I get an error message 'could not play video' and for the same video on the cloud website I get a more meaningful error message of 'File XXX is too big to be playable'.
I have uploaded several different sized videso and the tipping point seems to be between 250mb-350mb, a lot of my home videos are 500mb+ so this is a real problem for me.
BT can you shed any light on this? I dont want to be breaking apart some of these videos just to get them to play, they upload ok?
Hi @markthom sorry you are having this problem with the Cloud service.
If you are still experiencing this problem then please call the Cloud helpdesk on 0800 500 3114. They are open 9am-9pm Mon-Fri and to 6.30pm at the weekend.
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|
|Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You|
I raised this issue with the helpdesk & the answer was that BT engineers are aware of an existing issue playing video files over 300Mb but I have been unable to get an answer as to progress & resolution, are you able to help with this please? Also, I dont know if all the large files already uploaded will just start playing when the fix is in place or whether I will need to upload them all again.