BT Cloud no longer works even though I’m eligible

[PB5_Cheshire]

I’ve been a BT broadband  customer since 2016; I migrated from BT to EE early December 2023 ever since I have not been able to access BT Cloud - I have spent 5hrs to date in Chats will BT help they’ve accepted that I’m entitled to BT Cloud but in their attempts to assist me they have deleted my BT ID & Although my Account Number has remained the same - now it appears when I attempt to login to BT ID my Account number is no longer recognised- Can someone please help me - without doubt BT’s handling of this matter has been nothing short of inept and woeful - please can anyone help me 

[imjolly]

have you previously set up a BT cloud account?

• From 26 October 2022 BT Cloud will no longer be offered to customers who take BT Broadband packages. For customers who have not already set up the service, the option to do so will no longer exist in MyBT.  Existing BT Broadband customers who have already activated BT Cloud can continue to use it as they do today but will not be able to upgrade their storage.

[PB5_Cheshire]

To Clarify I registered for BT Cloud years before October 2022 and I have been using it without any problems PRIOR to migrating from BT to EE in early December 2023 -I was assured BT Cloud would still be available for me after I’d moved but sadly this has NOT happened

[Chris179]

Hi

I also have been having Cloud problems. Reported 15 Dec and after software upgrade a few days earlier have had problems.

Bt have passed to "off shore team"  whatever that is but still no conclusion or answer as to the problem.

A moderator on here passed my case to BT , but all I received was another progress call next day.

My feeling is that the new software version has problems, and as it is not a product offered to new customers BT cannot give a toss. Why should they when they are handing the problem to EE.

I will keep trying, time to demand compensation.

Chris

[PB5_Cheshire]

Hi Chris
Thanks for your empathy and honesty - I have spent over 5hrs in BT Chats trying to resolve this issue - frankly for a Communications Company they’re appalling thanks for your response although it doesn’t resolve my issue as you say it identifies a fundamental problem that BT are aware of but are seemingly reluctant to address and resolve - poor is an understatement

[NeilO]

@PB5_Cheshire I'm really sorry to see you're having problems accessing the BT cloud after migrating to New EE. This needs to go to a specialist BT Cloud team, I will send you a private message so you can get in touch with your details and the moderation team will raise a case with them.

Thanks
Neil

[Ricky147]

Hi Neil,

I'm unable to view my BT Cloud but my files still seem to be syncing, please advise.

When i try to login to BT Cloud i get error MBB3-01.

Does and will BT Cloud still work and for how long ?

Thanks

Ricky

[Chris179]

Hi Ricky

I had that code in late November, turned out it was a log in password/user error. It resolved its self after reporting fault.

Still have another fault on cloud still since 15 Dec.I think there is a big **bleep** up with latest software version.

Chris

[Ian113]

Hi, I had problems along with many other people with the last software upgrade which took ages to resolve but once fixed it had been working ok but it seems to have stopped working again although looks like a different issue. Windows App last uploaded files 4 days ago and it shows syncing all the time even though its not showing any files uploaded, even though  I have new and updated files saved. I logged in to the web client to check, which was ok but just get error message when trying to access any folders , says "technical issue try again later"

[oldchap]

Since I took the update to the app nothing is backing up from my iphone. Just shows on screen but nothing backs up (last success was the day before the update.

Tried restarting, even tried removing & reinstalling the app - now it shows 7046 items pending

Also I cannot view documents & files backed up previously.

Have done what was shown on screen, plugged in to charger, switched off auto lock & left app showing for over an hour, still no back up