BT Cloud

[Lisash1]

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Help! I'm trying to download my files from BT Cloud. I read the date in the letter (which i only received at the weekend due to being away with work for a month) as being upto and including 31st October; however, when I log on to BT Cloud today I can't seem my files. I have over 10 years of photos on there. Is there any way of accessing them?

[imjolly]

according to the BT about closing cloud - BT cloud is now 

Download your files from BT Cloud | BT Help

[pddco]

If you’ve got the PC desktop app and select the ‘Download’ option ( the other two are Open Web and Your Cloud) you may be lucky and find your files are still there? If so, select the folder and choose the destination then click ‘Download’ . The popup will disappear but clicking on the cloud icon again you should see the progress of files  being downloaded. There’s no guarantee of course that any of this will work as the close date has come. But hope you’re lucky.

[Lisash1]

I found this page and tried it via the app, but the app seems to have closed down; it just throws up an error message saying that the app is no longer available. I've also tried it via the web browser, and this also shows an error message.

[pddco]

**** Hang on.. Ignore what I’ve said below. Just tried again after having logged on via the web browser and seeing my stuff still there. I went back to the app and it downloaded selected files. So perhaps there’s a bit of light for you? No harm in talking to BT and see if they can help?? ****

I was curious and tried to download a couple of files again from the app myself.

Got an error message ‘Sync failed … You’ve run out of space in the Cloud and we cannot continue “ 

So I’m afraid it looks as though the Cloud has indeed closed. Or at least made inaccessible. 

Just a thought, not sure which devices your 10 years of photos have come from, but if you’ve got a BT Cloud folder on your PC (or perhaps other PCs?) you may find folders in there with the devices (mobiles/tablets) and their photos/videos.

Unfortunately, unlike mobile devices with the app, PC based photos were not copied over / synced to another PC  - was really just backup only. So if you’ve deleted them on the PC to save space and relied on the cloud for extra storage then they’ve probably now been deleted or at least  made inaccessible. 

[Leanne_T]

Hi there @Lisash1 

Thanks for coming to the community and letting us know you are unable to download the files. 

I have sent you a private message to get some extra details. 

Please take a look and get back to me when you can. 

Leanne.

[Lisash1]

Thank you for the advice @pddco. I can't see a BT Cloud folder on my desktop but I've still got a couple of older Laptops knocking around so I'll see if they throw anything up. I may have the photos stored on a hard drive somewhere in the house but I'm not 100% sure.

BT have now made contact, so I'm very much hoping they'll be able to help 🤞🏼