BT cloud downloads/restores are corrupted

[PeterJM123]

Figured out how to download with the BT Cloud app, but it has somehow trashed my main hard drive, so it remains a nightmare. BT has dumped its decision to close the service on loyal long term customers with no recompense. It has cost me £100s and 100s of hours and still not resolved. 

[PeterJM123]

I sent ny details. A BT cloud expert was supposed to call me but didn't. 

[Prof_H]

When I went to download my by BT cloud files - all I could see were my folders - all empty. No sign of the files.

I don’t know if it helps but I can tell you what the Cloud expert had me do. 

He walked me through uninstalling the app then reinstalling it. He had me click ‘download’ in the app and everything down loaded ok. The Directory structure complete with all the files. 

Looked like the app might have frozen in the background- reinstallation restarted it (?)

Hopefully the cloud expert will get back to you!

[Michael_D]

Hi @PeterJM123 

I've replied to your private message so I can try to get this chased for you.

Michael

[Lila]

How did you speak to an 'expert' please? So far, I have one attempt where the subfolders have merged into one, so can't tell what goes where. The 2nd attempt just gives me empty folders. 

[Katie_B]

Hi @Lila. 

Thanks for coming here. 

I'd love to see if I can get this looked into. 

I've popped you over a private message. 

Katie

[Lila]

I have tried messaging you with screenshots of the problem and I get this error.

There is nothing highlighted in the message.

@Katie_B 

[Lila]

@Katie_B 

Tried again, removed the screenshots, same error message so summarising here instead:

Account number: 

From App:

folders are downloaded but are all empty.

From web:

folders are downloaded. If they have single files in them, they are downloaded. If they have subfolders, the subfolder downloads but the subfolder is empty.

I have installed the latest version of the app. I have uninstalled and reinstalled twice.

I have tried saving to different locations.

I have now spent close to 4 hours trying to get my files back from BT.

How can this be done please, without wasting any more time or money?

Thank you

[Katie_B]

Hi @Lila. 

Are you providing a link in your private message to?

Katie

[Lila]

No - literally what I posted above, with screenshots.