Downloading and removing everything from BT Cloud

[Pipkins]

Hi, I have no idea how to download everything from BT Cloud to my PC. I keep getting errors. 

[imjolly]

this is the BT age

https://www.bt.com/help/broadband/bt-cloud/getting-set-up/download-or-access-files/how-do-i-download...

[Trudiem]

I've tried all the suggestions from BT on downloading cloud files. Ive downloaded the app on the desktop twice and the phone once - neither will let me sign in. I've tried on Google and Edge - both just give me an error or say 'BT cloud is no longer available' . I've tried phoning but there is no category for cloud issues so Ive just ended up with them testing my line! I have no idea if I have any BT cloud files but I'd feel better knowing. and I dont want to lose older emails

[Peter_W]

Good morning @Trudiem, welcome back to the BT Community!

When you're trying to log in via the desktop app what's the exact error it's giving you, and have you checked to ensure you're using the latest version? 
Also if it presents you with the option, have you tried resetting the password that you use to log in?
Peter

[Trudiem]

sorry Peter, i'd sort of given up so only just saw your question. I downloaded the desktop version 5 times in all (now removed all) so pretty sure it was the latest version. I dont think it offered me a change of password but I'll check. Are you able to tell me if the Cloud closure will affect storage of my older emails ? as far as I know I've never saved anything else to BT cloud but I lost a whole load of emails off the BT email server last year that couldn't be restored so I started to back them up but haven't for a while so slightly panicking that they'll all be n the BT Cloud and I'll lose the lot! meawhile I'll check again for the error messages and post them here

[Trudiem]

This is when I try with internet browser

[Trudiem]

This is screenshot of iphone - downloaded in last few days

[Trudiem]

This is app. I did get a message about changing synch settings so perhaps thats the problem

[Trudiem]

Hooray, I think I've done it! out of desperation I tried using the original user name and password I had when I first signed up to BT mail in 2009! I then could see files up to about 2016 so I've downloaded the ones I wanted to keep. Not sure about post 2016 but at least I've got the oldest ones and Im hoping the newer ones are backed up in One Drive or icloud. Phew!

[Peter_W]

Hi again @Trudiem, I'm really glad to hear that you've managed to get some of your older files downloaded here!

I don't have access to your account to see exactly how this is set up at our end, but it's interesting to hear that it worked for your older email address, but you had issues with your newer one. 

If you get time it could be worth reaching out to our customer care team so they can check over where the Cloud membership was held, as it could be that this was the dedicated log in. 

Peter