Unable to backup my mobile phone to BT Cloud

[kevin_lowe]

I have had BT Cloud and my OnePlus 5 mobile for years and have had very little issue with automatically backing up my photos. But my photos have not backed up since early July 2021 and I can't work out what's going on. I've reinstalled the BT Cloud app several times, ensured all permissions are in place and yet still I can't get my photos to backup - my contacts always backup but not photos.

I've sent several emails to the BT Cloud team dating back to December 2021, but I have had no response - poor.

Please can someone advise on what I have done wrong and how to rectify the situation. Thanks.

[PaddyB]

Hi @kevin_lowe,

Thank you for posting. I'm sorry if you can't back up your photos from your mobile. If you take a look at How to set up auto back on Android. You'll find the steps you need to follow to set this up on your phone.

•  Launch the BT Cloud app and select the Menu icon (it looks like three horizontal lines) then the Settings cog.
• Select What to Back Up and backup options will be displayed.
• Tick or untick the content you want to back up.
• To switch automatic backup on or off for mible data, go to How to Back up and tick Wi-Fi only or Wi-Fi and Mobile Networks. We recommend using the Wi-Fi only setting, as backing up your files over 3G or 4G will eat into your mobile data allowance.

Please give those steps a try and let me know what happens?

Thanks,

Paddy

[kevin_lowe]

Thanks for the reply. I did say that I was able to backup until July 2021. I have no problem with the settings as I have done them several times before but I still can't sync to BT Cloud. There must be something else wrong with my phone settings or at the BT end. I'm not aware of changing anything in July 2021 that would cause an issue.

[DavidM]

Thanks for getting back to us @kevin_lowe .

I'd like to take a closer look at this for you. I'll need a few details so I'll drop you a private message now so you can get in touch.

Cheers

David

[pddco]

Did this get sorted? I’ve a similar issue on an Android phone. It doesn’t automatically backup. And when I try to backup manually it just sits there saying ‘Backing up content’ but  very rarely does it complete. It used to be very reliable, so something’s changed! 

[kevin_lowe]

Hi
The problem did get sorted once the experts got involved. Like you, I did nothing differently but the service stopped and so must have been a platform issue. Apparently, the platform experts are based in the USA. Someone from BT must be able to help you as they did with me. They are goods guys!

[NeilO]

@pddco I'm sorry you're having problems backing up your phone. I'll send you a private message so you can get in touch with the moderation team and we'll raise a case with the Cloud team. 

Thanks

Neil

[pddco]

Thanks. Good to hear it got sorted. I’ll start another thread with a bit more detail and hopefully service will be restored. Odd that things stop like this though. 

[pddco]

@NeilO That’s brilliant. Thanks!

[pddco]

In case anyone is following this thread, an update. The moderator helped escalate the the problem to the right teams. Who were very helpful. But this issue is still there and lodged with Syncronoss with no date given for it to be resolved. So it looks as though I’m in for the long haul. Just to recap. It’s an Android 10 phone that fails to back up, or only backs up intermittently. Usually once after a reinstall. But certainly not automatically in the background. It had previously worked fine up until a few months ago.