Unable to backup my mobile phone to BT Cloud

[pddco]

One month on and still not resolved. The case is with Synchronoss but I hold out little hope. Only after many attempts of uninstalling and reinstalling the app will it actually back something up (Android 10). But it refuses to do it automatically. Sometimes if you do a manual synchronise it’ll back the odd file or two. But that’s about it. Very frustrating. It only works marginally better on my iPhone (iOS 15.6). Again not backing up automatically, but seems to do a manual backup okay. In a word, for me, it’s quite hopeless as a reliable phone backup option. Continuing Using iCloud as a safety net. But Why should I pay for something else to get round the issue when the feature is meant to be part of my broadband package.? Very annoying. 

[pddco]

BT have just closed the complaint case against this issue. No explanation, no discussion with me before closing it. And the fault is still there. Still cannot backup from the Android phone. I’d got an Ombudsmen letter - about a week ago - with an invite to take the complaint further if needed or to wait a little longer. I’d chose to wait. But now the complaint is apparently resolved. Yet still no backup. All rather frustrating. I feel a phone call coming on… 

[pddco]

BT Cloud not backing up Android 10 phone is still not resolved. The issue was tracked by a complaint ref. Which has since been closed with no comms with me. Apparently this was done by mistake. I’d raised another issue,  about a couple of weeks ago, about my iPhone not being able to backup documents. BT assumed it was the same issue as the Android, said it was a duplicate, so closed down the existing live complaint. Rather annoying. But perhaps a lesson learnt. Don’t raise more than one issue. Wait till the original has been resolved first. Anyway apparently the technical team are still dealing so perhaps it’ll be resolved soon.

[timjh0]

Hi, like you I have a OnePlus 5 that doesn't back up automatically and appears to have stopped backing up manually now too. States backing up, checking, but does nothing - status messages are left a bit wanting IMHO.

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Please could you advise what the fix was? Or was it fine at the BT Cloud end?

Last backup 21/6/2022!

Thanks, Tim.

[pddco]

Hi @timjh0 . I didn’t post the original issue. But I have a similar issue with a Motorola Android phone. I’m still waiting on getting this sorted. It’s in hand with the Synchronoss tech team apparently. And has been for 3 months or now. Think with a lot of things to do with the BT Cloud we’re on for the long-haul. You maybe lucky and there’s a quick fix for your OnePlus 5. 

[timjh0]

Hi @pddco , thanks. The original post by @kevin_lowe was wrt a OnePlus 5 so I was hoping the same fix would work for me 🙂

Hope you get a fix for your Moto 

[kevin_lowe]

@timjh0  Your best hope is to get a BT tech expert to work on your case. I was told that the problem was resolvable by a team in the USA and it was.

[timjh0]

Cheers @kevin_lowe. So it wasn't a change in your mobile. Thanks

[pddco]

An update to say that the backup issue on my Android 10 phone is still not resolved and with the Syncronoss team. They’ve just reported back - via the BT help desk -  saying that the problem is with my phone not having enough RAM available. Sounds a cop out. Checked my phone’s Ram in developer mode and over 3 days there’s at least 500MB free and dynamically (current) there’s around 800MB. The BT help desk couldn’t tell me how much RAM was needed. And there aren’t any experts within BT to answer the question apparently - all have to be issued to Syncross to answer - which is hopeless if you ask me. So I asked that the question be pushed back to the Syncronoss team. Remember this app was working perfectly well up to June 2022. Something changed and BT can’t explain or offer any solution. Other than, it would appear, for me to change my phone. I’m sorry but they’ve not come up with any technical reason why that should be the case. I await their response. 

[timjh0]

Thanks, I replaced my phone a month or so ago (from OnePlus 5 to pixel 7) and guess what - it started backing up.

OT: Removing and reinstalling the BT email app helped with another problem I had with that particular app.