<p>See our <a href="https://www.bt.com/help/broadband/bt-cloud/getting-set-up/download-or-access-files/how-do-i-download-files--folders-and-devices-from-bt-cloud-">help page</a> for further information.</p>
That suggests there's something wrong with your account - e.g. it's not activated, or disabled due to suspicious activity. Are you able to log into www.bt.com/mybt ?
