topic Re: BT Cloud error code MBB3-04 in Broadband & Landline

BT Cloud error code MBB3-04

highnoon1966 — Fri, 01 Dec 2023 07:21:03 GMT

Since migrating my broadband from BT to EE I am unable to log onto my BT Cloud account, I keep getting a "sorry there was a problem, please try again later. Error code MBB03-04" message. I thought people who migrated would still keep their BT Cloud access or is it some other unrelated issue? This occurs on both the web version and app version of BT Cloud.

Re: BT Cloud error code MBB3-04

juiceof2limes — Fri, 01 Dec 2023 07:53:40 GMT

You should keep BT Cloud and BT Email (if you have it).

I've recently moved over to EE from BT as well.

Not sure if this is connected, but if you log onto your BT account, do you see the options under your Products, Manage Email and Manage Cloud? If you click either of these, do you get an error message?

Cloud - "You have registered for BT Cloud on another account. Please switch accounts to access your cloud."

Email - "Warning : You cannot access this page as you are not the registered billing account holder."

For me, I've noticed that these Products are sitting under the EE account number and not my original BT account number so hence why the above error messages appear.

Top right, you can select/switch accounts. If I switch to BT account, I get no products listed.

Might post this question on the BT forum as likely it's BT who need to resolve this and not EE.

Re: BT Cloud error code MBB3-04

Neil-O — Fri, 01 Dec 2023 11:50:22 GMT

Hi @highnoon1966 I'm sorry you're experiencing problems accessing the BT Cloud. @juiceof2limes is correct you should keep this service when moving from BT to EE however there is a known problem with accessing the BT Cloud service at the moment and we're working to fix this.

Thanks

Neil

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Tue, 05 Dec 2023 12:23:14 GMT

Same here, sound like other are experiencing the same issues.

Regards

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Tue, 05 Dec 2023 12:24:19 GMT

Indeed, someone need to validate the migration process, it'll surely just get worse!

Regards

Colin

Re: BT Cloud error code MBB3-04

FE14 — Wed, 13 Dec 2023 15:41:27 GMT

I have the same issue. Does that mean the files have been deleted? Who can resolve this?

Re: BT Cloud error code MBB3-04

Neil-O — Wed, 13 Dec 2023 19:47:38 GMT

@FE14 welcome to the community and thanks for posting, I'm sorry you're getting an MBB3-04 error when you try to access the BT cloud. We'll be happy to help you with that, I'll send you a private message so you can get in touch with your details.

Thanks

Neil

Re: BT Cloud error code MBB3-04

highnoon1966 — Wed, 13 Dec 2023 20:20:52 GMT

@Neil-O I just tried logging on again only to get the message "BT cloud is no longer available. Error code MB5-06" can you shed any light on this

Re: BT Cloud error code MBB3-04

Neil-O — Wed, 13 Dec 2023 20:57:18 GMT

@highnoon1966 I'll also send you a private message.

Thanks

Neil

Re: BT Cloud error code MBB3-04

highnoon1966 — Fri, 22 Dec 2023 16:36:15 GMT

Just updating this thread to confirm after some work by the technical department to sycronise my BT Cloud account with my new EE account all is back to normal and I have full access to my BT Cloud again. Thanks to @Neil-O and all others for fixing this for me.

Merry Christmas all.

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Fri, 22 Dec 2023 19:38:43 GMT

Hi,

While having similar problems, can you confirm that your BT My products page correctly has a BT Cloud Tile and that the provided "Manage" Button takes you to your Cloud page? In my case this generates an error message.

I'm still stuck with that issue, although I can get to the Cloud via the PC App or directly on the Web Browser.

Support are still chasing the matter down, but havent confirmed when they will be able to do that.

Merry Christmas to you .

Colin

Re: BT Cloud error code MBB3-04

highnoon1966 — Fri, 22 Dec 2023 20:45:03 GMT

Hi @Colin_Black_EE

I have just checked and there is only an email tile showing on my BT account page. However I never accessed or managed BT Cloud from there anyway, I only ever logged on via the web login page or via the android app on my phone both of which are working now as before.

Re: BT Cloud error code MBB3-04

highnoon1966 — Sat, 23 Dec 2023 10:27:21 GMT

Hi @Colin_Black_EE

Just checked again and BT Cloud tile is on my account page but if I click on manage it comes up with the same error as you describe. It does however work via app and web login page.

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Sat, 23 Dec 2023 11:41:32 GMT

Hi,

I thought that might be the case, I guess Dev will get to it eventually.
We are obviously spread over two differing account management arrangements which seems to be at the heart of the thing.

Thankfully we can get now to the Portal via the APP, but it'll doubtless keep popping up for other users too.

My error thread is "Migration from BT to EE & BT Cloud"

Have a great Christmas.

Colin

Re: BT Cloud error code MBB3-04

PhilSutton1 — Fri, 01 Mar 2024 15:28:09 GMT

I still get the same problem and it's now March 2024.

Re: BT Cloud error code MBB3-04

PhilSutton1 — Fri, 01 Mar 2024 15:29:34 GMT

I'm also getting "You have registered for BT Cloud on another account. Please switch accounts to access your cloud." How do I fix this?

Re: BT Cloud error code MBB3-04

David-M — Fri, 01 Mar 2024 19:51:28 GMT

Hi @PhilSutton1 and thanks for the post.

We have a thread about this issue on the BT Community at Error Message MBB3-04 - Page 4 - BT Community. Take a look and let me know if that helps.

Cheers

David

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Tue, 05 Mar 2024 13:34:32 GMT

Hi,

Having been advised that the problem in relation to the BT Cloud Tile from with my products generating an error is a "cosmetic issue" I've stopped chasing it. I now access the could portal via the system tray APP link which works.

I would imagine that they will address the issue as part of ongoing development. Reading between the lines, and as the Cloud is not available for new customers I can imagine they will deprecate the functionality at some point. Which would be a pity.....

Regards,

Colin

Re: BT Cloud error code MBB3-04

highnoon1966 — Sun, 17 Mar 2024 17:21:45 GMT

I noticed on Friday that the internet login page for the BT cloud has changed in style and now seems more robust than the previous version.

Re: BT Cloud error code MBB3-04

Colin_Black_EE — Mon, 18 Mar 2024 09:14:21 GMT

I will have look.

Cheers