Migration from BT to EE & BT Cloud

[Colin_Black_EE]

Hi,

After disccussions with the 'Loyalty' Account Team I have recently migrated from BT to EE  For both Mobile & Landline based Broadband) I did this as BT advised they will stop providing Domestic Services, with their focus being on business customers, EE (part of BT Group businesses) will be the new default provider. I also made a small reduction on costs. I was addtionally advised that I would retain my BT Cloud and other previous BT features. The new Router & SIM were supplied, although I had no guidenace about the need to get a PAC Code to migrate my exisiting number, however after some support from help I managed to resolve this issue. Router Installation was simple, with just the need to migrate my Wireless devices.

BT deprecated their BT Cloud Services from October Last Year but existing customers retained the 1TB storge Cloud service. As part of this migration exercise I discovered that my Cloud Desktop Sync APP while appearing to work on the desktop was not actually Syncing my Content,  and attampting to administer my BT Cloud account by Web Browser is not working at all. (error messges)

I'm now into my 2nd week of chasing this problem, and while I do have a helpful BT person keeping me informed of their 'Tier 2' Support team involvement, I'm not actually making any progress with accessing or adminstering my Cloud Store.

Anyone else successully migrated to EE and reatined their BT Cloud functionaility?

Thanks,

Colin

[juiceof2limes]

I have the same problem with Email and Cloud.  Moved over to EE end of November.
Logging into my BT account now gives the option of selecting either my old BT account number or the new EE account number.
Under the BT account number, it shows I have no products (which is kind of correct), but if I select the EE account number, it shows I have EMAIL and CLOUD.   This is confusing because both of these products should be listed under BT account number.

Selecting either EMAIL or CLOUD gives following errors which makes sense because these should be access under the BT account number not the EE account number.  Seems to me there is a bigger issue here with migration of users from BT to EE and products are being moved that should not be.

EMAIL 

CLOUD

[Colin_Black_EE]

Agreed, and sound exactly same as the problems I'm experiencing.
It was mentioned by my support contact that others are having the same issues.
As of today I get the same errors as noted previously.

I suspect they killed off my 'BT' portion of my setup during migration arrangement, it feels like it's simply an account management process. Remember my  my storage indicator went to 0Bytes available although this was quickly remedied by support back to 1TB .

Let's see what comes back and thanks again for sharing the experience.

Regards,

Colin

[Neil-O]

Hi @juiceof2limes are you still able to access your BT email directly from webmail at https://www.bt.com/email and the Cloud at https://btcloud.bt.com or is the issue with managing these services in MyBT?

Thanks

Neil

[juiceof2limes]

Hi Neil

Yep I can access email directly from Webmail and also download via POP3, I just cannot manage those email addresses.

For BT Cloud, must admit I have not used it for a long time, just tried to login and get

So that is either because I no longer have it or there is an issue.  If I don't have it, I  then would not expect to see the option to Manage it but I do get that option.

Martin

[Colin_Black_EE]

Again, same for me, although I do use the Cloud feature which is currently broken

The features/products seem to be linked to EE account but with some parts managed by the BT account which doesn't have any features/products enabled or available or perhaps they have been cancelled at the point of migration? So how can we manage features that are only available from BT while having no account? Or maybe new or migrated BT account can't have Cloud? I Understand that it's not available for new customers.

As a further clue I remind you that Immediately after I migrated the Desktop Cloud APP it showed 0bytes available, and not unexpectedly thing stopped Syncing, why was that? The errors are clear 'you don't have the correct account to manage, please witch account' I suspect the feature or account was cancelled.

There should be an audit trail of account changes on your platform? 

Finally I's say that the  the support team / dev team should be able to emulate real user doing precisely the same thing in validating the migration steps?

Ive not heard of anyone who has migrated  EE successfully using the BT Cloud, have you? 

Thanks

[John-C]

Hi @juiceof2limes and @Colin_Black_EE sorry that you're unable to manage your email and Cloud accounts.

I've sent you a Private Message so you can get on touch with the Mod team and we'll be happy to help you further with these issues.

Cheers

John

[Daniel-S]

Hi @juiceof2limes,

Thanks for taking the time to speak with me today.

I'm glad that I was able to get this sorted for you.

If you ever need help in the future, please, get in touch.

Thank you
Daniel-S

[juiceof2limes]

Hi Daniel

Thanks for the call and working through a solution. At least when this crops up for others there is a fix that can be applied in the interim until a permanent solution is put in place.

Thanks

Martin

[Colin_Black_EE]

Update and better news 😁

I received a support call from the management team yesterday notifying me that some changes have been made by development. Over the weekend I will more extensively test the Sync & Backup utility from the PC APP & Web Browser.

At first Glance things are working as they should between the PC APP and the Cloud.

1. The access to my BTCloud has come back to life and I can now reach the relevant web page once again.
2. I did spot  that I'm now back to just one account number, the BT account, previously I had two on the page (BT/EE)
3. Additionally if I now go to 'MY Products' the interface now correctly indicates Email & BTCloud products.
4. Clicking on the 'Manage' Icon in the Email Panel correctly takes to to the management page
5. Clicking on the 'Manage' Icon in the BTCloud panel still results in an error. (Images attached) maybe simply a URL issue?

Launching the browser from the system tray icon correctly takes you to the Cloud portal as it used to and everything seems to be there, creating a folder in Cloud correctly syncs back to the local PC Folder.
So not quite perfect as yet, but I'm relieved that the capability is restored, hopefully it'll help anyone else in a similar situation. I'll report my finding after more  testing and I'll notify my BT Contact of the latest position.

Have a good weekend all.

Regards,

Colin

[Colin_Black_EE]

Another Update.10/12/2023

1. The BT Cloud is available via the Web browser
2. This morning the PC APP is now not working and reporting problems, this was working yesterday
3. Attempting to save diagnostic logs and the APP goes non responsive.
4. Images attached.

I'll keep reporting issues here and to my BT Contact by email.

Regards,

Colin

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