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

[Storm500]

@Colin_Black_EE   Have you tried contacting BT support or posting on BT community, where the mods may help, about the problem with BT Cloud. My understand is that it’s staying with BT and hasn’t been moved over to EE.

[Colin_Black_EE]

Yes, you are correct Cloud stays with BT.

My helpful contact is with BT, the issue I suspect the problem is the lack of response from Tier 2 internally.
I've mailed today requesting a point of contact for Tier 2 or preferably a manager.
I have a background in ICT support and I know it can be challenging dealing with issues, but the lack of meaningful feedback isn't really acceptable.

Thanks for taking the time to post. 

[Storm500]

That’s ok. As you were posting on the EE community I read your posts that you were contacting EE. I’ll have to see what happens when we migrate over to EE as we have BT Cloud and emails.

[XRaySpeX]

@Storm500 : EE supply no email addys. You could convert to BT Premium Mail for £7.50 pm when you leave BT BB. 

[Storm500]

@XRaySpeX  Existing BT broadband customers who have BT Cloud and/or BT email who migrate to EE broadband can keep their Cloud & emails for free and they will still be administered by BT not EE.

[Colin_Black_EE]

That's supposed to be my situation, I do have two accounts one EE and one BT Problem is the legacy BT Cloud element  doesn't work as it should, I guess I'll just need to wait for the response from Tier 2 support.

Thanks for the comments, I'll provide feedback when I make progress.

Colin

[Colin_Black_EE]

Update.

Following another contact with support, I'm advised that this issue is still being investigated.
Although It also was mentioned in email correspondence that other customers are now having the same or similar  problems.

For clarity the Mobile Phone BT Cloud APP appears to work as it should, as does (in part) the desktop APP.
Looking at the system Tray APP it appears that files are being Sync'd with the Cloud (that's the good news)

The problem is in the administration of the Cloud from the Desktop or from the link from within in the Desktop APP. Launching  those goes to the relevant Web page but all you get is errors including 'Cloud is no longer Available'.

I should also mention that when I migrated my Cloud storage was set to 0 Bytes available. With this support successfully quickly made the Storage available (1TB)

More updates when I get any progress.

Colin

[James_B]

Thanks for keeping us updated @Colin_Black_EE 🙂

James

[Colin_Black_EE]

Update

As we now head to the 2nd month of no ability to administer my cloud on a Computer and despite periodic emails from the one person who has been trying to help Ive made no progress. Ive been supplying screen shots, and feedback to try and help them but it's seemingly useless. I had been promised communication from a manager this week but sadly this hasn't happened either.  It's now time to talk about compensation for the failure to have delivered a service which I'm paying for. I will shortly be drafting and sending  a formal letter of complaint to BT/EE and will be seeking redress for their failure to deliver a working service, which is in essence a breach of contract.

As before as and when and if I gain service I'll share the outcome.

Regards,
Colin
  

[Neil-O]

Hi, @Colin_Black_EE I'm so sorry to see you've been experiencing problems with the BT Cloud service. We've seen reports on the BT Community forum this morning that the known problem you've mentioned is resolved, customers have been able to gain access and sync files. Have you tried accessing it this morning? 

If you're still having problems, reply to the private message I've sent you and we'll be happy to chase up the BT Cloud team for a resolution.

Thanks

Neil