This topic

Parental controls wont turn off

DavidGoff — Tue, 09 Mar 2021 16:04:28 GMT

Okay, so in the last few days if i try to access certain site, I get a blue screen telling me I can't because the account holder has enabled a light filter on parental controls. I am the account holder and I haven't enabled this feature, when I log in I can see the parental controls are set to inactive.

The blue screen also tells me I can allow access to a particular site for a staed period of time but wjen I try I am informed that I do not have permission as I am not the account holder. I am the only account holder.

This happens with al devices and all browsers.

I am a professional writer and this is interferring with my research. Help.

Re: Parental controls wont turn off

JohnC2 — Tue, 09 Mar 2021 19:36:11 GMT

Hi @DavidGoff welcome to the forum and sorry you are having a problem with the Parental Controls.

As the Parental Controls are showing as inactive try a Reset of The BT Home Hub and see if that works.

cheers

John

Re: Parental controls wont turn off

DavidGoff — Tue, 09 Mar 2021 21:07:00 GMT

Thanks John,

Also advised by live chat to do that. Will try tomorrow as others are workingg on the web tonight. Ill let you know if it works.

Re: Parental controls wont turn off

DavidGoff — Wed, 10 Mar 2021 09:24:07 GMT

Sadly, that didn't work. Same sites blocked, same messages.

Re: Parental controls wont turn off

JohnC2 — Wed, 10 Mar 2021 09:37:22 GMT

Hi @DavidGoff thanks for trying that and sorry it hasn't resolved the issue. Can I ask you to try one more thing and Turn Off Web Protect and see if you can then reach the websites.

cheers

John

Re: Parental controls wont turn off

DavidGoff — Wed, 10 Mar 2021 09:48:06 GMT

John, I appreciate your help and patience.

I have now turned web protect off. It says it could take 2 hours to come into effect so I guess Ill try again around noon.

Re: Parental controls wont turn off

DavidGoff — Wed, 10 Mar 2021 13:56:24 GMT

And that didn't work either. Same problem persists.

Re: Parental controls wont turn off

JohnC2 — Wed, 10 Mar 2021 13:59:50 GMT

Hi @DavidGoff, thanks for trying and sorry it hasn't worked. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you with this.

cheers

John

Re: Parental controls wont turn off

DavidGoff — Wed, 10 Mar 2021 14:25:58 GMT

John, I appreciate your help.

I can see from a web search that this has happened tp otherd before but I cant find a fix. I have sent the message as you suggested

Re: Parental controls wont turn off

DavidGoff — Sat, 20 Mar 2021 14:07:57 GMT

"We are due to contact you on on 20 Mar 2021 between 12:00 and 14:00."

And so yet another day where BT said they would contact me but didn't. Why say you are going to call if that isn't the case? It just adds to the frustration. I think thats about 6 of these pointless messages I've had on my case so far. The origibnal issues still persists.

Re: Parental controls wont turn off

NeilO — Sat, 20 Mar 2021 15:02:59 GMT

Hi @DavidGoff I'm really sorry about that, I can see my colleague DavidM has been helping you but due to unforeseen circumstances he couldn't work today. We'll get back to you this afternoon.

Thanks

Neil

Re: Parental controls wont turn off

DavidGoff — Sat, 20 Mar 2021 15:08:38 GMT

Neil, I appreciate you taking the time to reply. You can appreciate it is frustrating to be kept in the dark.

Re: Parental controls wont turn off

Egf — Sat, 02 Jul 2022 19:40:31 GMT

Did this get sorted? I have the same problem and have tried all the suggestions here.

Re: Parental controls wont turn off

DavidGoff — Sat, 02 Jul 2022 20:55:11 GMT

Yes, eventually we worked out that my number had been switched with someone else's who had the controls set up. I only realised when I called my home phone and heard someone else's answer machine. A long shot but worth a try.

Re: Parental controls wont turn off

Egf — Sun, 03 Jul 2022 05:47:55 GMT

Thanks

having not worked for a week, I merely called my own phone number then tried again and it was sorted. Maybe a coincidence but thanks for your tip.