This topic

Unable to turn off Web Protect

jb82 — Thu, 29 Apr 2021 23:34:44 GMT

I just received an email telling me Web Protect has been enabled on my BB line.

I did not do this myself and I don't want it enabled.

I followed the link to turn it off (Manage Broadband/ Switch Off Web Protect). This brings up an operable pop-up message with 'Leave Web Protect On' or 'Switch Off'. Selecting Switch Off (or leave on) does nothing.

Same behaviour on different browsers/devices/with cleared cache so it seems to be an account issue behind the scenes.

Swift help much appreciated, thanks!

Re: Unable to turn off Web Protect

DanielS — Fri, 30 Apr 2021 11:11:12 GMT

Hi @jb82,

I'm sorry to hear that it won't turn off for you. I've seen it work for others first hand so I know something else has gone wrong for you. I'd like to look into this for you. I'll send you a private message with some info that I need.

Thanks

DanielS

Unable to disable BT Web Protect

freakstone — Fri, 30 Apr 2021 17:44:02 GMT

Since BT Web Protect was automatically enabled I have been unable to disable it via the Security settings. I get the "Leave Web Protect on/switch it off" buttons in the popup window but clicking" switch it off" does nothing at all. Have tried in multiple browsers on multiple devices (IE/Edge/Chrome on Win 10, Chrome on Win7) in case it was browser specific.

Anyone else experienced this? I noticed someone else posted about Web Protect being enabled and that they could turn it off OK so just wondering. Disabled ad blocking as well.

Re: Unable to disable BT Web Protect

Carlusha — Fri, 30 Apr 2021 18:41:58 GMT

Try logging in to your MyBT, go to Manage my Extras and turn off your BT Web Protect there.

Remember to allow about 2 hours for this to take effect.

Re: Unable to turn off Web Protect

Lumens — Sat, 01 May 2021 08:16:53 GMT

Not working for me either. Tried to switch it off on multiple browsers but the “are you sure…” dialogue box simply won’t accept a Yes click.

Re: Unable to turn off Web Protect

JohnC2 — Sat, 01 May 2021 08:47:22 GMT

Hi @Lumens, welcome to the forum and sorry you are experiencing this problem also. 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: Unable to turn off Web Protect

toucanbird — Sat, 01 May 2021 09:22:31 GMT

Not working for me either. Tried to switch it off on multiple browsers but the “are you sure…” dialogue box simply won’t accept a Yes click.

Re: Unable to turn off Web Protect

JohnC2 — Sat, 01 May 2021 09:46:48 GMT

Hi @toucanbird, welcome to the forum and sorry you can't get it switched off. I've also sent you a Private Message so you can get in touch with us and we'll be happy to help you with this.

cheers

John

Unable to turn off BT Web Protect

Hutchi — Sat, 01 May 2021 12:49:15 GMT

Im having an issue with a program on my pc which isn't able to connect to the internet as its being flagged as a 'not secure connection'. Ive looked on google and it seems to be a common problem with people who have BT internet. The fix is to turn off BT web protect but when I try to turn it off on my.bt.com it won't allow me to click the 'switch it off' button. I click the 'switch off' button then a window pops up with 'leave web protect on' and 'switch it off' but neither options do anything. It should open another window when I click 'switch it off' which says it can take 2 hours for it to register to turn off and I'm not getting it. I have tried multiple browsers, chrome, firefox, edge and safari as well as trying it on my pc and MacBook but I get the same problem.

Re: Unable to turn off BT Web Protect

JohnC2 — Sat, 01 May 2021 13:19:41 GMT

Hi @Hutchi, welcome to the forum and sorry you are unable to switch off webprotect. 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: Unable to turn off BT Web Protect

NeilO — Sat, 01 May 2021 15:04:54 GMT

Hi Everyone,

Thanks for sending over your details, I'm really sorry you have been unable to deactivate the Web Protect service in MyBT today and I would like to apologise for any inconvenience caused as a result of this.

We have raised this problem with the relevant teams who have confirmed this is under investigation and we'll post back here as soon as we have any updates.

Thanks

Neil

Re: Unable to disable BT Web Protect

freakstone — Sat, 01 May 2021 16:51:11 GMT

That's exactly where I did it from. Clicking the switch it off button does absolutely nothing. It doesn't even register and make the pop-up window disappear. The only way I can get out of the pop-up window is to click the X.

This "Switch it off" button does nothing at all.

Re: Unable to disable BT Web Protect

NeilO — Sat, 01 May 2021 17:26:42 GMT

Hi @freakstone I'm really sorry about the problems you've encountered when trying to turn off web protect. We're aware of this problem and working on a fix.

In the meantime, I'll send you a private message so you can get in touch with the moderation team and we can turn that off for you. You'll get the private message by clicking on the envelope in the top right of the community.

Thanks

Neil

Re: Unable to disable BT Web Protect

freakstone — Sat, 01 May 2021 18:09:47 GMT

This has been disabled now. Thanks.

Re: Unable to disable BT Web Protect

NeilO — Sat, 01 May 2021 18:16:15 GMT

Hi Everyone,

I've just received an update to say that the function to disable BT Web Protect has been fixed, you can now manage this via the MyBT website or app again.

I'm really sorry for any inconvenience caused.

Thanks

Neil

Re: Unable to disable BT Web Protect

jb82 — Wed, 05 May 2021 14:02:09 GMT

My thanks to the BTC mods. This was resolved very quickly and painlessly in my case and it looks like it has for everyone else now too. Great stuff - thank you! 🙂