This topic

Parental Controls not blocking anything

TantalicSword — Tue, 31 Aug 2021 08:47:03 GMT

Hi,
I am new to forums but thought I would give it a go as I am now getting desperate for a resolution. I moved into my new home on the 15th July and had my broadband (FTTP) connected up on the 26th July. The parental controls have not worked since it was connected. My online account says it's activated, and if I change the filter or settings, I get an email confirmation saying it's been changed but nothing is blocked. I've called BT too many times to count and spoken to tech teams/fault teams and had an engineer come to my property to look at the issue but it's still not resolved. I am using a FTTP Smart Hub 2 which has been factory reset and I have also tried a different Smart Hub 2. I have tried changing the parental control settings on my online account and on the BT app but still nothing is blocked. I have seen other posts with similar issues and have tried the solutions recommended. My previous address with an older Hub and FTTC worked fine without an issue.
I have 3 children who currently have unrestricted access to all on the web so any help would be appreciated. Thanks.

Re: Parental Controls not blocking anything

Carlusha — Tue, 31 Aug 2021 09:01:27 GMT

@TantalicSword While you're waiting for an expert to join in, you might find some helpful suggestions here:

https://www.bt.com/help/security/parental-controls

Re: Parental Controls not blocking anything

TantalicSword — Tue, 31 Aug 2021 09:32:48 GMT

Hi Carlusha, thanks for the advice. I have gone through the suggestions but unfortunately not resolved the issue.

Re: Parental Controls not blocking anything

DarrenW — Tue, 31 Aug 2021 15:46:43 GMT

Hi @TantalicSword

I can help with this and will be in touch, sorry you are having problems! I am sure we can get it working quickly.

Re: Parental Controls not blocking anything

swedishfish — Tue, 07 Sep 2021 20:44:31 GMT

We're having the same issue. We've tried disabling and reenabling the parental filters and we've tried adding specific websites to block but those inappropriate websites are still accessible. Any suggestions for getting the parental controls working?

Thanks!

Dave

Re: Parental Controls not blocking anything

TantalicSword — Tue, 07 Sep 2021 21:07:35 GMT

Hi Dave,

Mine is working now. DarrenW sorted it out for me. It wasn't anything I could have done my end. It was something technical on BT's side of things. Try messaging Darren for help.

Good Luck.

Re: Parental Controls not blocking anything

swedishfish — Tue, 07 Sep 2021 21:20:44 GMT

Hi @TantalicSword,

Thanks for the quick reply! I will see if @DarrenW can work his magic for me as well.

All the best,

Dave

Re: Parental Controls not blocking anything

JohnC2 — Wed, 08 Sep 2021 08:37:29 GMT

Hi @swedishfish, welcome to the forum and thanks for posting. Sorry that your Parental Controls are not working. Darren may be offline and therefore I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this if needed.

cheers

John

Re: Parental Controls not blocking anything

DarrenW — Thu, 09 Sep 2021 15:19:05 GMT

Hi @swedishfish,

We have been working on your issue, if you could login to bt.com and activate a new Parental Control service everything should work as expected.

Please post back with your experience after waiting at least 2 hours from creating a new Parental Control service.

Re: Parental Controls not blocking anything

swedishfish — Thu, 09 Sep 2021 16:53:04 GMT

Thanks @DarrenW, will give that a try and report back.

Re: Parental Controls not blocking anything

swedishfish — Fri, 10 Sep 2021 19:06:00 GMT

Hi @DarrenW, whatever you did fixed the issue. Thank you for your help!

Re: Parental Controls not blocking anything

omar_r6 — Fri, 24 Sep 2021 21:37:07 GMT

hi there wonder if you could help i am having the same problem where my parental settings not working its a new full fibre setup today having 3 youngs I want to make sure everything is block virgin setting was so simple but i am having a hard time with this one could someone tell me if i change the from the home hub to nighthwak will the bt parental setting still work ?

Re: Parental Controls not blocking anything

stephenb123 — Tue, 15 Nov 2022 21:40:05 GMT

Hi @DarrenW , I am having the same issue of parental controls mysteriously having stopped working for all devices in my home. I've been through the live chat process of resetting my DNS settings and resetting my router but none of that has helped. I would really appreciate if you could help me get these controls working again!