This topic

Not able to disable BT Web Protect

sonoma — Mon, 18 Dec 2023 14:50:51 GMT

Hello,

I'm trying to disable my BT broadband web protect, every time I'm clicking on "switch it off" it's showing me "web protection will be enabled in 2 hours" and finally it's not meeting my purpose.

Can someone please advise how to fix this issue?

Thanks in advance.

Re: Not able to disable BT Web Protect

imjolly — Mon, 18 Dec 2023 14:55:29 GMT

you should be able to turn off web protect by going to MYBT

Re: Not able to disable BT Web Protect

sonoma — Mon, 18 Dec 2023 15:46:10 GMT

No, it's not working. I've done many times pressing "switch it off" and every time it said Web protection will be enabled in 2 hours.

Re: Not able to disable BT Web Protect

imjolly — Mon, 18 Dec 2023 15:52:38 GMT

Are you using the app or logging in using web browser

Re: Not able to disable BT Web Protect

sonoma — Mon, 18 Dec 2023 15:59:35 GMT

I've tried in both the way but no luck.

Re: Not able to disable BT Web Protect

licquorice — Mon, 18 Dec 2023 16:02:34 GMT

Are you the account holder or account manager?

Re: Not able to disable BT Web Protect

sonoma — Mon, 18 Dec 2023 16:12:44 GMT

Yes, I'm the account holder.

Re: Not able to disable BT Web Protect

PaddyB — Mon, 18 Dec 2023 19:20:01 GMT

Hi @sonoma,

Thank you for posting. I'm sorry you haven't been able to deactivate the BT Web Protect. If you send me your details, I'll be able to get this investigated.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Not able to disable BT Web Protect

sonoma — Tue, 19 Dec 2023 18:50:37 GMT

Hi, I have sent you the private message yesterday but not received any answer yet. Please have a look. Thanks

Re: Not able to disable BT Web Protect

imjolly — Tue, 19 Dec 2023 18:55:55 GMT

@sonoma

After you reply to the mods message you join a queue of other customers waiting for mod assistance. As everyone considers their problem as important the mods deal with requests for assistance in the order they are received to ensure everyone is treated equally when your request reaches top of queue mod will be in touch

Re: Not able to disable BT Web Protect

DavidM — Tue, 19 Dec 2023 19:07:05 GMT

Hi @sonoma ,

Thanks for the post. We have your message and will get to you in turn. We're really busy at present but once you're at the top of the queue we'll be in touch.

Cheers

David

Re: Not able to disable BT Web Protect

sonoma — Tue, 19 Dec 2023 19:44:36 GMT

Thank you, David.

Re: Not able to disable BT Web Protect

Anonymous — Fri, 22 Dec 2023 18:54:36 GMT

I’ve been having the reverse issue since the last hub firmware update, I turned it off to troubleshoot a work VPN issue and now can’t get it to switch back on.

All details are the same, get the usual 2 hour message via app or website, but it doesn’t switch on.

Just flagging, no need for a swift response this time of year but it hasn’t worked for a good few weeks.

Re: Not able to disable BT Web Protect

sonoma — Tue, 02 Jan 2024 12:49:35 GMT

Hello,

I have seen the message a week back that my issue has been picked up, but unfortunately the issue has not resolved yet. Also, nobody has contacted me so far, please someone can have a look.

Thanks

Re: Not able to disable BT Web Protect

NeilO — Tue, 02 Jan 2024 14:03:13 GMT

@sonoma I can see my colleague has tried to call a few times. He'll give you another ring this afternoon.

Thanks

Neil

Re: Not able to disable BT Web Protect

sonoma — Tue, 02 Jan 2024 16:41:06 GMT

@NeilO thanks for your reply. I've not received any call yet though, anyway I'm waiting.

Thanks

Re: Not able to disable BT Web Protect

sonoma — Thu, 04 Jan 2024 13:35:58 GMT

Hi,

My issue is still not resolved and nobody has been contacted to me. This is really frustrating, thinking to move away now.

Thanks

Re: Not able to disable BT Web Protect

licquorice — Thu, 04 Jan 2024 16:51:30 GMT

If the mods say they have tried to contact you, they have tried to contact you. Do they have the correct number for you?

Re: Not able to disable BT Web Protect

sonoma — Thu, 04 Jan 2024 20:37:57 GMT

Hi,

Yes, they have my correct number.

I'm giving you another number in private message, I'm available either of those numbers.

Thanks

Re: Not able to disable BT Web Protect

StuartH — Thu, 04 Jan 2024 20:46:31 GMT

HI @sonoma

Thanks for sending over those numbers, this is with a colleague who has assured me you will be called tomorrow on those numbers between 9am and 3.30pm to assist.

Thanks

Stuart