This topic

Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Tue, 21 May 2024 07:49:02 GMT

The parental controls on my account have not been working for over 2 weeks, and despite trying to get help from both the chat and phone support, I've been met with little assistance. To make matters worse, I experienced the same issue a few months ago, which took weeks to resolve.

Has anyone else had this problem with their BT parental controls? Any help or advice would be greatly appreciated!

Re: Parental Controls Not Working - Frustrated with Lack of Support

DPW1982 — Tue, 21 May 2024 10:16:30 GMT

I'm having exactly the same issue, and has been like it for over two weeks now.

I have had a few calls from support, one where they had reset the controls, and asked me to set them back up again which i have done. This didn't work so they have gone back to try something else but as yet still nothing resolved.

I think there is clearly a big issue here, and BT are not doing anything like enough to resolve. I would suggest a great deal of customers would be completely oblivious to the problem and think they are working when they are not

An update would be appreciated!

Re: Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Fri, 24 May 2024 11:03:40 GMT

The same here, with very little help or feedback.

Re: Parental Controls Not Working - Frustrated with Lack of Support

JohnC2 — Fri, 24 May 2024 18:12:26 GMT

Hi @Monty_jon, sorry your parental controls aren't working and you've been waiting for help yo get it fixed.

I've sent you a Private Message so you can get in touch with the Mod team and we'll ensure that the fault with the Parental Controls has been sent to the correct team to resolve it for you.

Cheers

John

Re: Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Fri, 31 May 2024 13:41:52 GMT

Still not fixed, and still no help from BT

And no help from the Mod team?

Re: Parental Controls Not Working - Frustrated with Lack of Support

NeilO — Fri, 31 May 2024 14:00:00 GMT

Hi, @Monty_jon I'm sorry, I previously referred your case to the faults team who deal with parental controls issues as it's a specialist area. I'll ask them to look at this again.

Thanks

Neil

Re: Parental Controls Not Working - Frustrated with Lack of Support

DPW1982 — Fri, 31 May 2024 14:01:15 GMT

I've decided to leave BT due to this issue, completely unacceptable.

Re: Parental Controls Not Working - Frustrated with Lack of Support

Keith_Beddoe — Fri, 31 May 2024 14:02:52 GMT

The moderators would have passed the request to another team, possibly a third party provider.

Bear in mind that its very easy for a user to bypass the controls anyway, as they only work with BT`s DNS servers.

Some third party routers do local filtering based on domains and site contents, but there would not be any support for them from BT.

Re: Parental Controls Not Working - Frustrated with Lack of Support

Keith_Beddoe — Fri, 31 May 2024 14:05:23 GMT

@DPW1982

No provider is going to be able to provide reliable Parental Controls, as they all rely on DNS.

Re: Parental Controls Not Working - Frustrated with Lack of Support

DPW1982 — Fri, 31 May 2024 14:07:26 GMT

This may or may not be true, i'm no expert at all.

But i know full well they worked for a good amount of time probably up until a month ago.

Absolutley nothing has changed in my setup and now they do not work at all and absolutley no site is blocked.

I have three children and thought there was at least a layer of protection.

This is clearly a BT issue.

Re: Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Fri, 31 May 2024 14:23:19 GMT

Mine worked fine until March, BT told me it was a known fault and it would be fixed (and it was fixed for a short while)

Now I cannot contact anyone at BT regarding this issue.

Nothing is stopping my kids from accessing anything on the internet, so now I have to keep turning the router off

The service is not fit for purpose

Re: Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Fri, 31 May 2024 14:28:25 GMT

Thank you, NeilO

Re: Parental Controls Not Working - Frustrated with Lack of Support

Tomper — Tue, 18 Jun 2024 11:45:49 GMT

Same problem. First raised the issue on May 11. Many phone calls later, nothing is resolved.

Re: Parental Controls Not Working - Frustrated with Lack of Support

DPW1982 — Tue, 18 Jun 2024 12:05:15 GMT

I've now left BT as of last week due to this issue and have gone to Now Broadband,

Pleased to say that i'm saving decent amount and more importnatly the Parental controls work as expected.

Unforgiveable for me this issue, and especially the lack of communication and support from BT

Re: Parental Controls Not Working - Frustrated with Lack of Support

Tomper — Tue, 18 Jun 2024 12:23:07 GMT

Thanks for the info and advice.

It's complicated for us because we got rid of the landline last Autumn (which may be when the problems started). I'm not sure whether you can get NOW without a landline. Do you know?

Also, we are in a 24 month contract with BT, although it's starting to look like they are in violation of its terms.

Re: Parental Controls Not Working - Frustrated with Lack of Support

DPW1982 — Tue, 18 Jun 2024 12:27:35 GMT

No problem.

I'm not 100% sure on the landline.

We have switched with a landline, although on pay as you go calls. We never dial out on this but my parents still like to call me on this so there is no charge to us for it.

I was within contract for another 9 months but BT put a credit on our account to cover me for the early repayment charges, which they did without quibble, due to my unresolved complaint.

Re: Parental Controls Not Working - Frustrated with Lack of Support

Monty_jon — Tue, 18 Jun 2024 13:50:39 GMT

Same here, what little help I was getting from BT stopped about a week ago

Parental controls are still not working after 8 weeks!