This topic

Parental controls/Web Protect

kaj174 — Sun, 29 Sep 2024 13:42:50 GMT

I have both parental controls/Web protection switched off I can access websites on a phone and tablet but the same sites are blocked on my TV browser

can anyone tell me why this is bear in mind I’m not tech savvy so any advice would be appreciated

Re: Parental controls/Web Protect

Katie_B — Mon, 30 Sep 2024 08:19:33 GMT

Hello @kaj174.

Welcome to the community.

Have you got parental controls switched off completely or are they switched on using the light, moderate or strict option?

Are you able to select trust this site?

Katie

Re: Parental controls/Web Protect

Tim_S — Mon, 30 Sep 2024 09:55:21 GMT

I have the same issue. This only started on Saturday 28 Sept 2024. Alcohol-related shopping websites (i.e. Majestic Wine, etc) are now unaccessible, message says "Safari can't establish a secure connection..."

Web Protect and Parental Controls have now been turned off, no resolution. I have 'factory reset' the Hub, no resolution. All other websites (News, food shopping, sport etc) are still available.

I am able to access the alcohol-shopping websites from a 4G phone (Home wi-fi switched off) so the websites are working.

It seems the Hub or BT Services are blocking access.

Re: Parental controls/Web Protect

Katie_B — Mon, 30 Sep 2024 12:38:10 GMT

Hi @Tim_S.

Have you tried clearing cache and cookies from your TV browser?

Speak soon,

Katie

Re: Parental controls/Web Protect

kaj174 — Mon, 30 Sep 2024 14:09:49 GMT

Yes all parental controls are switched off have tried both off and custom leaving everything blank and I have cleared the cache uninstalled the browser tried different browsers still the same

get a message Web page not available because net:ERR_SSL_VERSION_OR_CIPHER_MISMATCH

Re: Parental controls/Web Protect

Tim_S — Mon, 30 Sep 2024 14:29:56 GMT

Hi Katie,

Just to be clear, this is from a MacBook not a TV. I have the same issue using Safari and Chrome, different 'error' messages but the same problem.

Rgds, Tim

Re: Parental controls/Web Protect

Tim_S — Mon, 30 Sep 2024 14:30:57 GMT

Hi Katie,

Is there a similar clear cache and cookies function possible from a MacBook/Laptop please?

Re: Parental controls/Web Protect

Tim_S — Mon, 30 Sep 2024 14:42:42 GMT

Hi Katie,

I cleared the cache and cookies for both Safari and Chrome, I still cannot load the websites.

Re: Parental controls/Web Protect

Katie_B — Mon, 30 Sep 2024 15:06:29 GMT

Thanks for getting back to me @Tim_S.

I am sorry to hear clearing Cache and Cookies has not resolved this.

The next steps I would recommend taking would be to give us a call so our customer care team can look into this further for you.

Katie

Re: Parental controls/Web Protect

kaj174 — Tue, 01 Oct 2024 14:20:19 GMT

Katie

have been trying to speak to customer services but have been kept on hold for ages without getting through is there any other way to contact them

Re: Parental controls/Web Protect

Katie_B — Tue, 01 Oct 2024 14:38:15 GMT

Hello @kaj174.

Have you been able to try our Live Chat?

Katie