cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
MattskiMK
Aspiring Contributor
1,602 Views
Message 1 of 12

Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

I have had this issue for several months, I have spoken to more people at BT than I care to remember with people ranging from very helpful to shockingly bad, however they have all been unable to resolve my issue.

 

I am trying to access certain websites which are being blocked. I am advised to log in to my account to over-ride this but I get this message:

 

You are not authorised to manage this Parental Controls service, please contact the account holder.

 

I log into MyBT and it shows me as the account holder, and my Parental Controls all off - BT have confirmed I am the only account name associated with the account.

 

These websites are blocked across all my deviced: PC, laptop, iPad and phone.

 

Please can someone help before I termnate my BT account.

0 Ratings
11 REPLIES 11
flamethrower
Aspiring Expert
1,568 Views
Message 2 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi @MattskiMK

 

This sounds like a horrible experience. It too often impossible to connect to someone empowered to fix these types of issues (or even recognize it as an issue). It sounds like a backend database error. I'd suggest opening a formal complaint and seeing if this triggers any action on BT's side:

 

http://www.bt.com/help/home/complaints.html

 

As-is, it's annoying you can't turn it off, because it's super easy to replace your BT router and configure it to use a different DNS provider. There's public DNS like Google and DNS providers with parental controls (OpenDNS, SafeDNS). However, BT's parental controls will break these whilst turned on.

 

Best regards

P.

 

 

 

 

PaddyB
Moderator
Moderator
1,546 Views
Message 3 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi @MattskiMK,

 

I'll be able to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

MattskiMK
Aspiring Contributor
1,529 Views
Message 4 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi Paddy,

 

Thank you for your message - the "Contact Me" text doesn't have a link? Can you advise if I am missing it some where?

 

Matt

0 Ratings
MattskiMK
Aspiring Contributor
1,523 Views
Message 5 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Found it - sent you a message now.

0 Ratings
NeilO
Moderator
Moderator
1,471 Views
Message 6 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi @MattskiMK I called there but missed you, the parental controls should be turned off now. Can you check and post back to let me know?

0 Ratings
MattskiMK
Aspiring Contributor
1,464 Views
Message 7 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution
Hi NeilO,

Thank you for the VM.

But no, this is not yet fixed and the Parental Controls are still on.

Can you let me know next steps?

Thanks, Matt
0 Ratings
RobbieMac
Moderator
Moderator
1,439 Views
Message 8 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi @MattskiMK

 

Thanks for posting back and I'm sorry you're still having problems.

 

@NeilO is out of the office for a few days now so I will look after this until he gets back.  I've let my colleagues know you're still having problems and I will come back to you again tomorrow.

 

Cheers,

 

Robbie

0 Ratings
MattskiMK
Aspiring Contributor
1,426 Views
Message 9 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Thanks RobbieMac for the update.

 

Keep me informed of the progress.

0 Ratings
NeilO
Moderator
Moderator
1,232 Views
Message 10 of 12

Re: Parental Controls Blocking Websites & Unable to Turn Off

Go to solution

Hi @MattskiMK I called there but missed you, I wanted to follow up after the engineer visit as I can see they did detect a routing issue with your connection that should now be fixed. Can you post back and let me know if the parental controls are turned off?