Work files

[Angie-rimo1]

I moved from EE to BT at the end of March. For the first 2 weeks all seemed to be working quite well. Then the hub constantly dropped out. Also at this time we noticed that my daughter couldn’t see or access some of her works file. So she  got in touch with her IT department and they said that there was nothing wrong their end. They tried logging in as her to find the fault but they couldn’t access the see or access the files. So he logged in using their WiFi and he could see them and open them. So he side it was our WiFi. So I got in touch with BT  After a visit from a open reach engineer, a tv engineer, a tech specialist, a level 2 engineer and several more open reach engineer. They have managed to stop the hub dropping out. But my daughter still can’t access her work files. I’ve been told today that is nothing to do with a fault with BT. Even though it worked perfectly when we was with EE. I’m at a loss because we have tried everything, even her IT specialist has said they are willing to work with BT to rectify this issue but I’m told it’s not a problem with my WiFi or with BT  system. Can anyone shed any light on this please?  

[Keith_Beddoe]

@Angie-rimo1 

Make sure that BT Web Protect and BT parental controls are turned off, as they can stop access to some resources. BT Web protect is enabled by default, on all new accounts.

You can do this via MyBT.

[DavidM]

Hi @Angie-rimo1 and welcome.

I'm sorry you're having a few problems there. Can you please try the advice posted by @Keith_Beddoe and let me know if it helps?

Cheers

David

[Angie-rimo1]

Sorry I didn’t reply, my daughter had gone away.
That didn’t work and she still cannot access the files.  I’m at a loss to why? 

[Angie-rimo1]

Thanks Keith, I checked both of these and made sure they wasn’t activated but it still doesn’t work.

[Angie-rimo1]

We still can’t access the files. So where do we go from here? Any advice would be grateful received.

[gg30340]

On which device and operating system is your daughter using to access the files?

Has she tried using her device on a different network to see if she can gain access?

Has she tried accessing the files using a different device on your connection?

Presumably she is using a VPN supplied by her work? Is it possible to get a work colleague to try and access their works files using your daughter's device and on your connection to try and establish if it is the VPN that is causing the problem.

[Angie-rimo1]

I’m not sure of the operating system but we have already got her IT support to log into her laptop and try and open the files with no joy. They have also used there systems to log into her laptop and they can see the files and open them. That’s why they said it’s our WiFi. She does use a vpn but we used the same one when we were with EE and had no problems what so ever. It doesn’t make sense. But we are going to try and take the laptop around a friends house and use there WiFi to see if it works. We have noticed the WiFi has stated to drop out again. It’s just a nightmare, it’s not worked properly since we transferred in March.?