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ls5302
Aspiring Contributor
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Message 1 of 19

BT Parental Controls Unavailable

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I had issues with BT Parental Controls pretty much since the begining (April 2017) when I tried to adjust the filter level. The User Interface in MyBT showed the highest level of filtering and yet I was able to access adult content. When I tried to change the filter level I received a message saying "An error has occured, try again later". A ticket was raised but the issue still remains over 12 months later.

Having recently updated to Fiber, I tried to changed the BT Parental Controls settings again by "turning it off and on again". Needless to say it only half worked. I managed to turn BT Parental Controls off and received the confirmation email. I cannot however turn the service back on as the "Activate" button has been replaced by "Unavailable".

We have a young child in the household, and I would really like the option of setting up Parental Controls especially since Custom DNS settings cannot be set on the BT HUB.

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18 REPLIES 18
Moderator
Moderator
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Message 2 of 19

Re: BT Parental Controls Unavailable

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Hi @ls5302,

I'm sorry you've had problems using the Parental Control. If you send me in your details, I'll be able to help you with this. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

Community ModeratorPaddyB
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ls5302
Aspiring Contributor
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Message 3 of 19

Re: BT Parental Controls Unavailable

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Thanks for the quick reply, contact form submitted earlier today.
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ls5302
Aspiring Contributor
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Message 4 of 19

Re: BT Parental Controls Unavailable

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I have been able to activate the BT Parental Service, after intervention from a moderator, and received the confimration email. In the email it says I should notice a differance winthin 10 minutes.... it's been 4 hours and with the filter set to Strict I can still navigate to www.888.com (even after doing a DNS flush). 

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ls5302
Aspiring Contributor
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Message 5 of 19

Re: BT Parental Controls Unavailable

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The MyBT UI for BT Parental Controls still says:

 

BT Parental Controls will start working within two hours.
You won’t need to do anything else.

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Moderator
Moderator
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Message 6 of 19

Re: BT Parental Controls Unavailable

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@ls5302 thanks for posting back with the update, I'm sorry that didn't work. I have referred this fault to the developers and will get back to you as soon as I have any news from them. Generally it will take several days for them to reply but please be assured that I will stick with this until its sorted.

Thanks

Neil

Community ModeratorNeilO
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Moderator
Moderator
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Message 7 of 19

Re: BT Parental Controls Unavailable

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@ls5302 I tried calling there but missed you, I've had word back that your parental controls should now be working. Can you test it and post back to let me know if you're happy this is resolved?

Community ModeratorNeilO
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ls5302
Aspiring Contributor
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Message 8 of 19

Re: BT Parental Controls Unavailable

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Sorry I missed your call, I've just check MyBT and the message:

BT Parental Controls will start working within two hours.
You won’t need to do anything else.

is still showing in the UI.

I will check again when I get home to see if DNS requests are being filtered, and/or the message has disappeared.

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ls5302
Aspiring Contributor
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Message 9 of 19

Re: BT Parental Controls Unavailable

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I regret to inform you that the probelm is still persisting. Screenshot 2018-10-31 at 18.58.27.jpg

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Moderator
Moderator
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Message 10 of 19

Re: BT Parental Controls Unavailable

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Hi @Is5302,

Thanks for posting back!

Sorry that you're still having these problems.  I've let @NeilO know about this and he'll get back in touch with the offline team on your behalf.

Cheers,

Robbie

Community ModeratorRobbieMac
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