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Message 1 of 17

Parental Controls Not Working - Frustrated with Lack of Support

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!

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Message 2 of 17

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

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!

 

 

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Message 3 of 17

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

The same here, with very little help or feedback.

 

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Message 4 of 17

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

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

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Message 5 of 17

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

Still not fixed, and still no help from BT

And no help from the Mod team? 

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Message 6 of 17

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

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

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Message 7 of 17

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

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

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Message 8 of 17

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

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.

 

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Message 9 of 17

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

@DPW1982 

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

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Message 10 of 17

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

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.

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