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Internet-Amy
Aspiring Contributor
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Message 1 of 25

Parental Controls greyed out - terrible customer service!

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I am at a loss on what to do, if a moderator could please assist me with this.

Since I joined BT (early December) I have been unable to turn parental controls on. When I first signed into My BT I was given the option to activate, which I did. I was then given a message saying it's currently being activated and can take two days.

Fast forward a week and it still was not working, I rebooted and reset the hub and cleared cookies etc.. everything in my power was done yet the parental control setting was "Unavailable" and greyed out with the same message.

Since then I have been in touch with BT who have been absolutely useless.

One day I had two callbacks from different people asking me the same questions (Do you not take notes on accounts??). They then arranged ANOTHER callback after me repeatedly telling them it definitely is not available to me.

I have given a timeframe I can speak on the phone and they seem to completely ignore it and call whenever, I'm in work so unable to even check it works as they claim I need to be home to check?

I am at the end of my tether regarding this and my child is potentially at risk due to BT's complete incompetence.

If I was able to change the DNS on my hub I would just use OpenDNS but doing it for individual devices is not what I want to do as I need universal control over the settings.

Please could someone help me with this as the phone and we chat customer service is something to be desired.
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Distinguished Sage
Distinguished Sage
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Message 2 of 25

Re: Parental Controls greyed out - terrible customer service!

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Internet-Amy
Aspiring Contributor
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Message 3 of 25

Re: Parental Controls greyed out - terrible customer service!

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Thank you, much appreciated
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Moderator
Moderator
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Message 4 of 25

Re: Parental Controls greyed out - terrible customer service!

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@Internet-Amy I'm sorry about the difficulties you're having getting your parental controls activated.  I've sent you a private message with instructions on how you can contact the forum moderation team. 

Community ModeratorNeilO
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Internet-Amy
Aspiring Contributor
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Message 5 of 25

Re: Parental Controls greyed out - terrible customer service!

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Thanks Neil, I've responded
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Internet-Amy
Aspiring Contributor
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Message 6 of 25

Re: Parental Controls greyed out - terrible customer service!

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Can someone please look into this ASAP? I've waited long enough.

Thanks
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Moderator
Moderator
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Message 7 of 25

Re: Parental Controls greyed out - terrible customer service!

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Hi @Internet-Amy,

I am sorry that we haven't been able to pick up your case yet. We deal with each case in the order people come in to us. As soon as you reach the top of our queue we will be in touch with you and do our best to help.

Thanks

DanielS

Community ModeratorDannyS
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Internet-Amy
Aspiring Contributor
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Message 8 of 25

Re: Parental Controls greyed out - terrible customer service!

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Still not been fixed. Can someone fix this ASAP as I've waited long enough, if this isn't resolved this week I will be putting formal complaints through.

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Internet-Amy
Aspiring Contributor
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Message 9 of 25

Re: BT Parental Controls still not available months later

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HI Stephanie,

I'm having the same issue. It's also been a month with countless calls to/from BT with no resolution. I've created a thread and still no resolution to the matter. I've checked my DNS settings and all is set to standard.

 

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Moderator
Moderator
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Message 10 of 25

Re: Parental Controls greyed out - terrible customer service!

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Hi @Internet-Amy

Thanks for posting back.  I'm sorry for the time it's taking us to get back to you.  We have been a little behind to be honest.

Are you about this evening?  I know you mentioned that evening time works best for you on week days.  I can arrange for one of the guys to give you a shout this evening?

Let me know if that suits ok.

Cheers,

Robbie

Community ModeratorRobbieMac
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