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Parental control is not working

Hi,
I have a question regarding my broadband parental control, which is usually switched on,  but we have noticed recentely that the filter is not working even though it has been set correcly, it is like as there is no filter at all, I tried to reboot the broadband but still nothing changed .. I called the BT costumer service but the call was helpless as the lady said she doesn't know!

Is there any thing I can do to fix the problem?

Thank you

 

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