I’m having an issue with the online security pages when trying to save a website I wish to block I get the following error message
“sorry the changes you made were not saved, please try again”
Phoned tech support yesterday, they said they had resolved the issue and to wait a day before trying again. The issue not resolved and I’ve tried resetting the hub, different laptop/phone, different browser without any success.
can any mods assist?
Forum TeamHello Edb123
Sorry to hear of the issues saving any changes made to your security online, we appreciate the concern this can cause and you raising it with us via the forums.
Can you confirm you're trying to make the changes via 'websafe' on your online account? Have you previously been able to make changes via your online account?
Thanks for replying Robert,
I am making the changes via my online account in the account settings / online security page. Up until around a week ago I have no issues using this platform.
I’ve tried phone tech support twice now. Most recently the agent advised a ticket would be raised with VM IT who would phone me back 30/05. No call back so far.
thanks
Forum TeamJust to confirm, are you using Apple devices to request these changes? If so, please ensure that Apple/Private Relay is turned off. Private Relay is switched on by default. This bounces a customer's internet connection through a number of different servers, and acts similarly to a VPN, but isn't quite the same thing.
The purpose of Private Relay is to 'hide' the user's internet browsing from their provider and give a degree of anonymity. This also has a side effect on Essential Security (formerly Web Safe) and Child Safe filtering, as it simply bypasses them.
As this is a setting on the device itself, there's nothing Virgin Media can do to fix that beyond the customer themselves manually turning Private Relay off.
You can find out how to manage Private Relay along with more information on the feature via Apple's website.
Thanks Carley
Private Relay is only a feature on Apple’s iCloud+ service. It isn’t part of the standard iCloud service. In any case I don’t have it switched on and have tried with different browsers and a laptop with windows. I still get the same error message.
Any other possible solutions?
Hi John,
no resolution to this as yet and i was told by VM that IT would contact me within 48hrs that was on Monday. It’s 120hrs later and no contact. I’m in a 14day cooling off period on my new contract. Would the advice be to cancel?
I'm getting this problem to.
I'm just trying to block the bbc.co.uk site as we don't have a TV licence and there is zero security on bbc website to prevent my kids trying to watch The Last Step on iplayer. I was debating buying another router which has basic filtering and putting my SuperHub 4 into modem mode but thought I'd try this first.
8 June 25 update
Still no resolution to this issue. VM retentions team kindly cancelled my existing contract and set up a new one to renew the 14 day “cooling off” period whilst VM IT try to resolve the matter.
No progress by VM IT in the past 12 days though since first raising the matter. I called them today as they didn’t phone me back as they said they would (twice). Told to phone back for an update if they hadn’t contacted me by Monday lunch time.
Forum TeamThank you for that information. We are sorry for the ongoing delay with getting this resolved. Have you heard anything today from them?
^Martin
Update 9 June 25
No called from VM IT despite tech support saying for a third time they would be in touch.
Having done a bit of research on this forum I can see other customers have had the same issue dating back several years. There doesn’t seem to be a known fix. Seems a bit ridiculous that my only option is to potentially cancel my contract with VM?! I’d rather not do that as I don’t have an issue with VMs broadband service generally.
any mods got any final advice before I go last resort?
thanks
Final update 12 June.
no call back from VM IT after over 10 days. The original issue was logged on the 31st May.
I spent an hour on the phone to VM this evening. Most of that time was spent on hold, the rest was spent being passed from one dept to the next. 5 times I had to repeat my account details to various different VM representatives. Not one of them knew anything about the issue or how to resolve it or who I should speak to in an effort to try and get a solution. The approach was to put me on hold and when they couldn’t find an answer to pass me over to another dept. And repeat.
after over 9 years as a VM customer I felt I had very little choice left but to cancel. So that’s what I’ve done.
Genuinely reluctantly too as the broadband service is generally really good with very little outage…oh well bye bye VM and good luck!
Just to set expectations customers have been suffering with this fault for over 3 years.
Yet we still watch in shock and awe as new reports come in weekly and VM Moderators treat each new customer to the oh gosh we have never seen that before routine / run around.
Do be aware even an infant can bypass VM's parental controls, a change of DNS, use of Apple Relay or even Safari Private Browsing or Opera VPN is all that is needed to be free again.
What I find massively frustrating is that it’s virtually impossible to get a resolution to a problem because VM recording customer faults is so poor. You have to re explain the issue every single time you call them. Often if one department can’t help you get transferred around having to reverify your details every time and reexplain the issue only to then be told “we have to look into it and we’ll get IT to call you back”…they never do, so you end up calling VM back and your into the same infinite loop!
I’ve seen on the forums that other customers have been having this issue for a number of years. And I get that VM’s Essential Security can be bypassed easily. The point is that it’s an advertised / paid for service that was working and now isn’t and VM have very little interest (it appears) in fixing it.
Anyway I’m off. there are plenty other ISPs out there who will take my money and treat me equally as badly! What a great time to be British!
I wish there were plenty of options of ISP in out street !
Update 22nd June 2025
followed VM request to respond to the PM on this thread. I saw asked the same questions again which should have been recorded on the case log. The solution offered was to raise another VM IT ticket to try to resolve the solution. I guarantee VM IT won’t contact me back, I’ll have to phone VM and will have to reexplain the issue, be passed through various departments before being told they will “need to look into it”.
I’ve also separately raised a formal complaint about this, only to be told on at least three occasions that the problem has been fixed, which it isn’t or that there isn’t currently a solution which VM consider a “satisfactory conclusion” and that they are closing the compliant?!
Contacted by VM complaints team today confirming that the IT team are looking into the solution but that it could take up to 10 days. I was then asked fairly forcefully to confirm that I was happy for the complaint to be closed. I said I wasn’t while VM were still very much looking into a solution. I was told that if I didn’t confirm the complaint could be closed the VM complaints dept would need to call me every day with the same update until the VM IT dept sorted the issue and that the only way of this not happening was for me to accept the complaint was closed?!
Not the best indication of a Communications company that they can’t even communicate across internal departments?!!
