Forum Discussion

timn48's avatar
timn48
Tuning in
3 years ago
Solved

Child safe not working

Hi my child safe is on but no sites are getting blocked. I've flagged this with VM before and nothing happened. Please help me resolve this. 

  • From the device on which Web Safe appears to not be working go to https://1.1.1.1/help. What is the AS Name value reported? The following example reports this value as Virgin Media.

    If the AS Name does not contain Virgin Media then:

    • if Hub is in modem mode and third party router is used then configure router to use Virgin Media DNS at 194.168.4.100 and 194.168.8.100
    • otherwise configure device to set DNS automatically, i.e. accept that assigned by DHCP — if help is required with this post back here with device detail

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  • 用心棒's avatar
    用心棒
    Very Insightful Person

    From the device on which Web Safe appears to not be working go to https://1.1.1.1/help. What is the AS Name value reported? The following example reports this value as Virgin Media.

    If the AS Name does not contain Virgin Media then:

    • if Hub is in modem mode and third party router is used then configure router to use Virgin Media DNS at 194.168.4.100 and 194.168.8.100
    • otherwise configure device to set DNS automatically, i.e. accept that assigned by DHCP — if help is required with this post back here with device detail

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Click Mark as Helpful Answer and solved, or use  Kudos to say thanks

     

     

  • Hi timn48 thanks for your post, although I'm sorry to hear of your concerns raised.

    Please allow me to send you a PM to look into this further for you. Kindly expect this to arrive shortly and respond directly when you can!

    Many thanks

    • timn48's avatar
      timn48
      Tuning in

      Hi Please can I get an update on this issue.

      • Kath_P's avatar
        Kath_P
        Forum Team

        Hi timn48, 

        Thanks for your post and for coming back to us. 

        I can see you're already in a conversation with my colleague Tom regarding this. He will be in touch as soon as he has an update. 

        In the meantime, pop him a chaser message so he knows you're waiting on an update. 

        Keep me posted on how you get on. 

        Thanks, 

  • Hi i am having the same problem, adjusting the childsafe on/off in my virgin media account makes no difference. Able to access any sites. was ok until a week ago. Can you please help? thanks

     

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi Mar1607,

      Thanks for using the Community Forums to get this issue with your Child Safe settings looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

      Can we ask what happens when you try to change the settings please? 

      Thanks,

      Megan_L

  • Hi, I am having this exact same issue! Did you ever get it sorted? I have tried speaking to VM direct but no one seems to be able to help... they have reported as an IT issue but said it could be up to 5 days before I get a response... I have checked the comments below and gone through the dns settings, but has not resolved it. 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there RachelWeightman 

      Thank you so much for your post and welcome to the community forum, it's great to have you back. 

      I am so sorry to hear that you have faced this issue as well. Can I ask when you spoke to our team? Has the IT ticket gone past 5 days yet? 

      • RachelWeightman's avatar
        RachelWeightman
        Joining in

        Hi, this was raised yesterday with IT - I also spoke with someone via private chat on here who also looked into it for me and she said she couldn't figure out what the issue was either.... it seems there are also a few other people experiencing the same issue as me. I'm not quite sure what the resolution is if VM can't see that there is a problem to being with... it's quite frustrating when you have children in the house who all have access to the Internet. 

  • forret86's avatar
    forret86
    On our wavelength

    I’m having the same problem. Used to work fine and now doesn’t work at all. I go into settings and it says child safe is on, I’ve tried toggling it on and off and blocking specific websites but nothing. I’ve done a pin reset on the router, but nothing,  I’ve checked the “AS name’ at 1.1.1.1 and all appears in order. This looks like a wider Virgin Media issue but I’d be delighted if someone knows of a fix

  • We have the same issue.. child safe is on.. tried it on and off numerous times.. called customer services.. the guy after 20 minutes or so.. when couldnt resolve the issue.. cut off the phone. And now im on d phone again for 20 minutes.. this is just insane. 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Asmashah, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

      I can see you've spoke to the team since this, did they help resolve this at all? Cheers 

      • jen271's avatar
        jen271
        Tuning in

        I am having the same issue who do I speak to? 

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    For Web Safe to work your network / device must be using Virgin Media's DNS. To confirm this is the case go to https://1.1.1.1/help and confirm the AS Name value shown is Virgin Media; if it is not then investigate whether the DNS is being set on the network or on the device.

    Also, what happens when you try to go to https://protonvpn.com?

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