Parental controls appear to be on, can't update from account dashboard

Question

hi,DNS-based parental controls appear to have been enabled some weeks ago on my account without asking meWhen I go into the account dashboard it appears to be off, but when I try to enable/disable it there it says "sorry, the changes you have made were not saved, please try again"&nbsp;(same symptom as here&nbsp;[https://community.virginmedia.com/t5/Security-matters/Parental-controls-stuck-on/td-p/5577384](https://community.virginmedia.com/t5/Security-matters/Parental-controls-stuck-on/td-p/5577384)).I have called and messaged technical support at least 5 times about this over the last few weeks, each time first line support insists the controls are already turned off, then escalates the case to the network support team, who I never hear back from - and the problem persists.any help appreciated (other than "change your dns settings" - I know about that workaround, but I am paying a lot of money to VM for a service they are not providing)

Steven_L · Answer

Hello gareth8118,
Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with the parental controls. Have the team advised of any fault reference, when you have spoken to them? When was the last time that you spoke to the about this?
Kind Regards,
Steven_L

gareth8118 · Answer

Hi Steven_L, I have a support ticket open, yes. the last contact I had was yesterday, to check up on progress of the ticket which was opened last Friday, and there was no progress.

Ilyas_Y · Answer

Hey gareth8118 Thanks for reaching out to us on the Virgin Media forums. 👋🏼
 I'm sorry to hear that the matter has still not been resolved.
 Did the team advise how long this ticket would be open for until the fix is in place?
 Kind regards,
 Ilyas.

gareth8118 · Answer

Hi Ilyas,For the most recent attempt, I opened the ticket on Friday 11th October and was advised 72 hours to resolve. I followed up on Wednesday 16th October (120 hours later) and was told 24-48 hours from them. That was 96 hours ago.

Daniel_Et · Answer

Hi gareth8118, thank you for your response.
 In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
 If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
 Regards,
 Daniel

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Parental controls appear to be on, can't update from account dashboard

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