Forum Discussion

Mightyroyals's avatar
Mightyroyals
Tuning in
4 months ago

Parental controls not working

Good day,

I have an issue with parental controls not working, I have tried pretty much everything I can think of as in the following 

Toggled the settings off and on again 

Reboot all devices and router

Reset the router through the pin hole

Checked DNS

Spoke to customer support on chat who just say the settings are on and we have refreshed the settings wait 24 hours but nothing changes and I get the same outcome of not working.

The outcome of it not working is the same if I do it via the app or the website.

This is pretty frustrating as I have always had the settings set to on but all of a sudden they don't work?

Does anyone know a fix to this as customer support seems to only have one idea and that's the " we have refreshed your setting just wait 24 hours "

TIA

parental controls
security
web safe
WebSafe

19 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    Imagine how helpful Google AI would be if your infant posed the question : 

    How do I bypass Virgin Media Parental Controls ?

    • Mightyroyals's avatar
      Mightyroyals
      Tuning in
      4 months ago

      You presume I have children.

      If someone gave an infant a device they would be a tad dumb.

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        4 months ago

        Hi Mightyroyals 

        Thanks for posting and welcome back to the community. Sorry to hear of any issue with Parental Controls not working.

        When you say that it's worked upto a certain time, has anything changed in this time? Maybe some security software with an in-built VPN been installed, or an actual VPN to bypass it?

        Best wishes.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    To get you over the hurdle whilst VM fix the issue, you can manually set the DNS on the device(s) to use Cloudflare Adult and Malware filters.  Set the DNS to 1.1.1.3 and 1.0.0.3 manually.  This will bypass the VM DNS servers until the issue is fixed. 

    • Mightyroyals's avatar
      Mightyroyals
      Tuning in
      4 months ago

      I seem to have it work on my mobile phone by using family.cloudflare-dns.com I presume that would be correct I'm not the best at this apologies in advance 

      • legacy1's avatar
        legacy1
        Alessandro Volta
        4 months ago

        yup you done it any problems don't call us

  • legacy1's avatar
    legacy1
    Alessandro Volta
    4 months ago

    You can see where the problem comes from “we want parental control” done “we want privacy” done “ parental control not working” well what did you expect?

    You want Both computer say no

     

  • Client62's avatar
    Client62
    Alessandro Volta
    4 months ago

    For VM Parental Controls to work on home broadband ...

    1) the VM Hub needs to be in Router mode.

    2) the VM Hub DHCP server needs to be operating.

    3) the Wi-Fi device must use the default VM DNS allocated by the VM Hub

    The IPs of the VM DNS are : 194.168.4.100 & 194.168.8.100

    Note if the device is a mobile phone, the VM Parental Controls are configured separately for access via the home broadband and via the mobile data networks. 

  • JJ_HomeUser's avatar
    JJ_HomeUser
    Joining in
    16 days ago

    Not working for me either. I have called them and it was useless, they couldn't help me at all, in fact they didn't even know what i was talking about. It's absolutely futile trying to ask them, and it's simply not working. One should not have to mess with DNS settings, the default settings on the router should work when you turn on parental controls. 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      15 days ago

      Thanks for your input JJ_HomeUser, and welcome to our Community Forums!

      Sorry to hear that you have been effected by this issue too.

      Can you please confirm what happens when you try to exercise the parental controls option on your self-care account?

      Have you also attempted to alter this setting when logging into the hub - using the credentials on the base of the hub?

      Thanks,

      David_Bn

      • JJ_HomeUser's avatar
        JJ_HomeUser
        Joining in
        15 days ago

        Hi David

        I have toggled the parental controls setting in the account multiple times, waited, reenabled etc etc to no avail.

        there is no setting for parental controls in the hub's admin page accessible via the local IP address (192.168.0.1). 

        Clearly there is an issue outside of the end user's control. either this is sorted or I am cancelling my contract. VM is in breach of contract as you claim to block this content but you're not doing.