Forum Discussion

Rusc's avatar
Rusc
Tuning in
11 months ago

Web Safe turned off but still blocking access

Me and my partner have recently moved house and the Web Safe setting seems to have been re enabled. I have tried deactivating and reactivating it multiple times over the last few weeks to no avail.

Its a little frustrating as i cant even access websites like Reddit with it on.

web safe
  • Kath_P's avatar
    Kath_P
    11 months ago

    Hi Rusc, 

    Thanks for coming back to us on this one and confirming there's been no change. 

    This is something we would need to check further for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • Martin_N's avatar
    Martin_N
    Forum Team
    11 months ago

    Hi Rusc, 

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue with your web safe service. 

    To confirm, what happens when you attempt to turn them off via your online account?

    ^Martin

    • Rusc's avatar
      Rusc
      Tuning in
      11 months ago

      After turning Web Safe off or on I later receive an email informing me that my account security setting have been updated.  Though websites are still getting filtered.

      • Martin_N's avatar
        Martin_N
        Forum Team
        11 months ago

        Thank you for that information. Can you confirm the devices you have tested this on?

        And the web browsers you have tested this on?

        ^Martin

  • Baconfish's avatar
    Baconfish
    Joining in
    9 months ago

    Hi, I've suddenly started having exactly the same problem where Web Safe is showing as disabled but it's still blocking certain sites.  I've tried resetting my hub 3 and there's been no change.  Any idea what the solution is?

    • Megan_L's avatar
      Megan_L
      Forum Team
      9 months ago

      Hi Baconfish, 

      Thanks for your post on our Community Forums, sorry you're struggling with this issue regarding your WebSafe function. 

      I understand you want it to be turned off, which it is on your side, but it is still functioning.

      We can help with this issue, it may mean raising an IT ticket but our Team will take care of this.

      I'm going to send you a PM now so we can get started on resolving it 😎

      Speak soon!

      Megan

  • Cmd_'s avatar
    Cmd_
    Tuning in
    9 months ago

    I'm also having the exact the same issue will a global fix be worked on so everyone's settings go back to what they were before this issue started to happen ? it's very disruptive.

    When I try to toggle it off on the VM site an error message appears so this makes me believe this is not a customer or specific account issue but more a VM site bug they have & it appears they are not aware of. I made this post here also recently
    https://community.virginmedia.com/t5/Managing-Your-Account-Cable/VM-account-changes-don-t-save-other-odd-behaviour-seen-the-past/m-p/5518169#M259697

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    The very simple and permanent solution is to change the DNS your devices use away from the VM one.

    Google, OpenDNS, Cloudflare and others are available.

    • Cmd_'s avatar
      Cmd_
      Tuning in
      8 months ago

      Thanks this helps I didn't think to do that.

  • big-g-1966's avatar
    big-g-1966
    Tuning in
    8 months ago

    Exact same issue here also. For no reason i know of, web safe/child safe or what ever it's called has been enabled on my account. The settings are off and greyed out in my account settings so i can't change anything. I can hardly access any websites at all now. My eldest son is struggling to connect to the hub at university so he can't do any online work. This isssue is causing mayhem at home and is absolutely ridiculous. Posted a HELP message earlier today about this but no help from anyone so far. Virmin media strikes again.