Can't disable parental controls

[CJBrennan]

Like many others, I'm getting error 5071 when trying to disable parental controls on my new sim. I've also tried disabling it on the manage services section on the virgin mobile website but there is no toggle to disable it. If I could provide the necessary info to disable it manually that would be great.

Thanks in advance

[Ashleigh_C]

Hi @CJBrennan 

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

I am so sorry that you have faced this issue with your new SIM. The error could be due to a prior order being place such as a tariff change or a transfer of number, once these complete you will be able to update the content control.

Do you have a tariff change or number port waiting to complete?

[CJBrennan]

Hi Ashleigh

I do have a port waiting to complete yes. It should be done tomorrow though based on the number of other users having the same issue as me I don't expect the port to solve the problem

[Carley_S · Accepted solution]

Thanks for confirming this @CJBrennan 

Please do let us know once your port have completed if you're still having the same issues and we'll investigate further if needed. 

[CJBrennan]

Hi Carley, my number's been ported now and although I wasn't able to log into the virgin mobile app to disable it I was able to log in via my phone's web browser

[John_GS]

Hi @CJBrennan 

Thanks for coming back to us. Has this now been resolved? 

Best wishes.

[CJBrennan]

The issue of disabling parental lock has been resolved, but it seems like I can't use the virgin mobile app to change my settings, I can only use the website

[Molly_T]

Hi CJBrennan 👋 thanks for getting back to us to confirm the issue with disabling the parental lock has been resolved. 

Sorry to hear you are having issues using the VM app. You can see more information about managing these settings here 👉 Parental Controls and Web Safety for Children | Virgin Media. 

What happens when you are trying to do this via the app? Are you getting an error code or message? 

If you can give us a little more information about what happens we can then do our best to offer further support!

Thanks for your patience in the meantime. 🌞

All the best.