Parental controls do not exist

[mojo1977]

My virgin media app does not have the online settings option, when I say I do not have the option I literally have the edit password etc page and.biometric page and that is all. if I sign into the desktop version it does not show the my app tab why can I not get all the options on the my media app?? 

[Kath_P]

Hi mojo1977, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. ⭐

We're sorry to hear you're having trouble accessing the parental controls via the app. If they are not available then this suggests you may not be using the Primary Account details and instead logging in as a sub user. 

To test this, can you try viewing your bills to see if these are displayed and update us to let us know what you're seeing? 

If you are able to view the bills then please try navigating to Virgin Media > Account Settings > Essential Security. This should then load the parental control options. You can view more on what Essential Security is here.

Keep us posted on how things go. 

Thanks,

[mojo1977]

I am logged in as primary account as I am the only one that has set up an account on the day it was installed. I cannot go to essential setting because the options do not exist. I can change password etc in account settings or add a fingerprint and that's the only options I have.

[mojo1977]

 this is all I see

[Molly_T]

Hi Mojo1977 👋 Thanks for getting back to us! 

Sorry to hear the parental controls aren't appearing for you to manage via My VM! It looks like you are using the App version of My VM, just out of interest does this also happen for you via a browser version?

In the meantime, I will send you a PM to confirm a few details and ensure any settings you'd like turned on are activated. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. 

Thanks for your patience in the meantime! 🌞

[Molly_T]

Hi All 👋

Just returning to keep this public thread updated. Thanks to mojo1977 for PMing with me! ✉

Luckily everything is now sorted and both the app and online site are showing the correct settings needed to update the parental controls.

Glad to see things resolved! Hopefully there are no further issues 🤞

Wishing you all the best! 🌞

[AnnieK1]

Hi, I have exactly the same issue. I have wasted a number of hours going over and back between laptop and the app and cannot locate the online settings option as it does not exist.

I have read through the app. I can also view the bill from the main account and I am the only person with an online account related to the fixed account.

Can you please let me know how you found a workaround?