'Child Safe' stuck on after house move

[GHJ1]

Good afternoon, 

After looking on this forum, this seems to be a reasonably common problem and hopefully it's something a rep can help me with on their end. 

I moved house recently and took my broadband router and contract with me to get reconnected at my new address. Since getting connected, I have been experiencing the 'Child Safe' feature as being active even though I have definitely disabled it on my end:

I hope someone is able to please help.

--GHJ

[newapollo]

Hi @GHJ1 

When you move property VM set up a new account at the new property.

When you sign into My Virgin Media, is it showing the account number for your old property or your new property?

If it's still showing the old account number then that may be why the Child safe isn't changing.

It may be that VM need to perform a "move and transfer" of your details across from the old account to the new one.(It's usually done as part of the home move process)

If my assumption is correct then you could call in and speak to the home move team, however Forum Staff may be able to do this for you, but it may take a couple of days before they pick it up

Please update the thread to advise if My Virgin Media is still showing your old account details.

[Matthew_ML · Accepted solution]

Hey GHJ1, thank you for reaching out and I am sorry to see you are having some issues with child lock.

I can look into this for you, I will send you a PM.

Please do look out for the purple envelope. Thanks 

[GHJ1]

Thanks for both of your help! I was able to get this turned off by speaking to a member of the Move Team over the phone. The problem has been resolved.