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Child safe

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Please can someone have a look into my account yet again as it is stating child safe is on but it isn't. Also does anyone know why this is happening to many people? 


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Same for myself, child safe has seemingly switched itself on when browsing but attempting to change it in Online Security settings its shows this - Screenshot 2024-04-23 151307.png

Please help

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I have had the same problem for over a year, initially logging into my router and factory resetting it worked but not anymore. I can't count the number of times I have rang virgin and been over the same conversation with no resolution. Today I have rung them again and asked how to make an official complaint because apparently the 100 other calls don't count. You have to fill out a Web form and they have a certain amount of time to resolve it 

If you call them, ask for the problem to be escalated, and you want it noted on your account. I've have reported it to ofcom as the service isn't family safe as they claim. Through my experience the only way to solve it is to buy a router, put the virgin hub into modem mode and set a family safe dns on new router. Which you definitely shouldn't be having to do 

Other than that getting a new provider is the only option as there are issues with it dating back to 2021 on this forum and they clearly have no interest in resolving it 

Hi @Sterling2013 👋

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear about the issues with your Web Safe settings. 

I'll pop you a PM 📩  now to help further. 

Speak soon!

Forum Team

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This has now been resolved by the Virgin Team. It's only ever happened to me the once but they got intouch with me pretty quickly to be fair and as I said resolved it too.

This is resolved now. Thanks guys/gals

Very Insightful Person
Very Insightful Person

I note that with all the "me too" posts, the OP @daniellem2 is yet to be answered.


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Hi @daniellem2,

I can see my colleague @Lee_R  has sent you a private message. Please respond to him for further help.