Web safe not working

[Kevccarr]

Hi all. I have searched alot on here but cannot find the answer.so apologies if I have missed it. 

Web safe was working fine. We have been using it for a while as our kids had been caught on things they shouldn't. Pornhub for example. Googling things seems to be working as nothing bad really comes up but typing specific Web sites are now not being blocked for some reason. 

I have checked my Web safe settings all are on a and nothing has changed. I have tried turning off and on. Blocking specific websites yet still can get on. This is on all devices. I have tried doing the 1.1.1.1 thing all says connected to virgin. Also tried reseting network on my android. So now I come to you before I ring for help

[John_GS]

Hi @Kevccarr 

Thanks for posting. Sorry to hear of the websafe issues. 

I have checked this and there is only one specific website that I can see you've set up to be blocked so if it's multiple sites similar to that, this would be why they're being allowed. 

Let me know

Best wishes,

[Kevccarr]

Hi John thanks for your prompt reply. I have only trialled blocking one site to see if it would work. It did not block the site I had asked. I have never had to block individual sites as Web safe would normally cover it by me selecting nudity. It's just all of a sudden stopped blocking everything. 

Thanks 

[用心棒]

In its default configuration Web Safe (specifically Child Safe) should block access to http://protonvpn.com (a VPN provider). What happens when you try to access the site?

Confirm Child Safe is not set to switch off by selecting Set time, as highlighted below:

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[Kevccarr]

Hi, I can log on to that vpn website. All settings are as they should be I was on the phone to customer support last night for 1 hour. Tried multiple things and we just couldn't figure out what is happening. They have now raised an IT ticket for further investigation. It has worked fine for over a year and just stopped. 

Many thanks 

Kev 

[用心棒]

There is not much more you can do other than to wait for Virgin Media to identify what is causing Child Safe not to work for you any more given:

• Virgin Media and you have confirmed Child Safe is on
• you have confirmed that Virgin Media's DNS is being used via the AS Name shown by 1.1.1.1/help for specific device where Web Safe is not working

Whilst Virgin Media investigate the cause consider manually setting the DNS on specific devices where some form of protection, for example Setup Guide | OpenDNS

[Kevccarr]

Thank you. I will try that and let you know any possible solutions that virgin come back with