Unable to access Online Security settings

[scott28tt]

I am unable to access Online Security settings in my account. I am the main account holder, logged in successfully, I can see other settings fine.

I tried via the website on my laptop, I also tried via the app on my phone - same error whichever way I try:

No matter what I do I can't get to the page.

Please help.

[Arissa_H]

Hi Scott28tt 👋🏼. 

Thank you for posting and welcoming you onto our community forum 😊.

Sorry to see you are not able to access your online security ☹.

Have you tried this by our app?

When you try to access this online, have you tried it on a private/ incognito browser? 

Let us know, we want to help.  

[scott28tt]

I already said I tried via the app in my initial post.

I just tried in a private/incognito window, I get the same error.

[Sabrina_B]

Hi @scott28tt.

Thanks for the update, you can also access the security settings via the Hubs admin settings 👉 Settings. May I ask what are you trying to alter as we may be able to do this for you?

Sabrina

[scott28tt]

There are no parental control options in the hub settings.

[scott28tt]

This is the page I am trying to get to, in order to amend parental controls: https://www.virginmedia.com/my-virgin-media/account-settings/security

[Ashleigh_C]

Thank you @scott28tt and I am so sorry to hear that you have been unable to access this page. 

I'm going to pop you a PM so we can take a closer look into this together. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[scott28tt]

Almost a week and I'm still playing message tennis with you trying to get some help.

This is crazy.

[Ashleigh_C]

Thank you for popping back to us here @scott28tt 

We have continued to look into this with you via the PM and will continue to do so until we can get a resolution. 

[scott28tt]

Shame it’s taken so long to get nowhere, other than me confirming a load of things I had already said.

For the record.

And now up to another 7 working days over such a fundamental function of every broadband account with literally every provider.

Pretty pathetic.