Virgin Media Community

[AJC12]

Hi - has anyone else found that since the My Virgin Media app was updated a few months ago, the new Web Safe settings are really unreliable? Whenever I log back in they have reset to all deselected and I have to re select them again. Plus all the blocked websites reset to nothing when I log in again. This happened the first time they trialled the new app and then they rolled it back to the old version (which worked!) Go back to a version that works VM!!! This is a real risk for families - your software is now unreliable and unsafe. 

[Martin_N]

Hi AJC12,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've been having with the Web Safe service. 

Can you confirm if this is affecting multiple web browsers? And is happening on different devices?

^Martin

[AJC12]

Hi Martin - thanks for the reply. Yes it happens on my iPhone and on our laptop using both Safari and Chrome. Andrew

[Steven_L]

Thanks for coming back to us @AJC12, I have just looked into this and the ticket that we logged around 2 weeks ago for this issue has been resolved. 

Please could you try to activate the web safe settings on this link here.

Regards,

Steven_L

[AJC12]

Hi Steven_L - just logged in and everything unblocked as previously found.  See screenshot. Andrew

[用心棒]

Does the issue still occur when using your browser's Incognito / Private mode? if not then clearing the browser's data cache should resolve the issue however be aware that doing so may mean:

• you have to re-sign into services that were active / in use
• initial loading of some sites maybe noticeably longer
• site specific customisation may need to be reapplied

Should further help be needed with clearing the data cache then post back here with detail of browser name and device it is running on.

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[Ayisha_B]

Hi @AJC12,

Can you let us know if the issue occurs when in incognito mode as suggested by our VIP? Have you tried clearing browsing history/cache?

Let us know so further support can be offered if needed.

[AJC12]

 

Hi Ayisha - no it still happens on incognito mode / private browsing. Here is the screen shot tonight when I went on to unblock something - all unchecked again. 
Could I point out again that prior to the new version of Web Safe, I have used the previous version for almost 2 years without ever clearing browser history or needing to use incognito mode (not that it has worked). Can I ask what has been changed in the new version such that this no longer works? Did you test this out in beta first and ask for user feedback? Thanks. Andrew

[jem101]

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@AJC12 wrote:

....Snip

Did you test this out in beta first and ask for user feedback? Thanks. Andrew

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Now what do you think?

Now ordinarily in cases like this I'd be tempted to assign it to user issues (or pilot error as like to think of it). However, there have just been far too many reports on this forum of the WebSafe provision being fundamentally broken, so I am tending to think that the underlaying technology is working fine but the user interface, ie how you configure it, is just bust. 

A more cynical person that I might think this is what happens when you allow marketing people to have too much control - 'look at the new corporate colour scheme and funky graphics, no, admittedly it doesn't actually work, but just look at the new corporate colour scheme and funky graphics'!

Like I say, good thing I'm not a cynic then.......

[Vikki_M]

Hi @AJC12

I am sorry this still isn't resolved for you.

I am going to send you a private message to obtain some further details securely so we can help further.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.