Can’t enable parental controls

[csmitherman]

Hi, when I go to the online security section of my account settings in the my virgin media site I can’t enable parental controls (or virus protection) - see screenshot. I’ve tried different browsers and devices each with the same outcome. Each time I try to turn it on it says changes not saved. My account has always been like this for years but I’ve not needed the settings until now. With 3 kids in the house Please help fix this or I’ll have to change provider. Thanks

 

[Gareth_L]

Hello csmitherman.

Thank you for your post and welcome back to our community. Sorry to hear the parental controls are not working correctly. As you've tried already through various web browsers. Would you be able to access your online account through our App here 

Can we also ask if you have the hub in modem mode and using a 3rd party router, or are you currently using a VPN at all?

Gareth_L

[legacy1]

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@Gareth_L wrote:

Can we also ask if you have the hub in modem mode and using a 3rd party router, or are you currently using a VPN at all?

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A question you should know any way! by your checks and besides VM DNS works with 3rd party routers or is the linking of WAN IP to account settings for the hub in router mode needed for web safe now?

[csmitherman]

Hi Gareth,

I tried through the app and same problem. The router is in router mode not modem mode. 

I could try it with a new router if you want to send me one as this one is a very old hub 3. 

Is there a way to log in to the router remotely and try to change it?

Regards,

Craig

[Ayisha_B]

I'm going to pop you a PM 📩 now to assist you further @csmitherman 

Speak soon!