topic Re: content lock removal didnt work in Security

content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 11:04:52 GMT

I went into the EE store yesterday to show my ID to have content lock removed from my PAYG phone.. they scanned my ID took my details. and guess what... the content lock is still ON,,,, your service sucks.. any other ideas on how to remove it without a credit card???

Re: content lock removal didnt work

Northerner — Sat, 13 Jul 2024 11:07:23 GMT

Hi @Peart1uk

Have you tried restarting your device.

Thanks

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 11:09:57 GMT

Hi @Northerner

several times. even took the sim out and put back in but nothing,. so frustrating

Re: content lock removal didnt work

Schockwave — Sat, 13 Jul 2024 11:27:16 GMT

@Peart1uk , did you pay a refundable amount to get the content lock removed? You probably do need a credit/debit card which you pay a refundable amount.

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 11:33:33 GMT

@Schockwave

was told by ee themselves i didnt need credit card just show id in the store, sat in there for 20 mins with a member of staff while the put details through on the computer, they even took my photo to prove i was over 18.

Re: content lock removal didnt work

Schockwave — Sat, 13 Jul 2024 11:35:36 GMT

@Peart1uk have you rung customer service to find out why this has not worked?

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 13:23:04 GMT

rang customer services about 45 mins ago. they said they reset my network settings and now content lock should be off, restarted my phone as advised. and low and behold.. the content lock is still on.. Why do EE have to make things so complicated..

Re: content lock removal didnt work

Leanne_T — Sat, 13 Jul 2024 14:06:09 GMT

Hi there @Peart1uk

I am very sorry to hear this has happened.

What happens when you try and access certain sites, do you get an error message?

What device are you using?

Leanne.

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 14:07:07 GMT

hi @Leanne_T

It shows the content lock screen. i am using samsung A05

Re: content lock removal didnt work

Leanne_T — Sat, 13 Jul 2024 14:09:09 GMT

Thanks @Peart1uk

Can you try clearing all cookies and cache for your web browser and trying the site again?

Leanne.

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 14:12:07 GMT

@Leanne_T

still not working and i have restarted my phone several times

Re: content lock removal didnt work

Leanne_T — Sat, 13 Jul 2024 14:15:30 GMT

Thanks for trying @Peart1uk

In this case, please try calling our tech guides to get this looked into in more detail for you to see what else could be causing this for you.

Let me know how you get on.

Leanne.

Re: content lock removal didnt work

Peart1uk — Sat, 13 Jul 2024 14:16:41 GMT

@Leanne_T

i will thanks

Re: content lock removal didnt work

Leanne_T — Sat, 13 Jul 2024 14:18:47 GMT

No problem @Peart1uk

Thank you 🙂

Leanne.

Re: content lock removal didnt work

01384 — Thu, 17 Oct 2024 05:20:37 GMT

Why do they need a credit card? What happens if you can't get a credit card as you have bad credit but they don't want to still lose their pay as you go customer. Nonsense systems. It's too restrictive without any proper reasoning and as for age restrictions if you are able to pay for your credit it's an end of a debate. Otherwise who are you developing your services for your constructive thought process for business makes no sense. Even if you consider that child laws and adult laws are different. Your investors are all foreign and you all still agree to work and do business in English, what a waste of time companies. Have to use these services as no other system available yet but these types of companies being professionals or profitable businesses don't make me laugh.

Re: content lock removal didnt work

Michael_D — Thu, 17 Oct 2024 11:31:25 GMT

Hi @01384

We only ask for a credit card as one of the options for verifying age on a pay as you go.

As anyone of any age can purchase a pay as you go SIM, we need to verify the users age before the content lock can be removed.

As a credit card can only be obtained by someone aged 18 or over, we can take those details as verification.

If you don't have a credit card, you can go into an EE store with photo ID - we'll accept a passport, full driver’s licence (photo and paper), EU card or citizen card - and they can remove the content lock for you.

This only applies to a pay as you go SIM. On a pay monthly contract, the age has been verified when taking out the contract and you can remove the content lock using the methods on our How do I turn on parental controls on mobile plans page.

Michael

Re: content lock removal didnt work

pr30 — Thu, 26 Dec 2024 14:33:43 GMT

how do you access content lock settings in the first place?

Re: content lock removal didnt work

Katie_B — Fri, 27 Dec 2024 09:42:02 GMT

Hi @pr30.

Are you a pay as you go or pay monthly customer?

Pay monthly customers can access content lock settings within their EE account online.

Katie

Re: content lock removal didnt work

pr30 — Fri, 27 Dec 2024 11:50:20 GMT

Monthly but just moved home and haven't set up my broadband yet so been
using up my data. EE has restricted access to certain content whilst I'm
data

Re: content lock removal didnt work

Katie_B — Fri, 27 Dec 2024 12:03:34 GMT

Hi @pr30.

Have you been able to log into your account online and remove the restrictions?

Katie