topic Re: Removing Content Lock - Tried all options in Security

Removing Content Lock - Tried all options

MrW93 — Fri, 07 Apr 2023 13:04:31 GMT

Hello

I wish to remove content lock, however I only have a debit card so can't do it over the phone and went to a ee shop and was told they can't remove content lock on pay as you go phones.

So I was wondering what my options are?

Regards

Re: Removing Content Lock - Tried all options

XRaySpeX — Fri, 07 Apr 2023 14:06:22 GMT

@MrW93 : The EE store ought to remove your Content Lock when you show them some photo ID.

Re: Removing Content Lock - Tried all options

Liamctid — Mon, 10 Apr 2023 20:30:05 GMT

If you are still having a problem with this and you are using Google browser please make sure you content lock is on adult in the ee app then follow the below instructions

On your Android phone or tablet, open the Google app the one with a G as the app icon Not chrome
At the top right, tap your Profile picture or initial

Settings

SafeSearch.
Turn SafeSearch on or off.
- If you find a Lock
  
  at the top right, your SafeSearch setting is locked. The settings page provides info about who manages your SafeSearch setting.

Re: Removing Content Lock - Tried all options

MrW93 — Mon, 17 Apr 2023 12:34:20 GMT

I have tried your advice.

Under the safe search heading, I have the following message, "You can't turn SafeSearch off right now because someone else, such as a parent or administrator, controls settings on the network, browser or device that you're using."

Any other suggestions?

I am getting very frustrated as this lock has been applied to me without my knowledge of asking me to have it, and is restricting my daily activities. I have delay various tasks to then be able to perform them on a different device without a lock which is a delay and inconvenience. I highly doubt I will be compensated for this poor service and lack of in action from parts of your company (Physical shop).

Re: Removing Content Lock - Tried all options

XRaySpeX — Mon, 17 Apr 2023 13:03:45 GMT

EE Content Lock has nowt to do with Google's Safe Search.

Re: Removing Content Lock - Tried all options

Leanne_T — Mon, 17 Apr 2023 13:12:23 GMT

Hi @MrW93

Please see the Google Help page to turn off safe search.

Leanne.

Re: Removing Content Lock - Tried all options

MrW93 — Mon, 17 Apr 2023 13:17:19 GMT

So your solution is?

I can't see why this problem has occurred. I had a sim card without the content lock enabled as I remember going down to the shop and getting proving who I was with a driving licence to get it removed many years ago. I have since had to get a new sim card, that I got my number moved over to, and now I am having this content lock imposed on me. I currently not getting Everything Everywhere.

When ever I have a problem with EE it is a more stressful process then it needs to be it seems. You get kicked around different departments and avenues of communication that you basically feel like a undervalued customer and no one is willing or wanting to help you out. It be nice of someone at EE to take ownership of this problem and find a solution sooner rather then later, as the time it's taking to rectify this is unacceptable.

Re: Removing Content Lock - Tried all options

Leanne_T — Mon, 17 Apr 2023 13:19:17 GMT

Hi @MrW93

Could you try the steps provided in the above Google site to see if this works for you?

Leanne.

Re: Removing Content Lock - Tried all options

MrW93 — Mon, 17 Apr 2023 13:20:37 GMT

I don't think this is a google problem. Its worked fine, before I had to replace the sim card. This problem has came from that change.

Can anyone at EE prove to me it is not EE restricting my access? If not, stop blaming google.

Re: Removing Content Lock - Tried all options

Leanne_T — Mon, 17 Apr 2023 13:24:08 GMT

Hi @MrW93

If this is showing as safe search when attempting to access certain sites, trying the steps provided would help us to know if this is the issue.

Or, you can call us on 150 and the team will have access to your account to see if content lock has been removed.

Leanne.

Re: Removing Content Lock - Tried all options

MrW93 — Mon, 17 Apr 2023 13:38:19 GMT

Do you know what department I need when phoning 150? Will they be able to rectifiy the problem? Or do I just need to go and sit inside a EE shop and not leave until it is fixed, as it's wasting too much of my time and effort so far.

I have phoned that number in the past and it seemed the only way to disable the content lock was by giving them credit card details which is all very well when you have a credit card. But when you don't its a dead end.

Is there any explanation to why replacing the sim card has caused the content lock to be re-enabled? As this is a very frustrating experience one which I wouldn't wish no other EE customer would have to suffer.

Re: Removing Content Lock - Tried all options

Leanne_T — Mon, 17 Apr 2023 13:40:32 GMT

Hi @MrW93

Sorry without accessing the account I can not confirm why this has happened. If you select account queries when you call the team will check if the content lock is on and how to get this sorted.

Leanne.

Re: Removing Content Lock - Tried all options

Arvinder — Sat, 29 Apr 2023 17:41:22 GMT

I today went to EE store, the executive there said they can't do it in store. Only customer care will do it. I am waiting since 10 mins to speak to customer care. Why can't the stores check the ID & remove the lock?

Re: Removing Content Lock - Tried all options

James_B — Sun, 30 Apr 2023 07:24:09 GMT

Hi @Arvinder,

Welcome to the EE Community. 🙂

Our stores can help change your content lock settings if you're a using a pay as you go plan.

James

Re: Removing Content Lock - Tried all options

Zee1Zee — Sun, 14 May 2023 23:46:58 GMT

Pls help turn my safe search off

Re: Removing Content Lock - Tried all options

Leanne_T — Mon, 15 May 2023 06:46:04 GMT

Morning @Zee1Zee

Thanks for coming here.

Do you have a pay as you go or pay monthly account?

Have you tried following the advice in our How do I turn on parental controls on my device? Help page to get the content lock removed?

Leanne 🙂

Re: Removing Content Lock - Tried all options

Minty020607 — Sat, 17 Jun 2023 12:55:13 GMT

I have the same issue with content lock only a debit card and am unable to get to an ee store any other options to remove it thanks

Re: Removing Content Lock - Tried all options

Leanne_T — Sat, 17 Jun 2023 14:08:39 GMT

Hi @Minty020607

Please call us on 150 and the team will certainly see what they can do to help you get the content lock removed.

Leanne 🙂

Re: Removing Content Lock - Tried all options

lukerobinsonin2 — Sat, 17 Jun 2023 14:13:17 GMT

you can use a VPN to bypass the content lock restrictions, you can get a vpn from your app store but do not use the one called hola VPN

Re: Removing Content Lock - Tried all options

lukerobinsonin2 — Sat, 17 Jun 2023 14:20:44 GMT

using a VPN will also bypass the forcing of safesearch on search engines