topic Re: EE twice told me content lock removed but is not in Security

EE twice told me content lock removed but is not

SPGFOX82 — Thu, 10 Aug 2023 12:49:52 GMT

In the past two days EE have told me that my content lock has been removed... Even a manager said they removed it personally at 1pm today and that my phone will work now without the content lock... So I have turned my phone off and on but still getting the EE content lock come up for adult websites.

Why is this happening?

It shouldn't be this difficult it isn't with other networks.

Re: EE twice told me content lock removed but is not

Northerner — Thu, 10 Aug 2023 13:52:22 GMT

Hi @SPGFOX82

Are you sure it's the content lock and not the site which is banned.

Restarting your device should solve the issue, if not then try again in 24 hours. If it still doesn't work then you'll need to speak to EE CS on 150.

Thanks

Re: EE twice told me content lock removed but is not

SPGFOX82 — Thu, 10 Aug 2023 13:58:49 GMT

Definitely the content lock as keeps taking me to the content lock page. I have been continuously turning my phone on and off and contacting 150. Even emailed the CEO now as no other email address available. I see this is a constant problem for EE customers. Thinking of go back to Giffgaff as no such problems with them.

Re: EE twice told me content lock removed but is not

James_B — Thu, 10 Aug 2023 14:34:26 GMT

Hi @SPGFOX82,

Welcome to the EE Community. 🙂

Are you using a pay as you go or pay monthly plan?

James

Re: EE twice told me content lock removed but is not

SPGFOX82 — Thu, 10 Aug 2023 14:38:00 GMT

Pay as you go

Re: EE twice told me content lock removed but is not

James_B — Thu, 10 Aug 2023 14:46:45 GMT

Hi @SPGFOX82,

Was a credit card age verification check completed when you called?

Without verifying your age, it could only be changed from strict to moderate, rather than off.

James

Re: EE twice told me content lock removed but is not

SPGFOX82 — Thu, 10 Aug 2023 14:55:40 GMT

I varified my age in store with my driving licence. They said it would be taken off within 24 hours but it wasn't.

So I rang customer services again today and a manager said they took it off and to restart my phone so I did but still not taken off.

I'm a 41 year old man. It shouldn't be this difficult for EE to remove my content lock.

Their solution was take out a contract... As if I am going to take out a contract when this is causing so much issue and they can't even resolve something that should be simple. With Giffgaff you just email them a picture of your ID and it's sorted instantly.

Re: EE twice told me content lock removed but is not

James_B — Thu, 10 Aug 2023 15:15:39 GMT

Hi @SPGFOX82,

I'm sorry your request wasn't completed after visiting an EE Store.

If you have a credit card to hand, you can remove the content lock here.

James

Re: EE twice told me content lock removed but is not

SPGFOX82 — Thu, 10 Aug 2023 15:21:01 GMT

I don't have a credit card that is why I had to take ID to the store. I have been told twice it has been taken off. I'm very disappointed.

Re: EE twice told me content lock removed but is not

James_B — Thu, 10 Aug 2023 15:45:35 GMT

I understand your frustration @SPGFOX82

I'd recommend returning to an EE Store as our Customer Care Team won't be able to verify your age without a credit card.

I'm very sorry this wasn't resolved on your first visit.

James