topic Re: Re: content Lock in Security

Re: content Lock

Atob — Fri, 01 Sep 2023 23:31:19 GMT

Can you explain why it keeps getting turned back on occasionally forcing me to call and get it turned back off?

I have no intention of providing credit card details to "prove" my age because you guys have turned content lock back on without my consent.

I've had to call multiple times over the years and it gets annoying.

My number is old iirc correctly it was a one2one number originally, moved to orange then t mobile for the pay as you go data plans, EE point blank refused to issue a replacement t mobile SIM when I lost my phone a few years ago which is why I'm on EE now.

Re: Re: content Lock

Atob — Fri, 01 Sep 2023 23:47:37 GMT

Content lock 100% gets periodically turned back on without consent, I've had to get it turned off at least half a dozen times over the years.

My number is ancient in mobile phone terms, originally from one 2 one iirc, then orange after the takeover, then moved it to t-mobile for the data plans only with EE because they refused to issue a replacement t mobile SIM when I lost my handset a few years back.

Just today it has been turned back on for me which is why I'm on here looking for a solution yet again.

Pretty sure I ended up having to get irate with a customer service rep over the phone to get it turned off last time as I don't have not intend to provide credit card details for something that was turned "BACK ON" without consent.

I can access apps and content on my home WiFi but suddenly can no longer access the same using mobile data.

Re: Re: content Lock

Christopher_G — Sat, 02 Sep 2023 06:36:48 GMT

Hi @Atob

I'm not sure why that's happening as we don't have access to your account here in the community. This is something our Mobile Care team will be able to check for you.

Chris

Re: Re: content Lock

Atob — Sat, 02 Sep 2023 14:26:59 GMT

If you text off to 879 it should show you your current content lock settings, the 879 number is usually for setting moderate or strict safe search to on, but I sent off in the hope that it would you know "turn it off" and got this reply

You currently have the full Strict content lock applied. If you want to remove this, please either visit MyEE or call 150.

for more information about content locks please visit ee.co.uk/contentlock

This is 100% a recent EE side unauthorised change for me as It is only the last couple of days I've noticed content being blocked.

I have had to turn content lock BACK off at least half a dozen times over the years either in style or via customer services, my number was originally on one2one iirc I posted to orange after the take over then back to t mobile and now EE (because they refused to issue a replacement t mobile SIM) so I've had it for years.

I do not have a credit card and don't see why I should have to go back in to a store again over this.

Pretty sure the last time I got it turned off over the phone by calling customer services, they have 100% reverted a setting somewhere in their system.

Re: Re: content Lock

Atob — Sat, 02 Sep 2023 14:29:00 GMT

The 879 number gives the option to type AGENT or STUCK for assistance but nothing happens you just get the same

Hi and welcome to EE's Text Service

How can we help you today?

If you get stuck at any point, just reply STUCK.
If you need to speak to someone, reply AGENT at anytime.

In an endless loop

Re: Re: content Lock

Atob — Sat, 02 Sep 2023 14:35:58 GMT

Content lock is 100% back on without my consent

If I text off to the 879 text service I get this response

You currently have the full Strict content lock applied. If you want to remove this, please either visit MyEE or call 150.

for more information about content locks please visit ee.co.uk/contentlock

I have texted STUCK and AGENT for further assistance but it just loops the same messages

Hi and welcome to EE's Text Service

How can we help you today?

If you get stuck at any point, just reply STUCK.
If you need to speak to someone, reply AGENT at anytime.

I shouldn't be jumping through hoops to turn a setting BACK off that was changed without consent.

Re: Re: content Lock

Atob — Sat, 02 Sep 2023 14:54:53 GMT

As with the op I don't have a credit card so the automated solution is a no go, I have had content lock off on this SIM for at least a year since porting from t mobile (EE refused to issue a replacement t mobile SIM) I've had this number since it was one 2 one iirc.

But my main issue is that content lock gets turned BACK on without consent (I'm guessing some update EE' end triggers some default reset)

If I text 879 I get this

You currently have the full Strict content lock applied. If you want to remove this, please either visit MyEE or call 150.

for more information about content locks please visit ee.co.uk/contentlock

We shouldn't have to keep doing this every time EE has a policy change or whatever is going on.

Re: Re: content Lock

Christopher_G — Sun, 03 Sep 2023 06:58:15 GMT

Sorry to hear that, @Atob. Have you managed to speak to someone yet? If not, I'd recommend calling our Mobile Care team on 150.
Chris

Re: Re: content Lock

Chris_B — Sun, 03 Sep 2023 07:21:15 GMT

@Atob Why not login in to your account and switch it off yourself. Have you tried this ? Because once it’s been proven you’re over 18 and it sounds like you have you can enable/disable this setting when you choose via your account/my EE app.

Re: Re: content Lock

Atob — Sun, 03 Sep 2023 08:55:45 GMT

Currently downloading the app, I am pay as you go so doubt it will work.

My point is that it shouldn't be turned BACK on unless I turn it back on myself.

Re: Re: content Lock

Atob — Sun, 03 Sep 2023 09:07:33 GMT

Downloaded app, no options available other than link device

Entered my details phone number number etc only to be met with this

We have to stop here

We need to confirm some of your details before we can link your products.

Drop into one of our EE stores with a form of ID including your full name and date of birth, and we’ll update your details.

If you can’t get to a store call 150 from your EE mobile or 0800 956 6000 from any other phone.

My number is already registered to me so why am i having to do all this? All the details needed should already be on the system from last time I turned it off.

Re: Re: content Lock

Aura82 — Fri, 10 Nov 2023 20:48:15 GMT

Yeah it happened to me also today for the first time pretty sure my own number is older than than 18yrs old lol

Re: Re: content Lock

Aura82 — Fri, 10 Nov 2023 20:50:55 GMT

I’m mean hello I’ve had a direct debit with EE for decades pretty sure I couldn’t have set that up pre 18