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by
Former EE Community Manager

Content lock issue 18/9/14

Hi everyone,

We know some of you have experienced issues with content lock this morning.

 

Sometimes restarting your device or switching into airplane mode and back out can fix this, but that doesn’t seem to be the case at the moment. We're also aware that the management of content lock settings through My Account and the My EE app may not work at this time.

 

We're investigating, and will post again as soon as we have updates.

275 REPLIES
by dave220982 Investigator
Investigator

Re: Content lock issue 18/9/14

Ive been blocked since at least 5.30 this morning an nothing resolves it
by ClaireEH Contributor
Contributor

Re: Content lock issue 18/9/14

I'm genuinely astounded that these issues are still ongoing. Its been months and months now and still no solution. Compensation for customers effected by this? None, I bet.

On a side note, maybe it would be a good idea to send a text message to customers, informing them of today's persistent issue with the filter. You can post links on twitter as much as you like, but this thread is blocked by the filter you're having issues with. Oh the irony, eh!

For a communications company, you're not very good at communicating with your customers.

If there's one thing to come out of this whole sorry saga, its that I know I wont be renewing my contract with EE when it expires. I am gutted though that this wont be until 2016!
by Jockytt Contributor
Contributor

Re: Content lock issue 18/9/14

A quick search on Twitter reveals that it's not a 'small number' of users and that it's an ongoing issue with EE. No doubt I'll be expected to pay for no internet access......😞
by ClaireEH Contributor
Contributor

Re: Content lock issue 18/9/14

I've complained and asked loads of times what type of compensation people will be getting because of this, and because the issue hasn't been fixed, they wont offer any comment. I doubt we'll get anything from Britain's Biggest and Best Mobile Network!
by Grand Master
Grand Master

Re: Content lock issue 18/9/14

Compensation for what?
Brendon

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by Jockytt Contributor
Contributor

Re: Content lock issue 18/9/14

I agree. It's actually the woolly communication and the apparent lack of urgency that is annoying. You can maintain a lot of customer goodwill during difficult times by acknowledging the pain customers are feeling and keeping them informed. Incident Management seems not to be a core competency here....
by Jockytt Contributor
Contributor

Re: Content lock issue 18/9/14

For paying for a service that isn't being provided perhaps?
by dave220982 Investigator
Investigator

Re: Content lock issue 18/9/14

Compensation is never offered from ee just like they cant even let us know there is a problem.. its fine though we all love paying for a service we can't use!! Biggest and best indeed!!
by lizzibeff
Explorer

Re: Content lock issue 18/9/14

A "small number"? Have you checked your Twitter mentions? Seems like more than a small number. Just sayin'

 

Also, restarting, knocking airplane mode on then off again, all doesn't work.

by Skilled Contributor
Skilled Contributor

Re: Content lock issue 18/9/14

Spoke to customer service on another matter this morning who wasnt aware about the issue until she refreshed 1 of my 4 lines affected and still not working. By probing she found there was a problem which of course is not teh first time.

 

The irony is I was blocked reading parts of the Lumia 930 Nokia helppages on the phone. Not sure what content is on those pages that any user whatever age

 

A lot of time could be saved by SMS updates when there are issues regardless of number of people affected.

by akierans Contributor
Contributor

Re: Content lock issue 18/9/14

Is this guy kidding? Is he seriously asking what we want compensating for?

by
Former EE Community Manager

Re: Content lock issue 18/9/14

Hi guys. I've just learned that fixes to the ongoing issues some customers have experienced with content lock are currently being installed, and the lock settings are temporarily affected while these fixes go in. Please bear with us. The service should be stabilised very shortly.

by dave220982 Investigator
Investigator

Re: Content lock issue 18/9/14

Untill next time no doubt
by
Former EE Community Manager

Re: Content lock issue 18/9/14

The fix is going in for this issue right now guys. 

 

Sorry about this. We understand that this is frustrating for those of you who are affected.

by ClaireEH Contributor
Contributor

Re: Content lock issue 18/9/14

Its incredibly frustrating, especially when you dont tell us whats going on. We're left in the dark and expected to hunt around and find our own answers. Its all well and good ringing up and then being told to refer to the website, but if the website isnt accessible, what are we supposed to do? wait for word to reach us through twitter?  A simple text message to say that you know there are problems and that a fix is being worked on, surprisingly goes a long way. Improve on your communication of issues. please.

by Mr_C Contributor
Contributor

Re: Content lock issue 18/9/14

Surely it only matters if you are trying to watch porn? Im sure you can cope without adult content for a few hours.

:-)

by Woodlandstar Established Contributor
Established Contributor

Re: Content lock issue 18/9/14

Content lock first started for me in FEB 2013, and has been constantly activating ever since. I've made over 15 calls, several conversations with EE on Twitter, and always get told about this magical 'fix'.
I've kept a record of all my dealings with EE since the diabolical launch of their 4G service, and it's entertaining reading for sure.
I don't even bother contacting them anymore when I see the content lock come on, I'm that used to it.
So excuse me if I don't belive you when you say it's getting fixed, I have no faith in this company whatsoever.
by akierans Contributor
Contributor

Re: Content lock issue 18/9/14

It would be fine Mr_C however,

 

It's currently affecting ALL sites, it's not just blocking sites that should have content restrictions, it's blocking google, bbc, the independent etc.

 

ALL sites

by hatter
Visitor

Re: Content lock issue 18/9/14

Its blocking every web site you try to access, not porn...

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