Content lock issue - EE transparency

[kroll]

During last month I tried to switch off content lock by myself many times via:
- Online form,
- Call (EE consultant registered my number and assured me it will be switched off)
- Consultants in two EE shops (both  assured me it will be switched off)
- two or three technical consultants who called me after my first complaint.

PAYG users don't have the option to change content lock in their MYEE apps/accounts.

I heard from complaint team that: "there's a known issue with content lock and I don't currently have a time scale for this being resolved". Seriously? Shouldn't I receive more inforamtion what type of issue it is? Tech, software? I suppose their specialists should work on this, by it shouldn't take months to fix it?

[Chris_B]

@kroll   Depending on what the cause is yes it can take awhile as one fix can cause another issue.  And this is the first I’ve head of any issues with content lock removal.   Obviously it’s not possible for PAYG customers via their account until they can provide proof of age first.    Have many under 18s will remove content lock if it was available via the my EE app with out any way to provide proof of age first. 

[kroll]

My problem has not been solved. I believe that if about 5-6 EE employees told me in the last month that the content lock would be turned off within 24 hours, and one of them erroneously turned on a very strict lock, which caused my social media not to work for a week, I deserve to know what the problem is. 

I read that EE is the best network, I think you can tell approximately what the problem is and how many users it concerns. And approximately when you are going to solve it. It would be fair and help you decide if someone wants to stay with you or change networks.

[Leanne_T]

Hi @kroll

Thanks for coming to the community. 

I would like to help you get this looked into and to do this have sent you a private message on here for some extra details. 

Speak soon.

Leanne.

[luke11114455]

I guess they don't like you watching porn

[Jon_K]

Hi @luke11114455.

Welcome to the community.

Are you trying to remove your content lock?

Are you on contract or pay as you go?

Jon

[Jal0077]

Kids can use vpn easy to avoid this parental block….