I am 40, and I've recently discovered that I can't access a beer app that I use. The app's customer team explained it's due to the internet data provider having put a content lock, because the app is related to alcohol. OK, no problem, I understand it must have something to do with the recent legislation . BUT:
Looking at information online (https://ee.co.uk/help/security/staying-safe-online/switching-content-lock-on-or-off#article-heading-...), they list three ways to remove the parental content lock from an EE account: online, in-store, or over the phone.
1) Online: I tried navigating all the different menus and haven't found the setting to remove the content lock. The closest I got was this page that doesn't work (displays "This service isn’t working right now" message): https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/controls. Has anyone had better luck? If so, can you tell me where exactly? I even downloaded the app, no luck there, either.
2) Over the phone: apparently, they can only remove the content lock if you use a credit card. I have never needed to borrow money, so I only use debit cards.
3) In-store: a lovely man was apologetic but explained that they can't access my account to remove their content lock. He recommended I call the customer service again and that he could speak to them, too.
So I called the customer service again, while still in the EE store, but they still said they need a credit card to confirm I'm over 18. Apparently, this is because debit cards can be acquired once you're 16. I've been with EE for some 13 or 14 years, so had I been 16 when I started, surely I'd be around 30 now? But, no, having a credit card is apparently the only way to prove you're not under age. The man on the phone even refused to put me through to someone higher up who could work together with the EE customer service in-store to confirm my age. The situation is absurd: I'm at an EE store, showing my ID, but they can't access my account, and, on the phone, they can't remove the lock because they "have no proof I'm 16". The man on the phone got argumentative as well, not acknowledging that there's any problem, refusing to pass me on to somebody who could work together with their in-store colleagues, and I had no option but to end that call.
Frankly, this experience has put me off EE, and I'm thinking of changing the provider after being with them for over 10 years. Before I do, I thought I'd check: has anyone here managed to remove the content lock on PAYG if they don't use a credit card? Thank you!
