Broadband Shield not working

[Paul4B]

I had sky broadband installed about 3 weeks ago - the broadband shield has never worked. I managed to get it switched on via an automated telephone call, but it's either on or off. And I have to phone up every time I want to access social media. The error message states 'we're sorry, there has been a problem' - I've tried a range of devices, logging in, out, resetting the router etc.

I need the functionality to enable it to be on for my children, and restrict adult and inappropriate content, but not restrict basic social media etc. 

I spoke to Sky - at first they said it wasn't available me for the new wifi max but then seemed change their mind and try and help me. They told me that I can just restrict the times that the children access to the internet, but didn't seem to get the point that I was making that I need to be able to filter!  I spent 45 mins on the phone to sky to no avail.  They didn't know what to do.

I think I'll have to work out some way of cancelling as not being able to filter when you have young children  means the service is effectively useless as I cannot protect them.

Grateful for any ideas please!

[Chrisee]

@Paul4B there are a number of teething issues with the new Wifi Max service. In theory you should be able to control your service through the My Sky app but Sky seem to be making heavy weather on this and you are not thecfirst to report problems

The broadband Shield filter is a crude filter which affects all devices with various settings but the PG setting will block social networking. By defauit new services are set to 13 - see https://www.sky.com/help/articles/sky-broadband-shield-using

Wifi Max has built-in parental controls which are much more flexible as you can control when each device can use the network and what they can access see https://www.sky.com/help/articles/sky-wifi-max-parental-controls but again you need the My Sky app to be working.

I had Wifi Max for a period but have reverted back to a standard Sky hub due to the issues I had myself. It is getting better but whether you have the patience to wait while Sky get the bugs out of the system is down to you.

[KevNewMedia]

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@Paul4B wrote:

I had sky broadband installed about 3 weeks ago - the broadband shield has never worked. I managed to get it switched on via an automated telephone call, but it's either on or off. And I have to phone up every time I want to access social media. The error message states 'we're sorry, there has been a problem' - I've tried a range of devices, logging in, out, resetting the router etc.

I need the functionality to enable it to be on for my children, and restrict adult and inappropriate content, but not restrict basic social media etc. 

I spoke to Sky - at first they said it wasn't available me for the new wifi max but then seemed change their mind and try and help me. They told me that I can just restrict the times that the children access to the internet, but didn't seem to get the point that I was making that I need to be able to filter!  I spent 45 mins on the phone to sky to no avail.  They didn't know what to do.

I think I'll have to work out some way of cancelling as not being able to filter when you have young children  means the service is effectively useless as I cannot protect them.

Grateful for any ideas please!

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Hi @Paul4B 

Welcome to the Sky Community.

I'm sorry to hear of the problems that you've had.

Can I ask a few questions please, so we can understand what's going wrong where?

When trying to use the broadband shield settings, what error message do you get there?

When trying to use the parental control in the My Sky App for your hub, what error message do you get there?

In the my sky app under the hub settings, can you make any changes at all?

[Paul4B]

Thanks for your reply Kev. 

When I click on broadband shield, I get the message 'we're sorry there has been a problem - please try again'. I've tried logging in and out again, and on different devices to no avail.

The parental controls appear to be working, but this only restricts the time children are on their devices - but it doesn't allow filtering - so unfortunately it's useless.

Re the product settings button - I can go onto the sky max hub, but the other three (broadband shield, talk shield and internet security don't work).

Not really satisfactory - I fancied a change from Virgin Media and now regretting it!

Thank you for your help.

Best regards 

Paul

[Paul4B]

Thanks for your reply Chrisee 

[Youngson]

I have exactly the same problem and its just not good enough. Spoken to the help desk on three different occassions now (after very long waits) and they have been very good but to no avail. I'm considering cancelling which is a shame as Sky Glass is great and way better than BT. However BT did have it together re appropriate viewing for teens. Cmon sky it can't be that hard!?

[Liftman]

I have the same problem.  I am an adult (and have been for a looong time), but my age restriction is set at 13 and is stopping me accessing mature content. 

I also cannot get in to Shield and get the "There is a problem - Try again" message.

I am a max speed customer and feel that Sky are restricting my browsing choices.

Please someone, anyone find a work around of fix for this issue.

[Chrisee]

@Liftman i have escalated the issue to a Sky team who support the forum who should contact you later today offering a private chat through the forum so keep your eye out for a forum personal message and an email but once they send the invitation a chat icon is added to the forum page.

After taking you through security they can access your account and hopefully sort why Shield is not channging profile for you or at the least set you to age 18 if that is what youbwant.

[Tom-W19]

Thanks for escalating. We've sent an invite to @Liftman.

[Brian_74]

Dear Sky Forum,

I have exactly the same issue - I have just joined Sky and cannot access Broadband shield from any device.

Thanks

Brian

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Brian_74]

I joined Sky Broadband on 16th November and have tried to access the Broadband shield on a laptop, iPhone and IPad and I'm unable to access on any device. Please can you help?

I only posted this request yesterday so not sure where the 48 hour cut off has come from??

thanks in advance 

[Chrisee]

@Brian_74 the 48 hour message was in connection with another user not in response to your post. Check you are using tge Sky id connected to your sccount as thst is the only id which can control the Broadbsnd Shield. If you are certain you are then you will need to talk to Sky to get it sorted.

If you pist confirming thst you sre drfinitely usingbthe correct id one of the Superusers can escalste your post to the Sky Team who support the forum.

[Brian_74]

Thanks Chrisee,

I can confirm I'm using the SkyId linked to my account.

kind regards 

brian

[MWPC]

I am also have the same issue, as a new Sky Broadband customer. It's quite frustrating!

What do i need to do to be able to actually use Broadband Shield and disable the current restrictions?