Broadband Shield - "We’re sorry - there has been a problem"

[MWPC]

I'm a new customer and want to access Broadband Shield to deactivate the content-filtering, however i'm constantly presented with an error page - "We’re sorry - there has been a problem".

I read that this could happen if i still have open orders, but i'm pretty sure i don't.

This is quite frustrating.

[MWPC]

Hello?

I see there are other examples of people having the same issue -> https://helpforum.sky.com/t5/Broadband/Disable-parental-settings-on-broadband/td-p/4493862

Thanks

[MWPC]

Do Sky just ignore these issues? As a new customer, this is not an impressive look.

Still more people with the same issue:

- https://helpforum.sky.com/t5/Broadband/Can-t-access-sky-shield/td-p/4495661

- https://helpforum.sky.com/t5/Broadband/Disable-Broadband-Shield/td-p/4495586

... and just silence.

[Chrisee]

@MWPC the forum can be deceptive as Sky are a large company with well over 6 million broadband customers some of whom have issues but that  does not mean a system is broken for everyone.

The standard advice is check you are signing in with the id linked to the account holder if you are and still stuck call Sky.

[MWPC]

Thanks for responding.

I definitely am logging in using the right Sky ID.

What is the number to call? I don't have a landline. Is it a free number?

[Jan7787]

Hey, I have same problem. And I can't dissable shield. Preparing new docu movie about serial killer, need access to pages with plus age rating. 

[MWPC]

Bump - any input from a Sky employee please?

[Chrisee]

@MWPC Sky staff do not normally respond to threads like this

[MWPC]

They did here -> https://helpforum.sky.com/t5/Broadband/Sky-shield/td-p/4500253 (after escalation)

[Chrisee]

@MWPC those replies are simply a response to the escalation and does not discuss the issue. You will occasionally see posts by the Community Managers but the vast majority of posts are from customers. If you want a response from Sky call them.

[Wayne009]

Still I have the same problem joined 2 days ago might after cancel and go back to my old provider seems like sky don't want you turning off the shield I wonder why ??

[Guy+Keshet]

I am also affected by the same issue. I am not a new cusotmer, I have been with Sky for years and have used the service on a regular basis.

Sky support are not help at all - keep trying to tell me the app is not up to date , but I reinstalled the app, and tried on multiple browsers, on multiple devices, so clearly their problems. I raised a complaint and now have to wait 8 weeks to go to ofcom. suggest other do the same: contact sky and raise a complaint about the issue not being resovled, wait 8 weeks and compain to the ADR scheme at https://www.cedr.com/consumer/cisas/overview/

[Lolasaunty]

Same here trying to take the shield off and the same error message shows up every time I log in to remove it, I've called them and asked for it to ge removed and they say they have done it but still the same problem  I cannot access what I need.

Extremely fed up and considering cancelling the broadband.

Oh and throw in them cutting me off 😣🤯 I'm not happy ☹️

[Guy+Keshet]

The service has been appalling. I had a case opened and sky promised to come back and never did. When I called to complain, the agent spoke to me for an hour and then closed the complaint stating she called me and I didn't answer - which is a lie. Luckily my contract is ending in a month, I will not be renewing - will get faster connection for less at community fibre and hopefully better service.

Good bye Sky

[Lolasaunty]

Agreed it's appalling service.  It's very likely I'm going to cancel it and pay my £110 to get out of the broadband contract as I just feel it's a complete waste of money.