Broadband shield not working

[James404]

New to Sky broadband - all working fine in regards to speed and connection. I am annoyed to find that Sky have restricted my internet access. Simple to change the settings one would think, but all week I've tried to access the broadband shield (both app and website) - reply comes back the same (tried dozens of times) - 'sorry, something went wrong - please try again' 

What is going on when a customer cannot access the settings. Frustrated. 

[jamesn123]

Hi @James404 

Sometimes this can happen, I would try using a different browser/incognito mode. If that doesnt work Sky will be able to help over the phone

[James404]

Thanks - tried ingonito mode and 2 different browsers (firefox and Edge)  - normally use Chrome - same results exactly. Tried calling but no answer to phone line - could be my phone....it's playing up. What's the best CS number to reach them?

[jamesn123]

@James404 

I've escalated your post to Sky, look out for a message on the forum

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @James404.

[James404]

Thanks for escalating this - someone attempted to fix it through the chat, but it was sadly unsuccessful. 

They said the profile was set to age 13 and they needed to send this to another team to fix that. In the mean time they said they could 'turn off' the broadband shield - which they said they did. I gave it over 24 hours, rebooted the hub BUT I'm still having sites being blocked by Sky. It's clearly not off. I would have thought it simple enough to turn of - it's not something I need on. 

I will raise the issue again in chat - thanks again for riasing it in the first place 👍

[Dwm2]

I have the same problem, phoned Sky after nearly 2 hours on the call they said it was fixed. It's not, still the same.

Very frustrating Sky block internet access arbitrarily and don't give customers full access to the shield, just a message ' somethings not working' without any option to find out why and correct it.

[JimM1]

@Dwm2 If you cannot get to and adjust the Shield setting's then it is normally an account access issue.

[Dwm2]

Thank you for your fast response. How do I fix that please? I use the same log in details.

many thanks

[JimM1]

@Dwm2 If you login to your account, goto product settings, broadband you should be able to see the shield and adjust as you require. Try it...

[Dwm2]

Thank you again, I tried that but get the same error message ' Sorry, something went wrong' ' Try again'. I did, same result.

[JimM1]

@Dwm2 Then as before you have an account issue that is not allowing you there, get sky to take a look for you!

[Dwm2]

Thank you for your time to help, I had tried called them previously, after nearly two hours on the phone they said they had fixed it when clearly they haven't. 
Thanks again anyway.

[James404]

Hi - OP here who had the exact same problem. It did get resolved  - in part (took a few weeks and multiple contacts with them). 

I only used their chat fetaure as no one answers phones. Ensure you speak to their technical team. It only got resolved when I raised it to complaint level. 

Broadband shield is still not accessible to me, even after they 'fixed' the account issue. It appeared I had 2 accounts and they were using threads from both them. That being said they did turn of the shield and it has stayed of. They attempted to do this several times unsuccesfully where it would go of for an hour or two. After raising a complaint, they contacted me and on turning it off again - it stayed of. It's been working fine for over a month now. Even though I still can't access the shield I have no intention of trying to get them to fix it as all I wanted was the thing of. 

So - use their chat feature and not their phone and demand that they turn the thing of and keep it of. Use their complaints procedure if you get no success and try and get to their technical team. They at least sounded like they knew what they were talking about - other basic CS staff did not