Cannot access a website

[Loulee6972]

I have sky broadband and a sky mobile. 
I am unable to access a website that I use all the time. This was before I updated my phone with the latest update. 
I was sent a link by the company to

adjust the settings on sky shield. 
i followed these but still cannot access the website from my phone using broadband but can using 4g/5g only. 
What am I missing? 

[caesarome · Accepted solution]

@Loulee6972 

Does it work if you turn the broadband shield off ?

[Loulee6972]

Yes that's what I've had to do. 
im worried that was the wrong thing to do. 
i shop on my phone. Will it be still safe to do that. 

[caesarome]

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@Loulee6972 wrote:

i shop on my phone. Will it be still safe to do that. 

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It should be yes.

Does it work if the shield is set to the lowest age rating.

Or have you tried this:

1. Sign in to Sky Broadband Shield.
2. Select Manage exceptions.
3. Enter the website you’d like to block or allow.
4. Select either Allow website.
   • Select X next to the website if you want to stop allowing.
5. Select Save settings.

[Loulee6972]

I tried the links and it only works if I disable the shield. I tried using the other settings but it still blocks that site. 
thanks for your help.