topic Re: Three unable to remove Adult Content Filter on account in Broadband

Three unable to remove Adult Content Filter on account

videogames_69 — Sun, 05 Feb 2023 15:52:52 GMT

Just as the title says, on 3 separate occasions now I've tried to get this filter disabled, first time via web chat; the technician was unable to. No specific reason given. I then went into a store, they couldn't do it there, told me to try chat/phone in the next day; and now here I am, again, after going through web chat the second time, they are unable to remove it, no timescales given.

I'm a little bit let down, as obviously the adult content filter doesn't just mean 'p*rn', there are other sites deemed adult that aren't necessarily p*rnographic that I now can't access without a VPN and seemingly Three can't use their own (new) system. What's up with that? Can I get time scales?

Re: Three unable to remove Adult Content Filter on account

JonathanB — Tue, 07 Feb 2023 15:12:18 GMT

Hey @videogames_69,

I'm sorry to hear that you've been running into these difficulties getting your adult content filter lifted from different teams. We're keen to make sure this gets sorted out for you.

I'll send you a private message to direct you to a team that can help further.

To access your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

JonathanB

Re: Three unable to remove Adult Content Filter on account

Sguppy — Tue, 25 Jul 2023 18:39:02 GMT

Hi, I'm having this exact issue (have phoned three times on separate days, as advised and have been told that it just says error reach time).

I have Google home equipment that isn't working and phone notifications don't come through when on the WiFi. On another community thread I read that removing the adult filter has worked for some people, but I'm not able to do this.

Is there any solution to have the adult filter removed?

Re: Three unable to remove Adult Content Filter on account

JonathanB — Wed, 23 Aug 2023 11:12:01 GMT

Hi @Sguppy,

Sorry I missed this at the time. It looks like you've replied on quite an old post so it slipped me by. The team I linked you to by PM recently should hopefully be able to help with this issue too if it's still going on.

Thanks,
Jonathan

Re: Three unable to remove Adult Content Filter on account

Sguppy — Tue, 05 Sep 2023 08:07:08 GMT

Thanks - the 4th time I called they were able to turn off the filter no problem.

Re: Three unable to remove Adult Content Filter on account

PauloRLGomes — Sat, 06 Jan 2024 22:56:14 GMT

Hi, something, got in touch and I even received the text message as complete "

Hi there,

We've turned ON access to adult content on your account.

First you've heard of this? Let us know right away: three.co.uk/contact-us"

But still not working! P... me off... my account and I should be the one controlling it!

Re: Three unable to remove Adult Content Filter on account

Brogan — Fri, 12 Apr 2024 07:19:47 GMT

I have the same. I've been to store three 3 times. after the last visit, I received a message that access to adult content had been unblocked, but it was not.

Re: Three unable to remove Adult Content Filter on account

ThreeHelpMee — Thu, 08 Aug 2024 22:09:38 GMT

Similar issue here but on the mobile I got an advisor to turn it off after having the filter on for a while since I personally switched it on and now the advisors blames it on the browswers I use. But it was working for a short time

Re: Three unable to remove Adult Content Filter on account

itsjustsi86 — Fri, 06 Sep 2024 21:38:05 GMT

I have the same problem says filter is off in three app now but Google says your still locking it

Re: Three unable to remove Adult Content Filter on account

JonathanB — Mon, 09 Sep 2024 13:16:28 GMT

Hi @itsjustsi86,

I recently tested this out personally and was able to remove the adult filter from the app with no issues, but your phone's temporary Internet data may interfere with this.

You should switch your phone off and on again after changing the filter settings, and if the Google Safe search still appears to be restricted, then try clearing your Browser's History and Website Data. In my case a reboot of my phone, then refreshing the Google page in question when I restarted the browser got me access.

Thanks,
Jonathan

Re: Three unable to remove Adult Content Filter on account

Elbereth — Thu, 03 Oct 2024 06:44:26 GMT

I am having the same issue on an iPhone 13 Pro Max. Any solution out there? Filter was off for a couple of weeks, now even though it appears off in my account the websites are blocked.

Re: Three unable to remove Adult Content Filter on account

PeteG — Fri, 04 Oct 2024 15:52:14 GMT

Hello.

If you toggle the filter on and back off again, does that help?

Pete.

Re: Three unable to remove Adult Content Filter on account

FridaWimbledon — Fri, 11 Oct 2024 18:55:51 GMT

Hi, I am having the same issue. Please advise.

Re: Three unable to remove Adult Content Filter on account

PeteG — Sat, 12 Oct 2024 15:40:55 GMT

Hello, Frida.

Welcome to the Three Community.

If you haven't had the filter removed before, you will need to speak to the Support Team to get it removed. Once that's been done one time, you can make future changes via the My3 App.

If for some reason you're having issues on the App even though you had it removed before, the advice would be to reach out to the support team again so that they can correct that issue.

If you're still having issues after that, I'd recommend restarting the device, and if needed, go into the reset menu and reset the network settings of the phone.

Pete.