Please fix your "Adult content" block and allow us to remove it.

[JohnR]

Since I joined Three broadband, I noticed some (non-adult) websites simply don't load (I had to use my own VPN) until I discovered that Three has enabled an "Adult content" block by default. 

Before I get into why that's not really acceptable, I need to remove your "Adult Content" restriction (for one, it is blocking non-adult websites, e.g. 9gag.com). Your webpage in "My account" that supposedly allows me to remove it by proving I own a credit card isn't working. It randomly gives one of the two following error messages: either "this card number is not valid" (false, it's the same card already registered on the very same account that I'm paying my Three bills with) or "We cannot check those card details right now, try again later" (I've tried 5+ times on 3 different days).

Now, since I already registered a credit card on file to pay for the Three bills, that means you already have proof that I own a credit card and thus I ask that you remove this "Adult content" block immediately.

On top of that, you actually ran a credit check on me when I signed up, so you definitely have enough proof of my adulthood.

Ultimately, you shouldn't be enabling this by default without consulting me first. Taking those kind of liberties in the name of "protection" (protection for whom, exactly?) is non-democratic ... and right now it feels like you are also preventing me from removing it  as there looks you certainly shouldn't be preventing me from removing it, which is what it looks like you're doing right now - it's either that or incompetence.

On top of all that, your chat bot seems useless too -- it either doesn't work or doesn't let me send a message to your agents.

Yes, I'm annoyed!

Can some mod here pass this to the concerned department at Three?

[JonathanB]

Hi @JohnR,

Sorry for any frustration this is causing. Is the card you're using definitely a credit card, as opposed to a debit card or a prepaid card? Although these are very similar it needs to be a credit card with a formal credit agreement to be acceptable as a proof of age.

I do get where you're coming from, but we are required to specifically do additional checks to remove the adult filter. The account holder isn't necessarily the user or the sole user of a service, so it isn't lifted by default. This has to be done by credit card as a self service option, but you can also take photo ID to store, or customer services have other options such as checking your Experian data.

In terms of any websites you're encountering which you think are incorrectly being filtered, email content@three.co.uk. and they'll be happy to check this out. 

Thanks,
Jonathan

[JohnR]

Hi Jonathan,

Interesting, your website doesn't draw attention to the fact it cannot be a debit card (as you know, "credit card" is colloquial for all cards). It should certainly do so, and also your error messages should be actually informative and not ambiguous and misleading like the two I've encountered: "couldn't verify, try again later" or "that card number is not valid".

That said, it was a credit card. As I explained, your website sometimes said "that card number is not valid" when pressing submit, while other times it did go over to the next screen asking for 3DS and then ultimately said "cannot verify those details right now, please try again later". So sometimes it did apparently accept it only to fail later. It definitely looks like something is not working on your side.

As for the legal point, as I explained to another user who replied (without your tact), the UK legislation doesn't actually require ISPs to block adult content by default. Some ISPs (not all), chose to do so voluntarily in 2023 after the online safety act passed, because it was just simpler than what the legislation *actually* requires, i.e. websites - not ISPs - to implement age verification measures or else be subject to being blocked. A blanket block by default in my opinion isn't the way to go for a number of reasons (e.g. ending up blocking non-adult websites too "just to be safe", or pushing the boundary and gray area of what is admissible, and generally trim liberties ... there's a reason the UK became a laughing stock for arresting people for online tweets yet freeing rapists on technicalities; I exaggerated for effect here)

All that being said, as I mentioned, Three has already verified my age because you actually ran a credit check on me when I signed up! So asking for further age verification is unnecessary and annoying, and sends the wrong signal to your customers, especially given your system refuses to remove it and gives misleading error messages ...

So given you already verified my age (ran a credit check) and that your system doesn't allow me to remove it myself, can you please pass on my request to remove this restriction?

Cheers

[PeteG]

Hello. 

I personally haven't ever recognised credit card as a colloquial term covering debit cards. I generally expect language to be "credit or debit card" in situations where both apply. Perhaps that's just me and maybe your right. In any case, that can be given as feedback to the web team to see if the language needs updated, along with more specific forms of error messages as well. 

It seems there might be some confusion around the newer rules being implemented within the online safety act 2023, and Three's (as well as other mobile carriers) policy on having an active content filter by default with new accounts. Quite a long time back, it was agreed with Government/Ofcom that all mobile carriers would provide network content filtering and that it would be by default on in new accounts. Whether this participation was mandatory or not, I don't know, but it's a practice Three agreed to, and it's now part of their policy. 

As for using the contract verification as age verification for filtering, this isn't an option since all contracts that are given to children in are provided to them by people who are 18 or over. The default-on filtering ensures that there's no oversight by the person who is giving the child access to the internet. It also ensures that the user of the phone can't make the change to the setting themselves. 

Sadly, we can't make any changes to your account from here, as we don't have access to customer accounts or details. You'd need to make the request using one of the approved options. 

Pete. 

[JohnR]

Most places haven't traditionally distinguished the two types of card (reason why I also didn't think it rejects a debit one), but that is a more minor point given the website does seem to accept it and not accept it randomly.

As for what the online safety act 2023 says, that's quite clear and is simply wrong to claim that it is a legal requirement to block adult content by default. Whether an ISP voluntarily does so is another matter.

Leaving all that aside, you mention mobile carriers. The product I purchased was advertised as a broadband connection. I wonder how a customer is supposed to treat this, and I suppose you'd say it should be treated as a mobile connection no different than a phone (the "broadband" term may throw off the interpretation).

Regarding your last point - I was saying that in this case the same person who took the contract (and was already credit checked) is making the request to remove the filter - I'm aware the community isn't dealing with that, hence my last request.

Your help pages seem to imply that if the mobile app is used then a credit card isn't needed to disable the adult filter. If that's true then that would invalidate your point about an under 18 being able to disable the filter without being age verified. Unless I'm missing something.

[Paddiewack]

[Paddiewack]

[Paddiewack]

Annoyed or not it’s a legal requirement under the online safety act 2023 that you need to prove your age to access adult content regardless of what you say. Anyway it’s easy to do via the Three app given you’ve got a credit card so crack on and get it sorted instead of being all high and mighty.

[JohnR]

You clearly haven't read my message

[Paddiewack]

You clearly haven’t understood mine!