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Old 15-07-2015, 10:15
ihatemarmite
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I'm an Infinity customer. I've always used Open DNS since becoming a BT Infinity customer over 2 years ago. No problems until yesterday.
A blue error page appeared whenever I tried to open any web page (other than BT.com and gmail) stating that BT Parental controls had blocked access, and that I was maybe using the wrong DNS server.

I logged into my account. BT Parental controls weren't activated. I followed the procedures to both install BT's DNS server coordinates on to my mac (OS X 10.10.3 Yosemite) and to delete BT Parental controls entirely. (I don't need them).

I then shut down the mac for an hour. My iPad and phone on the same network were working just fine during this blue screen BT impasse. Needless to say BT's live chat was down as well.
All worked fine after that until this morning, when certain websites are blocked yet again by (you've guessed it) blue screen DNS server/BT Parental controls. Logged back in and it's still deleted.

As an example of what it's blocking, www.independent.co.uk is one.

I've emailed BT's 'website incorrectly blocked' email but I'm aware of the horror of their CS so I'm wondering what to do. I can't find any suggestions on forums other than clearing the browsing cache and deleting Parental controls, both of which I've done.


Edit: just had an email. They've outsourced Parental controls. My guess is the problems I'm having are a software issue with whoever this is? This is the pro forma I got back.
No way to explain I've deleted their malfunctioning controls!

Dear Customer,

Thank you for your enquiry.

The categorisation of websites for BT Parental Controls is conducted by our expert 3rd party supplier and BT is not involved in this process. We understand that from time to time, sites can be miscategorised so will forward your request onto our 3rd party supplier for further investigation. We will inform you of the decision made however, BT or its third party supplier will not enter into correspondence regarding this investigation.

If you are a BT Customer submitting a request via this channel, please note you should add any sites that you believe have been blocked (or allowed) incorrectly to your personal blocked or allowed lists. You can find out how to do this here.
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Old 15-07-2015, 13:33
DragonQ
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Hmmmmm I use OpenDNS and don't have those issues. Are you sure it wasn't a momentary issue with OpenDNS? What about rebooting your router?
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Old 15-07-2015, 15:49
ihatemarmite
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someone from BT emailed to say power down your home hub 4 for 5 mins.
Thing is, I'm terrified to touch it as BT are such a nightmare to deal with. At present, most sites are opening fine. Just the Independent isn't.

If I do power it down, do I just unplug it and then plug it back in and it won't lose any of my settings? Since I got it 2+ years ago, it's worked fine and I've left well alone.
I had a problem when Infinity was installed - basically had a nightmare with BT.
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Old 16-07-2015, 11:23
Bowdon
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I don't have a HH4, but if there is a power off button then press that (if there isn't then unplug at the mains plug). Keep it off for 30 minutes if you can, then DLM won't think there is a fault on your line. When you power back up all settings should be the same. You don't lose any of your settings.
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Old 16-07-2015, 13:12
Resonance
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someone from BT emailed to say power down your home hub 4 for 5 mins.
Thing is, I'm terrified to touch it as BT are such a nightmare to deal with. At present, most sites are opening fine. Just the Independent isn't.

If I do power it down, do I just unplug it and then plug it back in and it won't lose any of my settings? Since I got it 2+ years ago, it's worked fine and I've left well alone.
I had a problem when Infinity was installed - basically had a nightmare with BT.
Yes, just power off wait a few seconds and then power on again. Don't worry, you won't lose any settings.
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Old 27-07-2015, 19:45
ihatemarmite
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thanks. I did this and so far so good. BT support emailed me again too (!).
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Old 29-07-2015, 00:08
lincsat
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I use Googles Public DNS and I've been having issues of some sites loading very slowly or not loading at all. If I connect through a VPN, then they all open instantly. So there is some issue at BT.
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Old 05-08-2015, 11:42
Glawster2002
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Location: Nailsworth, Gloucestershire
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someone from BT emailed to say power down your home hub 4 for 5 mins.
Thing is, I'm terrified to touch it as BT are such a nightmare to deal with. At present, most sites are opening fine. Just the Independent isn't.

If I do power it down, do I just unplug it and then plug it back in and it won't lose any of my settings? Since I got it 2+ years ago, it's worked fine and I've left well alone.
I had a problem when Infinity was installed - basically had a nightmare with BT.
I have also never set up BT Parental controls, no kids so no need as far as I'm concerened, and I had exactly the same problem last night, random web sites bringing up the "BT Parental Block" page, I checked on here and followed the advice of powering down our HH5 for a few minutes and powering back up and it has cleared the problem.

By the way, power-cycling the HH shouldn't cause any problems.

There is obviously something strange going on....
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