Forum Discussion
How do you get rid of this stupid web guard crap?
And it blocks a LOT more than porn.
@magenta2012879, we hear you. Based on your plan, it sounds like you're paying a grand a year for service - and that's service you want to work. We'd want it to work even if we charged $50 a year for it, so I get it.
I'm sorry for any confusion in my wording, I could have been more direct when referring you to Care or T-Force.
Without taking a peek at the account side, I can't say for sure if this is an error with the Web Guard functionality on both the app and the site, or an error with your account's PAH provisioning. Whichever it is, we want to get it fixed. If it's the latter, then it's a simple fix on our side to make sure your line has the appropriate permissions. If it's the former and is a system error affecting multiple customers, then we need tickets to be filed with those users' account information included so that our engineering teams can recreate the problem on their side in order to resolve it. Since the Support Community is a public forum, when an issue requires account access to resolve, we need a team like Care or T-Force to help.
I know you're not stoked with the way any of this has played out - from the problem in the beginning to the help we offered here in the thread. I hope you'll give us another chance and reach out to one of our teams that can look into this to get it fixed, though -- because what we want is for you to get what you're paying for.
- Marissa
I should have noted that when I put in my age verification it always says server error. Do you ever fix your servers? Ever?
I am the only person. It is the $75 unlimited plan. Why does this even matter? Tell me how to get the stupid age verification server to work. I type in the info and it says server error.
I tried using the app, but whenever I click profile it twirls that circle about then says "We are currently having trouble with your request. Please wait a few minutes and try again.".... Every time I click profile. Your system does not work.
The app does not work either. It will not show my profile once I click on it. It tells me to try again later. You need to fix your system.
Are you prepaid?
Yowch -- I checked and while we don't have any system issues listed for this functionality at this moment, it sounds like there must be something going on. Kudos to you for trying all the self-management options available, I promise that not being able to complete the change through the web o the app is definitely not the level of convenience we're going for... ideally, both would work just fine, but having both down is a huge bummer. We want to get this fixed for you -- can you Community-2153 so that we can switch the restriction off for you on our side? If reaching out over the phone isn't your thing, you're welcome to reach out to our T-Force team through Twitter (@tmobilehelp) or via Facebook message so that we can verify your account and get you taken care of! I'm sorry you spent the better part of your afternoon trying to get this working -- if you have a little extra time, we'd love to get a ticket filed for you as well. If this is an emerging issue affecting multiple customers, reports to our engineering team help issues climb the priority list and we'd like to get it working ASAP! Thanks again for giving the app a shot as well, and for keeping us updated.
- Marissa
So, was there ever any resolution to this? I'm having the same problem, google search brought me here. I just get an error on the website when I try to enter my personal information for age verification.
It's especially annoying because it just hangs and then wiped out all my info so I have to re-enter it all to try it a second time.
Attempting to use the mobile app also produces the same error as mentioned above "we are currently having trouble with your request. Please wait a few minutes and try again.". However, waiting several minutes to try again has not proven fruitful.
We just learned that our particular WebGuard issue--which actually had nothing to do with WebGuard but rendered our smart TVs incapable of connecting to the Internet--was resolved by 1) unplugging the modem, 2) removing the battery from the modem, 3) replacing the battery, 4) plugging in the modem and letting it start up again.
Hope that’s useful to at least some of you.
Had same problem with TMobile Home Internet. Working fine for a month, then all of a sudden Webguard just started blocking sites -- not just adult sites-- regular sites. On account profile it says Webguard is disabled. T-mobile customer service not close to being up to speed on their home internet service "That's not a valid phone number" or "That's not a valid account number". You have to try to get into T Mobile Home Internet technical support at 844 275-9310 which is, apparently, 'different' than the other customer support lines. But don't actually try. Its a 2 hour wait every time. Also, they use 2-party authentication to change anything in the account online. Problem is it auto-fills the phone number associated with the modem. So Tmobile is texting a code to a modem not a cell phone. Modems cant display a text-- no screen. Can't change the number online to a different mobile unless its a tmobile mobile phone. I have sprint mobile and they have supposedly merged but says my sprint number is invalid when I try.
But, we did the old "unplug, remove battery, replace battery, replug" thing and it seemed to fix the problem. But boy does T-Mobile have a LONG way to go on a) Home Internet Support, and b) Sprint integration.
PS: If you have a sprint mobile, NEVER call into T-Mobile customer support on that device. They shuffle you over to a 'different' support team (assume old Sprint team) who knows NOTHING about T-Mobile Home internet or that it is even a product. Call from a landline and use your internet account #.Eek, @magenta2012879. We don't want to block whatever you're trying to see as long as it's safe and you're of age! Are you following the steps here: Guardia en la Web Are you trying to remove the restriction through the app or on MyT-Mobile? Where are you bumping into this error message?
- Marissa
