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
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 #.
