Forum Discussion

Jon2023's avatar
Jon2023
SMARTY Commentator
14-08-2023

18+ Content - enabled but cannot access

SIM 1 - this is in my Android cellphone

SIM 2 - this is in my home 5G router, unlimited data

BOTH SIM 1 and 2 had their 18+ Content ENABLED on 14/6/23 after submitted my photo ID as requested by Smarty. Everything have been working fine with no issues since that date, whether browsing on my cellphone at home accessing online via the 5G router (e.g SIM 2) or when I'm away from home (e.g SIM 1)

Sun 13/8/23 - Access online to 18+ Content on my cellphone at home (e.g. SIM 2) came up with the blank page:

The connection for this site is not secure

www. <webpage name> .com sent an invalid response

ERR_SSL_PROTOCOL_ERROR

[REFRESH]

Tried on the laptop (connected to home 5G router), it was the same message.

Browser then took me to the three.co.uk's url after I'd closed the browser and relaunched and cleared cache and cookies.

Three's url says as follows:

We’re currently rolling out updates to give you a more satisfying customer experience. As a result, some customers may temporarily have restricted access to some functions online.

If you’re having difficulty finding the information you need,  get in touch  and we’ll help you get to where you need to go. 

  1. Turn off Wi-Fi.
  2. Head to the Adult Filter toggle on your phone.


    Remember, this won't work on a desktop browser. It'll only work on your phone.

  3. You'll need a credit card to verify your age. If you don't have one to hand, just contact us and we'll help. You can also visit a Three store, if that's easier.
  4. Once you've done this, just switch your adult filter settings to suit your preferences. Don't worry – you can change this whenever you want.

I contacted Smarty Customer Services (SCS), they just regurgitated what I have already done and asked me, for the 2nd time, to submit photo, after going through the security checks of name, postcode, last payment amount etc........

They then replied that the 18+ Content is now enabled, even though it already was on BOTH SIMs.

Re started both my devices as mentioned above, still the same issue with no access.

Its NOT my 5G home router, that has no parental restriction applied on it and no changes were made to its setting.

Explaining the situation to the SCS was painful, they don't seem to understand something so simple so I gave up and trying here.

Smarty ADMIN - can one of you please respond, I have wasted a lot of my time, providing screen grabs to help your SCS to understand so they can fix the problem that occurred due to no part from my end.

 

5G
Adult Content
Customer Support
Network

24 Replies

  • Strandloper's avatar
    Strandloper
    SMARTY Motivator
    14-08-2023

     

    Jon2023,

    Welcome to the Smarty users/customers forum. The forum is populated by Smarty Customers, just like you, and the occasional Smarty Moderator.

    If you are unhappy with the way you've experienced Smarty Customer Service I suggest contacting a Smarty Agent through Webchat and raise your issue as a complaint.

    You are very unlikely to get a reply from a "Smarty ADMIN" via this public forum.

  • MSF's avatar
    MSF
    SMARTY Guru
    15-08-2023

    Jon2023  I would recommend the complaint route as per advice from Strandloper . This should bring it to the attention of a more senior team member.

  • Jon2023's avatar
    Jon2023
    SMARTY Commentator
    14-08-2023

    To add:

    Cellphone - CAN access 18+ content via SIM  1  when wifi is disenabled (e.g. not accessing via home 5G router)

    • Jon2023's avatar
      Jon2023
      SMARTY Commentator
      18-08-2023

      Update, Fri 18/8/23:

      Tues 15/8/23, 1313hrs BST - Contacted the COMPLAINTS dept using the email inbox found on Smarty's url, an email Inbox address that looks strange but got an auto reply saying "We aim to get back to you withing 24 hours. If your query is urgent, please contact us via web-chat....."

      - The web chat is utterly useless having used that in the past. When one of their agents picks up your issue, it goes into a "pool", no case number assigned with NO chat history attached in their replies to show the main chain. Their Indian operatives just copy & paste generic solutions in their replies in the hope it would solve the problem. 

      - Thurs 17/8/23 - No follow up from their complaints dept. Was I surprised, no.

      I was going to resort to the old method of WRITING A LETTER send by RECORDED delivery but didn't have time until today, Fri 18/8. Decided to try again and now the 18+ Contents are enabled.  Simple  urls containing words to the effect of "kitchen knives" that was blocked before are now fully visible.

      To anyone who have issues on this subject, persist and ESCALATE, its absurd the lengths that I had to go through and the time scale to get things put right that was caused by the provider. NO replies had been received, even an apology.

      Like all providers, how good they are comes when you need to contact them and how EFFICIENT they are in resolving the problem. Smart and indeed Three show they are far from EFFICIENT. This was one of the main reason I'd left my old ISP/Cell provider Virgin Media, their customer services was just as dire with their Indian operative who have no clue what they are doing.

      NB: 80% of the world wide online scams originates and operates out of India - source, articles I read recently with data from the FBI. Submit your Credit Card to have  the 18+ Content enabled, try not to use any form of photo ID, at least the former you can cancel with ease and quickly.

       

       

      • Jon2023's avatar
        Jon2023
        SMARTY Commentator
        23-08-2023

        Update, Wed 23/8/23:

        - One calendar week on from contacting their Complaints Dept that gave me a system auto reply that said "We aim to get back to you withing 24 hours. If your query is urgent, please contact us via web-chat....." - NO reply have been received.

        The Complaints Inbox is just a token gesture to project an image that they want to help and resolve issues, other users take note.

         

    • MSF's avatar
      MSF
      SMARTY Guru
      18-08-2023

      Jon2023 On your home broadband, have you got adult content blocked with the provider (not on router)?

  • NE344's avatar
    NE344
    SMARTY Rookie
    17-08-2023

    Same problem. Done the £1 thing and got the filter disabled and it worked for a few hours and now it's back to blocking sites even though the settings are all right!

    • Jon2023's avatar
      Jon2023
      SMARTY Commentator
      18-08-2023

      Persist with it and escalate up, see my posted reply today Fri 18/8/23 1212hrs.

      The 18+ Contents can now load and display fine, took them 5 days to resolve something so BASIC and SIMPLE which they REVERTED and was working fine before!

       

      • Steve987's avatar
        Steve987
        SMARTY Pioneer
        14-09-2023

        Don't worry, it will be turned off again soon.

         

        I've had exactly the same isse on at least 4 occasions now

        Everytime it is the same thing, we have reset it and it won't happen again.

        I'm leaving, I've already ordered alternative SIM cards.

        The issue is the time it takes to sort this out, because they deny there is a problem.

        And good luck with the complaint, they will say as it fixed now they cannot investigate. I had to wait 8 weeks for it to time out before I got in touch with the ombudsman.

  • leedorney's avatar
    leedorney
    SMARTY Teamster
    26-12-2023

    When I complained once, I got an email I think it was basically pointing out that I can't leave if Im not feeling comfortable with the network, I replied saying to do their job instead of being a jobsworth!

    • MSF's avatar
      MSF
      SMARTY Guru
      27-12-2023

      leedorney  ....but did that reply get your problem sorted any quicker?

      My late father always used to say "You can catch more flies with honey than with vinegar" - experience tells me that he was correct.

      • leedorney's avatar
        leedorney
        SMARTY Teamster
        27-12-2023

        MSF The ball was in smarties court