How to Remove Restricted Mode?

[happydays]

Due to lockdown, I’m not able to go in to verify my age and I also do not own a credit card. I called 61018 and it told me to call 61818. 61818 told me I do not have parental controls on, so I don’t know what is causing me to have restricted access to youtube comments and other things online.

How am I able to remove restricted access from O2?

[MI5]

@happydays 

This is an account issue that is being investigated by @O2Lisa 

[O2Lisa]

Hi @happydays so far I believe it's linked to parental control

We have self serve options to remove any parental control or if you'd like to private message me I can complete security on your account and I can look at taking this off for you.

[MI5]

@O2Lisa 

Can you explain "Parental Controls", how that differs from "age restriction" and how to turn it off please?

[O2Lisa]

@MI5 

Parental control is a full restriction. It restricts any browsing, web searches, applications.

Age restriction is slightly less control, it prevents 18+ content

This can be disabled via the MY O2 app

[MI5]

@O2Lisa 

There's only the option to remove age restriction in MyO2 but searching online appears to suggest it's the same thing and the instructions to remove both are the same?

[O2Lisa]

@MI5 By removing this it should set the account to open access

Resolving any faults linked to parental control/age verification

[MI5]

@O2Lisa 

OK, understand, but @happydays says in first post that they had checked and no parental controls were on.

So has this been root caused to parental controls / age verification officially or not yet?

Just want to make sure we can give the correct advice to customers 

[O2Lisa]

There isn't anything official yet @MI5 it's just from what I've found out by talking to customers and checking their accounts

We'd always recommended for customers to check via their my O2 first, if this is on then removing it should resolve the problem if it's off already they can contact us so we can double check and make sure everything is provisioned correctly at our side

[MI5]

Great, thanks @O2Lisa