Good morning @Grahanross2003!
Welcome to our Community!
Did this issue of the parental controls not working only begin recently or have the controls never worked properly for this one household user?
Please let me know.
I turned on my protected browsing for my kids on my ignite app. Later, I realized it was more inconvenient as it restricted everything in the house, my TV, personal phones and desktop. I went to app to turn it off and I continually get an error to refresh and try again, or try back later. This is extremely inconvenient because I have to use my data to browse to look up anything that protected browsing thinks is a threat, (which is almost everything) and I am well over my usage allotment now and browsing at extremely slow speeds.. I have called tech support twice for this issue!!
Thanks for being a part of our community and great first post! 🙂
I understand that you are having some difficulty with turning off the protected browsing feature via your Ignite TV Hub app. Can you please try clearing your device cache followed by a reboot to see if this resolves the issue? Please keep us posted on the results!
@Dana6 I do not use Protected Browsing but I do know that it uses DNS tricks to do its magic; the Ignite gateway basically intercepts that lookup (when a a device tries to access a blocked site) and then either returns an error or a result that will redirect to an error page. The problem is that your devices will have cached these bogus DNS lookup results. Cached DNS records will eventually expire, so you can either wait or you can flush the DNS Cache on your device. (This is different from clearing your web browser cache. If you do not have a way to manually flush the DNS cache on a device, rebooting it should work as well.) I'm not certain of this but after disabling Protected Browsing, you may also need to reboot your Ignite modem/gateway in order to ensure that the DNS cache on the gateway itself gets flushed.
Totally understand that but the first step should be that the toggle button on the app will not let me move it to an off position, so it's always considered on. It gives me an error message everytime!!
Yikes! Contact Tech Support... or send a private message to the @CommunityHelps team. Even if this option is stuck On in your app, the Rogers support teams should (hopefully) be able to turn it off centrally.