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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4663
Experience:  B.Sc. Computer Science with Honors
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Please remove Parental Control from my account! I am unable

Customer Question

Please remove Parental Control from my account!
I am unable to see a video of my Grandson Surfing -it is blocked.
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.
Michelle :

my name is ***** ***** I will be the expert working with you today to help resolve your problem.


Michelle :

you are getting parental control block on which browser?

Michelle :

let me know when you are online and available then can walk you through to follow steps to fix it.

JACUSTOMER-z29ium7d- :

why cannot you fix it without mne being involved.

JACUSTOMER-z29ium7d- :

This is silly.

JACUSTOMER-z29ium7d- :

I did not request to have Parental control applied.I therefore do not wish to have to pay to have it removed.,

JACUSTOMER-z29ium7d- :

This is a confounded nuisance.

JACUSTOMER-z29ium7d- :

To have something that I did not ask and have all this agro to have it removed is disgraceful.

JACUSTOMER-z29ium7d- :

Please remove parental Controlat once.

JACUSTOMER-z29ium7d- :

I do not wish to pay service.

Michelle :

thank you reply.

Michelle :

Justanswer service is a paid service.

Michelle :

Let me know if you wish to get the problem fixed we provide a satisfaction guarantee.

JACUSTOMER-z29ium7d- :

Please fix this-I have already paid

JACUSTOMER-z29ium7d- :

I still cannot view this video.

JACUSTOMER-z29ium7d- :

Please remove parental con troll as soon as possible.

Michelle :

Please tell me the time you will be online so that i can get this fixed

JACUSTOMER-z29ium7d- :

29/01/15

JACUSTOMER-z29ium7d- :

What I do not understand is why Parental Control wAS INSTALLED ANY HOW .I DID NOT REQUEST IT TO BE DONE.

JACUSTOMER-z29ium7d- :

I DO NOT SEE HOW I CAN POSSIBLY BE EXPECTED TO PAY TO BE REMOVED WHEN I DID NOT REQUEST IT TO BE FITTED.

Michelle :

parental control is basically a setting that might have got changed by clicking on any option in your browser settings

Michelle :

i will be online on 30th jan of the day, if you could let me know what time you will be online i will fix the setting via remote access

JACUSTOMER-z29ium7d- :

Thank you .I am online now

Michelle :

ok

Michelle :

nowlet me know since when this parental control problem start

JACUSTOMER-z29ium7d- :

possibly 5 days ago

Michelle :

ok

Michelle :

and do you have windows xp, vista windows 7 or 8 on your computer

JACUSTOMER-z29ium7d- :

11/01/2015

Michelle :

i will remote access and fix this

Michelle :

i will give you the link

JACUSTOMER-z29ium7d- :

thank you

Michelle :

click here

Michelle :

in page that opens click on i gree

Michelle :

agree

Michelle :

then download and install the elsinore screen connect

Michelle :

once installed i will be able to remote connect

JACUSTOMER-z29ium7d- :

I have no idea how to do this .

Michelle :

ok let me give you another tool

Michelle :

dont worry

Michelle :

please open the website www.teamviewer.com

Michelle :

once that website is open, click on start full version

Michelle :

download and run the file

Michelle :

let me know once done

Michelle :

were you able to install it

Michelle :

please let me know the id and password ***** left side of teamviewer window so that i can remote connect

JACUSTOMER-z29ium7d- :

My name is ***** ***** I work at a Computer Assistance in Oxford. The URL of the blocked you tube video is: https://www.youtube.com/watch?v=1MGF3bXk35g&sns=em

Michelle :

ok

Michelle :

its a problem with the browsersetting

Michelle :

are you watching this video in internet explorer or google chrome or mozilla firefox

Michelle :

Keiran are you the original customer or someone else assisting them with this

JACUSTOMER-z29ium7d- :

We are able to access this video in shop with no problems . When Phyllida tries to view the video at home she is unable to. It comes up as a block website; this is youtube. All that happens at Phyllida gets a message "unable to access this page" this is the only page that this happens to (as far as she is aware, and it only happens on her home network.

Michelle :

got it

Michelle :

its a problem on her computer

Michelle :

i can remote access and fix this right away

Michelle :

she had agreed access but somehow was unable to install the remote tool

Michelle :

let me give you the steps, try them

Michelle :

if you are unbale to follow i will remote access

Michelle :

1. Go to the Control Panel from the Windows Start menu.
2. Click User Accounts.
3. Click Parental Controls.
4. Click on your account photo.
5. Choose Parental control off

Michelle :

once done try playing the video

JACUSTOMER-z29ium7d- :

the problem is not with the browser settings as she only uses internet explorer and we have no problem watching the video in internet exploer in the shop. I am not the original customer, she is sitting next to me. Parental Control is not turned on. We have no problems watching the video from our internet connection, she has at home. It has nothing to do with parental control, because it is and was not turned on.

Michelle :

ok so basically what you are trying to say is that when you use your internet connection on her pc, the video plays fine . whne you use her internet connection on herpc, the video is blocked

Michelle :

or is it that video plays fine at your shop but not at her home

Michelle :

which is the case...first one or second one

JACUSTOMER-z29ium7d- :

the video plays fine on her pc in the shop on our internet connection. but she is unable to play it at home on the same laptop using the same browser

Michelle :

got it

Michelle :

so its basically an internet connection setting

Michelle :

has she recently switched internet service providers

JACUSTOMER-z29ium7d- :

I was informed that this was Talk Talk; her ISP, as you are not then I cannot see how you can help any further.

Michelle :

ok we can restore the computer 5 days ago when she was able to view the video

Michelle :

any neywork connection setting causing this might get reversed

Michelle :

do we have xp, vista windows 7 or 8 on this computer

JACUSTOMER-z29ium7d- :

I am also able to do that job, she has never been able to view the you tube video at home, I need to talk to Talk Talk about this the customer as she was under the mistaken impression that that is who she was talking to.

Michelle :

well incase you wish to approach Talk Talk on this you may please go ahead

JACUSTOMER-z29ium7d- :

Than

JACUSTOMER-z29ium7d- :

thankyou

Michelle :

i would like to clarify that Just answer is a 3rd party service provider who provide assistance questions worldwide

Michelle :

do feel free to ask in case you need any help

Michelle :

thanks just answer

JACUSTOMER-z29ium7d- :

I understand that and now the customer does. we at computer assistance provide a comparable service in the south east of the UK.

Michelle :

ok. thanks again cooperation

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