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
I had the Same issue. After I texted t mobile IT support, they fixed the web guard glitch.
Whenever I went to https://YouTube.com I came up with an OpenDNS error and said, Site Blocked, This site is blocked due to content filtering. If you think this shouldn’t be blocked, please contact your network administrator.
Here is a screenshot of the block on windows 11
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 #.We just learned that our particular WebGuard issue--which actually had nothing to do with WebGuard but rendered our smart TVs incapable of connecting to the Internet--was resolved by 1) unplugging the modem, 2) removing the battery from the modem, 3) replacing the battery, 4) plugging in the modem and letting it start up again.
Hope that’s useful to at least some of you.
I have the same identical problem. Web Guard has suddenly appeared on my account and I'm unable to turn it off, it just keeps saying "web server error". I also can't receive text messages on my phone. I'm not sure how this turns itself on, on my account by itself and why text suddenly don't work. There's not an issue with resetting my phone. The customer support person was so incompetent that he just wanted to upgrade my plan. The technical support doesn't answer and I've already reset my phone. Web Guard was never turned on. I make sure that things like that are turned off. Now it turns on by itself and it's impossible to turn off.
actually, i just discovered that the correct answer is this: if you have a prepaid account, you can't turn off web guard using either the website or the app. what you CAN do is say bye to the stock t-mobile internet app, and start using google chrome as your browser. web guard doesn't block sites there. hope this helps some of you!
I have the exact same problem with both the website and the app. In general services in the website and app are bad, server timeouts, latency, etc.
Please fix
Sorry you're seeing this error too, @cmaines. We didn't hear back from the OP regarding this issue, but if standard troubleshooting steps (clearing cache/cookies on your web browser, uninstalling and reinstalling the app) don't resolve the matter, this is something we'd need to have you Contact Us about so that we can take a look at the account's Primary Account Holder permissions. If those are already correct, we'll get a ticket filed for the issue so that it can be sent up to our engineering team!
- Marissa
So, was there ever any resolution to this? I'm having the same problem, google search brought me here. I just get an error on the website when I try to enter my personal information for age verification.
It's especially annoying because it just hangs and then wiped out all my info so I have to re-enter it all to try it a second time.
Attempting to use the mobile app also produces the same error as mentioned above "we are currently having trouble with your request. Please wait a few minutes and try again.". However, waiting several minutes to try again has not proven fruitful.
@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
Your attitude sucks. It's worse than mine. No one wants to help you when you're being a doodoo head.
