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Broadband Buddy troubleshooting guide
Broadband Buddy helps keep you and your family safe online, and is available free for all NOW Broadband Members. You can view or change your Broadband Buddy settings at any time.
More info: What is NOW Broadband Buddy?
Having problems using Broadband Buddy on any of your devices? Check out solutions to the most common issues below:
I've forgotten my login details
Forgotten your NOW login details, and can’t access your Broadband Buddy settings?
Not a problem – just follow these steps to recover your details and sign in to your account.
Once you’re signed in, you can view or change your Broadband Buddy settings in My Account.
I didn’t receive an email confirmation when I changed my settings
Confirmation emails are sent to your registered email address. If you don’t currently have an email address associated with your account or need to update it, it’s simple to change.
More info: How do I change my email address?
I can’t access a website, but I’m not seeing the ‘website blocked’ message
If you've chosen to block a site that uses a secure https connection (for example, Facebook or Twitter), the Broadband Buddy ‘website blocked’ message won’t work.
I can’t access my work VPN from home
You'll need to add the VPN server address to your Allowed websites list if you’re working from home.
To add an address to your list of Allowed websites:
Step 1:
Go to your Broadband Buddy settings.
Step 2:
Select Block & allow websites and enter the website address you would like to block or allow in the relevant box.
Step 3:
Select Add and then Save.
If you still have problems accessing a VPN, you'll need to contact your company's IT support team for more specific help.
I can’t sign into PlayStation Network or Xbox Live
Have you chosen a Broadband Buddy age rating of PG, or blocked 'Online Gaming' as part of your Custom setting?
If so, you won’t be able to access PlayStation Network or Xbox Live, as both are included in the Online Gaming category.
To allow online gaming:
Step 1:
Go to your Broadband Buddy settings.
Step 2:
Either change your age rating from PG to 13 or 18, or select Custom and make sure ‘Online Gaming’ isn’t blocked.
I’ve found a site that I think should be blocked by Broadband Buddy
First, go to your Broadband Buddy settings. Have you selected the right age rating or custom setting to block this type of site?
If you’ve only just changed your settings, it might take a few minutes to take effect. Switching your Hub and your device off and then back on can help speed up the process.
If you still think the site is inappropriate after you’ve double-checked your settings, get in touch and let us know. We’ll review the categorisation and get back to you as soon as we can.
I think my website has been wrongly categorised
If you think your site is in the wrong category, get in touch and let us know.
We'll review your request, and if we agree we’ll update the category as soon as we can.
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