Resolved -
We are pleased to confirm that the content filtering issue has now been fully resolved.
All propagation periods have completed, and major providers—including Virgin Broadband and Yahoo Mail—alongside smaller networks, have successfully updated their systems.
Current Status:
Full Access Restored: Gift cards are now accessible across all internet service providers (ISPs), mobile networks, and Wi-Fi connections.
Workarounds No Longer Needed: Users no longer need to switch to mobile data to access their gift cards.
We appreciate your patience and cooperation while we worked with external providers to clear this restriction. Our teams will continue to monitor our systems to ensure ongoing stability.
Jul 5, 09:57 BST
Monitoring -
We are pleased to report that the recent content filtering issue is now largely resolved, with only minor, isolated disruption remaining.
Current Status:
Major Providers Resolved: Whitelisting has been successfully processed by major providers, including Virgin Broadband and Yahoo Mail, as well as the various companies and services operating on their infrastructure.
Tailing Issues: Users on these major networks should now have full, uninterrupted access. We are currently tracking a few remaining tailing issues with smaller, niche internet service providers (ISPs) as their local systems finish updating.
What to do if you are still affected:
While we wait for the final smaller providers to catch up, the previously shared workaround remains effective:
Immediate Fix: If you or your customers are still experiencing blockages on a local Wi-Fi connection, temporarily switching to a mobile data connection will bypass the restriction and allow immediate access to gift cards.
We are continuing to monitor the situation closely until all remaining minor disruptions are fully cleared. Thank you for your continued patience.
Jul 4, 09:23 BST
Update -
We believe the root cause of the issue has been identified and removal from content filtering services has been confirmed.
The process of this update propagating around the web could take 24 hours. During this period, we expect the number of users impacted to reduce. We are already seeing Virgin Media customers successfully accessing gift cards.
In the meantime, the previously shared workarounds remain fully valid and effective for any users experiencing difficulties opening gift cards.
How to resolve this immediately:
For All Affected Providers/Regions: If customers are experiencing this issue on Wi-Fi, switching to a mobile data connection will allow them to access their gift cards successfully.
We will continue to monitor and provide further updates as soon as available
Jul 3, 14:45 BST
Update -
Our engineering teams are continuing to work hard to fully resolve the root causes of this issue.
In the meantime, the previously shared workarounds remain fully valid and effective for any users experiencing difficulties opening gift cards.
How to resolve this immediately:
For Virgin Media Customers: They can fix this instantly by disabling the WebSafe content filtering service within their Virgin Media account (go to My Account > Settings > Online Security).
For All Affected Providers/Regions: If customers are experiencing this issue on Wi-Fi, switching to a mobile data connection will allow them to access their gift cards successfully.
We are monitoring the situation closely across all affected networks and will provide another update as soon as we have more information.
Jul 3, 10:50 BST
Update -
While the issue was initially observed with some Virgin Media customers, we are now seeing reports of similar behaviour affecting additional providers in other regions. We are actively investigating the wider impact and will provide another update as soon as we have more information.
Jul 2, 19:34 BST
Identified -
We have now identified the root cause of this issue as Virgin Media’s WebSafe content filtering service.
Customers experiencing this issue can resolve it immediately by disabling WebSafe within their Virgin Media account under My Account > Settings > Online Security. This provides an additional resolution alongside the previously shared workarounds of switching to mobile data.
We will continue to monitor the situation and provide further updates as required.
Jul 2, 12:53 BST
Investigating -
We are currently investigating an intermittent issue that is preventing some gift cards from opening correctly, resulting in error messages for affected users.
The issue appears to be impacting Virgin Media customers and began at approximately 5:00pm BST yesterday. Our engineers are working urgently to identify the root cause and implement a resolution.
In the meantime, the current workaround is for affected users to disable Wi-Fi and access their gift cards using a mobile data connection instead.
We will update as soon as we have further information.
Jul 2, 10:55 BST