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You’ll always have FREE access to our technical knowledgebase, application guides, YouTube tutorials & Customer Services, as well as all other online resources, help, white papers and articles.

If none of these answer your query you can also raise a ticket and get direct access to our team of smart home specialists for for assistance.

 
 

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I’d never want you to be unhappy with something you buy from us, so here’s my promise - you can return any unused products within 365 days. If you have problems with a new purchase, our support team will work with you to resolve. And if you still can’t get it working then you can return it within 14 days for replacement or refund. For full information take a look at our full returns policy.

In addition, here’s my personal email should you ever have any problems or feedback: dave.bell@vesternet.com

We’re not just a shop, we’re with you all the way on building your smart home.

 
 

Why isn't my VERA Edge working properly with my BT Internet service?

Question

Why isn't my VERA Edge working properly with my BT Internet service?

Answer

For the past few months we have received some reports of what could be described as a VERA system failure.

Symptoms would include booting failures, random crashes, extremely slow UI and sometimes the inability to complete the setup wizard or access the device remotely via the VERA web portal.

We quickly found out this was somehow related to the BT Internet service but it took as some more digging to understand what was really happening.

It transpired that BT started blocking access to third party DNS servers earlier in the year when they enabled "Parental Controls" by default on each users account.

VERA Edge actually runs a mini-DNS server itself and will use upstream "root" DNS server addresses should it need to resolve domains not already in its' cache.

It won't use the BT DNS server addresses handed out by your router and if access to the root DNS server addresses is being blocked Edge will never be able to resolve any domains potentially causing all sorts of problems.

Solution

Luckily it’s fairly easy to disable BT Parental Controls.

  • Log in to My BT with your BT ID.
  • Scroll down to the "My Extras" section and click "Manage" in the "Parental Controls" panel.
  • Slide the button to "Off" and your BT Parental Controls will be switched off.

BT Parental Control


  • Now select "Delete BT Parental Controls" underneath the slider.

BT Parental Control


  • You will then receive a final confirmation screen.
  • Select "Yes, delete now ".

BT Parental Control


  • It can take up to two hours for BT Parental Controls to be completely deactivated.
Copyright Vesternet 2015

Updated: 24/07/2015

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