BT Web Protect is designed to keep you safe online by blocking websites that could harm your devices or compromise your personal information. If you’re seeing unexpected warnings, having trouble accessing certain sites, or noticing something isn’t working as it should, this guide will help you identify the cause and walk you through simple steps to fix the most common issues.
A blocked site still appears in your search results
This is expected behaviour. BT Web Protect looks at the website you click into, not the search results page. Search engines like Google aren’t classed as harmful, so their results still display.
What to do:
Try clicking the link. If the site itself is harmful, BT Web Protect will warn you and block entry.
You’re seeing more than one warning page
You may have more than one security product active (e.g., BT Web Protect and BT Virus Protect). Both can show warning pages.
What to do:
- Check which security tools you have installed.
- Decide whether you want to use both protections or turn one off.
A website you own is being blocked
A warning will appear if BT Web Protect believes your site contains harmful content.
What to do:
- Check your site for any malicious code or unauthorised content.
- If you believe the site is safe, email saferbrowsing@bt.com with details so BT can request further investigation.
- If harmful content is verified, contact your site administrator or developer to clean it.
“Continue anyway” isn’t working
To override a warning page, cookies need to be enabled and you must not be using private browsing.
What to do:
- Enable cookies in your browser settings.
- Switch out of private browsing (e.g., Incognito mode).
- Try the link again.
You clicked “Continue anyway” but the warning comes back
This is normal. The override lasts for one visit only and expires after 3 hours.
What to do:
- Select Continue anyway again if you still want to visit the site.
- Remember you’ll be warned every time after 3 hours on the same device — this is for your protection.
BT Web Protect seems stuck or won’t turn off
If you can’t disable the feature in My BT, it may be an account or browser issue.
What to do:
- Log in to My BT. Manage my extras and try turning it off there.
- Allow up to 2 hours for changes to take effect.
- If the button doesn’t respond at all, contact us via the BT Community for support — forum moderators can escalate stuck accounts.
Need more help?
If the steps above don’t solve the problem, contact our BT Guides, who can investigate further. Make sure to include:
- The website you were trying to access.
- What happened (e.g., warning type, repeated blocks, error behaviour).
- Any screenshots of the page you saw.