topic Re: EE totally unable to unlock mini wifi parental controls in Mobile Broadband

EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 16:43:43 GMT

EE incapable of unlocking Mini Wifi. Spent two hours on the phone with two different agents yesterday and they were unable to help. After nearly an hour, the first agent said it was all sorted and I'd shortly get an email. It wasn't and I didn't.
The other tried THREE times with credit cards which took more than an hour and finally gave up saying it couldn't be done. Have also tried with my credit card online and it says did not work please try again, over and over.
The agents were both very pleasant and polite but the poor things were totally exasperated.
Shocking service EE

Re: EE totally unable to unlock mini wifi parental controls

James_B — Fri, 22 Mar 2024 18:47:55 GMT

Hi @IvyL,

What happens when you try to change your content settings at EE - Content unlock?

James

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 18:51:39 GMT

You can't use content unlock with a mobile Mini Wifi

Re: EE totally unable to unlock mini wifi parental controls

Chris_B — Fri, 22 Mar 2024 18:55:58 GMT

@IvyL Why can’t you ? It’s a device with a sim in it just like a phone and just like a phone is has a phone number but this is just used for data access. It’s the sims account that having content lock removed not the device.

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 18:56:52 GMT

EE won't allow you to change parental controls on a Mini Wifi box online. Perhaps you should ask them why?

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 19:01:29 GMT

It's PAYG

Re: EE totally unable to unlock mini wifi parental controls

James_B — Fri, 22 Mar 2024 19:03:34 GMT

Hi @IvyL,

EE - Content unlock should work with any EE mobile device.

What happens when you try?

James

Re: EE totally unable to unlock mini wifi parental controls

XRaySpeX — Fri, 22 Mar 2024 19:09:53 GMT

On PAYG you can't control Content Lock from your MyEE. Instead you need to call EE with a credit card handy & pay a refundable token amount to prove you are over 18. Alternatively you can visit an EE store with some photo ID.

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 19:31:22 GMT

Yeah. Done that, (as I said in the OP...)

EE have just confirmed there's a problem at their end with registering cards... the

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 19:45:44 GMT

It's PAYG. You can't do content unlock on PAYG. And EE's system for card checks has been down since yesterday they say...

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 20:27:28 GMT

Useless. Just a load of EE advertising fluff

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 20:33:17 GMT

Useless...just takes you to a load of EE advertising guff

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 20:36:11 GMT

Doesn't work

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Fri, 22 Mar 2024 20:38:58 GMT

Useless... Just takes you to a load of EE advertising guff

Re: EE totally unable to unlock mini wifi parental controls

Leanne_T — Sat, 23 Mar 2024 07:49:42 GMT

Hi @IvyL

I am very sorry to hear this, if you call us again our pay as you go guides will get this looked into further and let you know what is needed to get the content lock removed.

Leanne.

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Sat, 23 Mar 2024 10:18:59 GMT

I already spent two hours on the phone yesterday with one of your PAYG guides, who eventually claimed there was a technical glitch with credit cards at EE preventing them from being able to unlock parental controls on my phone.
However, he convinced me that buying a non-PAYG contract would sort my issue out so, against all my suspicions, I agreed to.

Guess what? After I signed up it didn't make any difference. What a surprise. Now I can't even log in. Needless to say, I immediately cancelled the contract online (distance selling regs) and appear to be just another punter who has been misled and mis-sold by the notorious EE pressure sales people.

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Sat, 23 Mar 2024 11:13:28 GMT

Well there you go... Content Unlock

This service isn’t working right now

Another EE fail, sigh

Re: EE totally unable to unlock mini wifi parental controls

Leanne_T — Sat, 23 Mar 2024 11:52:47 GMT

Hi @IvyL

I am very sorry you are having problems removing the content lock, if the account is pay as you go you would be unable to remove this in your My EE account and would need to call us or visit an EE Store with photo ID.

We have no account access to remove this for you on the community, are you able to try visiting an EE Store with photo ID to see if they can help get this sorted?

Leanne.

Re: EE totally unable to unlock mini wifi parental controls

IvyL — Sat, 23 Mar 2024 12:02:34 GMT

I'm well aware I cannot do this from My EE account which is why, as I say, I have spent several hours on the phone with your Guides (who are very polite and patient).
EE has now admitted there is a problem with their system and this cannot be done over the phone!

Re: EE totally unable to unlock mini wifi parental controls

Leanne_T — Sat, 23 Mar 2024 12:05:52 GMT

Hi @IvyL

Did the team raise a support ticket to get this looked into further or advise what would be needed to get this resolved for you?

Leanne.