topic Re: Facebook and Instagram not loading on Smart 4g Hub in Mobile Broadband

Facebook and Instagram not loading on Smart 4g Hub

Toby192 — Sat, 15 Jun 2024 14:27:25 GMT

I have a Smart 4 G Hub ( since February 2024) providing all my home broadband and wifi. All of a sudden we are unable to connect to Facebook and Instagram via wifi which will not upload and refresh. Previously both were working fine.The only network change that I can think of is my recent phone request to EE help desk to unlock the Parental Control setting on my service, which I understand is the default setting.Could this have caused the problem ,in which case what do i need to resolve it? Facebook and Instagram seem to work on our 5g phone service when wifi has been disabled.

Re: Facebook and Instagram not loading on Smart 4g Hub

JimM11 — Sat, 15 Jun 2024 14:36:12 GMT

@Toby192Link as you requested. Check's and allows switching both way's.

How Do I Turn On Parental Controls on My Device? | Help | EE

Re: Facebook and Instagram not loading on Smart 4g Hub

MissMossy — Sat, 29 Mar 2025 07:41:11 GMT

Did you get this sorted? We are having the same issue

Re: Facebook and Instagram not loading on Smart 4g Hub

Peter_W — Sat, 29 Mar 2025 10:49:36 GMT

Hi @MissMossy!
Thanks for reaching out to us about this 😊

Is it just these two websites you've noticed these issues with, or is it further reaching too?

If you have access via the EE app, it's worth checking to make sure that strict content lock isn't enabled, as this will block social media sites.

You can find out more here:

How Do I Turn On Parental Controls on My Device? | Help | EE

Peter

Re: Facebook and Instagram not loading on Smart 4g Hub

MissMossy — Sat, 29 Mar 2025 10:54:21 GMT

Hi, it's only Meta apps such as instagram, Facebook and WhatsApp, nothing else. I have checked the parental controls. They arent set for mine and my husbands phones so can't work it out.

Re: Facebook and Instagram not loading on Smart 4g Hub

Peter_W — Sat, 29 Mar 2025 11:17:44 GMT

Thanks @MissMossy, if it's a Smart 4G Hub then you should be able to set this at an account level rather than per device.

Did you check the instructions in the article I shared above? 😊

If your mobiles are on the same account, are these able to connect to Meta sites when using mobile data?
Peter

Re: Facebook and Instagram not loading on Smart 4g Hub

MissMossy — Sat, 29 Mar 2025 11:24:47 GMT

Yes they can. I'm not sure which hub we have. We only just joined if that makes a difference

Re: Facebook and Instagram not loading on Smart 4g Hub

Peter_W — Sat, 29 Mar 2025 14:23:26 GMT

@MissMossy Having recently joined shouldn't make a difference here, but I'm not aware of any issues with Meta sites specifically.

If you give our technical support team a call, they can check over a few details on how things are configured at our end, and if needs be get this investigated further, too.

Peter

Re: Facebook and Instagram not loading on Smart 4g Hub

MissMossy — Sun, 30 Mar 2025 11:39:55 GMT

I did try that and an engineer came out but he was stumped. He's sending a
new router but not sure that's the answer!

Re: Facebook and Instagram not loading on Smart 4g Hub

Peter_W — Sun, 30 Mar 2025 11:46:39 GMT

Thanks for the update here @MissMossy.

Fingers crossed this should get things sorted out, but please keep us posted on how things go 😊

Peter

Re: Facebook and Instagram not loading on Smart 4g Hub

Jcj25 — Sat, 20 Sep 2025 08:30:59 GMT

I have the same problem and it's really getting to me. I'm a fairly new EE customer and very unhappy with them! I was told it was parental controls. So I removed the controls fully from my devices but it still does the same. I called yesterday to be told it was the tplink booster I had to buy as signal is also weak in my house! GRRRR I was told by them to buy one. It's not the booster, no one at EE knows what they are doing, pot luck customer service. Everyone in our house has to turn internet off the phones to access Facebook or Instagram

Re: Facebook and Instagram not loading on Smart 4g Hub

Alex_H — Sat, 20 Sep 2025 14:57:13 GMT

Hi @Jcj25,

Welcome to the EE Community

Just to clarify, do you have a 4G Smart hub like the OP or is it fixed line broadband you have with us? Have you restarted the hub itself since you made changes to the parental controls?

Have you tried accessing other sites such as gambling ones that would be restricted by a parental control setting, to see if the parental control is still in place or whether something else may be causing the issues connecting to those two apps/sites?

Alex

Re: Facebook and Instagram not loading on Smart 4g Hub

MissMossy — Sun, 21 Sep 2025 13:42:33 GMT

I have found out the issue. I thankfully managed to speak to someone who
worked it out. Basically under parent controls, the slider has to be by
light. If its on moderate, it blocks social media. Something so simple!!

Re: Facebook and Instagram not loading on Smart 4g Hub

Jcj25 — Sun, 21 Sep 2025 14:35:53 GMT

Hi Alex, I have the black rectangle hub, presume it's the newer one as only been a customer since July. I did restart the hub since changing it yes, and also can use sites such as national lottery app it's purely Instagram and Facebook that's the big issue, as I say I have turned restrictions off for me and the same problem

Re: Facebook and Instagram not loading on Smart 4g Hub

Christopher_G — Mon, 22 Sep 2025 07:26:05 GMT

OK, thanks @Jcj25

I think the best thing to do here is speak with our Customer Support team, so they can check everything from our side. Hopefully, they can help get this fixed for you.

Chris

Re: Facebook and Instagram not loading on Smart 4g Hub

JimM11 — Mon, 22 Sep 2025 07:34:25 GMT

@Jcj25 Since you appear to be unsure what you have, here is the link to the landline BB Routers that EE are doing.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Facebook and Instagram not loading on Smart 4g Hub

Jcj25 — Mon, 22 Sep 2025 10:59:03 GMT

It's a smart hub plus

Re: Facebook and Instagram not loading on Smart 4g Hub

Jcj25 — Mon, 22 Sep 2025 11:00:13 GMT

No they couldn't, just blamed the booster for draining the WiFi they said. Even to an untechnical person like myself I can see that is just nonsense