topic Re: Cannot change parental controls in EE app and website

Cannot change parental controls

olliechapman5 — Wed, 19 Feb 2025 22:27:46 GMT

Hello, im looking for assistance as my account seems to be stuck on the 'moderate' 13+ setting.

I usually wouldnt' and do not care as it doesnt restrict anything I really care about but I am trying to enable an extension for safari on my phone however it is grayed out and cannot be toggled. I have tried everything and I believe it could be to do with the parental controls on my account.

My dad, the account holder, has tried to switch it to 18+ but every time he does, it says to turn airplane mode on and off on my device but it does not work. Then everytime my dad restarts the app it goes back to 13+

I tried to get on a live chat but I believe because of my 'parental controls' I cannot do this.

Im looking for answers on how I can both turn off the parental controls and also if anyone knows if this is why I cannot enable safari extensions / how I can fix the safari extension glitch.

Thank you

Re: Cannot change parental controls

Katie_B — Thu, 20 Feb 2025 08:19:42 GMT

Hi @olliechapman5.

Welcome to the community.

Has your Dad tried to do this via EE online rather than the app?

If this continues I'd recommend asking the account holder to give us a ring.

Our customer care team can manually change this and also report an issue with the account if your Dad is unable to control this via the app.

Katie

Re: Cannot change parental controls

olliechapman5 — Thu, 20 Feb 2025 09:11:43 GMT

How do you do it online?

We cannot find an option.

Re: Cannot change parental controls

Katie_B — Thu, 20 Feb 2025 09:20:43 GMT

Hi @olliechapman5.

Just to confirm is this for an EE or BT Mobile?

Katie