topic Re: Parental control loss during updates in EE app and website

Parental control loss during updates

Redders4 — Tue, 10 Mar 2026 23:25:15 GMT

I find the constant updates difficult as I I can't control my daughters internet access at these times. This is not really acceptable.

Re: Parental control loss during updates

Rae0702 — Tue, 10 Mar 2026 23:30:34 GMT

Completely agree, I have been having similar issues.

Re: Parental control loss during updates

Jw140 — Tue, 10 Mar 2026 23:38:48 GMT

Very frustrating and is very unreliable when the tools that we have to control our children’s usage keeps getting dis disrupted by supplier

Re: Parental control loss during updates

Katie_B — Wed, 11 Mar 2026 14:51:50 GMT

Hi @Redders4.

Thanks for coming here.

Do you see any error messages?

Our app usually goes down for maintenance late at night when there is a low usage from customers.

I am sorry to hear that this has affected you being able to use controls last night.

Katie

Re: Parental control loss during updates

Redders4 — Mon, 16 Mar 2026 23:22:46 GMT

Night time is when I need to control the use more . She knows that the app is affected. Unfortunately my daughter will do anything to get online which is why we wanted to always be in control. I don’t think I’m the only parent whose child is extremely determined to get onto tech and it is a problem for us.

I understand maintenance is required but this is very regular. I don’t have any other apps do this so often. It has happened again tonight.

Re: Parental control loss during updates

Smudge253 — Tue, 17 Mar 2026 00:00:38 GMT

I totally agree, every time I go to amend the schedule to give an extra half an hour the app is down. Trying to explain that to a child who is Neurodiverse is challenging. It seems to be every other night as well

Re: Parental control loss during updates

Puggy23 — Tue, 17 Mar 2026 02:35:20 GMT

I absolutely agree, having 2 sons myself I find it extremely inconvenient when, very often I can not block there internet. Evening is actually the worse possible time to not have access to the app.

Re: Parental control loss during updates

Smudge253 — Wed, 18 Mar 2026 10:03:53 GMT

I totally agree. I switched to EE so that I could control the Internet usage on my child’s devices.

They know when the cut-off time is and will even sneak downstairs when everyone is in bed asleep. to prevent this from happening. I can pause the Wi-Fi throughout the whole Home, but this is not ideal as it means I have no access myself.

When the app is down it takes that control away from me. I appreciate that maintenance updates need to be done but it seems to be a regular occurrence not just once in a while.

Again, I accept that there will be times that this happens, but it’s too frequent.

Re: Parental control loss during updates

Leanne_T — Wed, 18 Mar 2026 11:51:39 GMT

Hi @Smudge253

We appreciate the feedback and apologise for any inconvenience caused during maintenance for the EE app and online accounts. This is needed for updates and improve performance.

Leanne.