topic Re: No parental controls on Smart Router and EE Home app? in Broadband & Landline

No parental controls on Smart Router and EE Home app?

scruff815 — Wed, 04 Sep 2024 11:31:57 GMT

Hi,

I moved over to EE Full Fibre in April of this year and have a Smart Router:

With kiddo getting older I want to start utilising parental controls, but logging into the router just tells me to download the app, which has no parental controls in it other than being able to disconnect devices from the WiFi. A look around here suggests that I'm on legacy hardware / broadband plan, despite not being five months in yet.

Is there seriously no way to access parental controls? Seems like a massive oversight which could be easily fixed with an app update?

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Wed, 04 Sep 2024 12:25:54 GMT

It's called Access Controls on the EE Smart Router & it allows you to specify what times particular devices can or cannot access the Net.

You sure you are using the EE Home app & not the EE app?

Do you know the name of your EE BB plan as stated in your EE a/c for BB?

Re: No parental controls on Smart Router and EE Home app?

scruff815 — Wed, 04 Sep 2024 12:33:37 GMT

I'm on "Full Fibre Max 500 without landline" and yes it's the EE Home app.

I don't want to restrict access to the entire internet, just certain sites / topics.

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Wed, 04 Sep 2024 12:51:17 GMT

You can only restrict times, not sites, with the Access Controls on that router.

Have a look at OpenDNS Family Shield . It only needs the DNS changing on your router & does not require you to install s/ware on your kid's devices.

Re: No parental controls on Smart Router and EE Home app?

JasonBBG — Fri, 06 Sep 2024 20:21:22 GMT

I got excited for a second because I thought you might have a solution for me. Unfortunately EE kiboshed that too 🙁

If I connect to the router's Hub Manager via IP/browser and navigate to the Broadband section, the DNS servers are listed, but there is no way to edit them; its just an inactive page.

So I downloaded the EE Home app, navigated to Wifi Controls, and tried to connect to the router that way: "It wasn't possible to connect to the network. Please try again". Restarting the router, reinstalling the app, nothing resolves the issue.

This really is an unbelievable situation, that EE abandon customers and their families with unfiltered internet access with zero compunction.

Re: No parental controls on Smart Router and EE Home app?

Chris_B — Fri, 06 Sep 2024 20:38:31 GMT

@JasonBBG Do you have the router shown in the first post or do you have an all black router with the EE logo in the middle of it ? If it’s the all black router you use the EE app to control the router not the EE home app as that’s for the smart router not the smart hub plus.

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Fri, 06 Sep 2024 20:47:41 GMT

@JasonBBG : The DNS settings are on the Advanced Settings > IPv4 Config page. Change Auto: to NO.

Re: No parental controls on Smart Router and EE Home app?

Chris_B — Fri, 06 Sep 2024 20:48:42 GMT

@XRaySpeX The OP does but does @JasonBBG ? As that’s who my reply was aimed at with the use of @JasonBBG

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Fri, 06 Sep 2024 20:49:46 GMT

@Chris_B : Sorry, got confused by a "me too" poser! Thought he was OP.

Re: No parental controls on Smart Router and EE Home app?

JasonBBG — Fri, 06 Sep 2024 21:06:02 GMT

Thanks @Chris_B and @XRaySpeX . I have an all black router so will have to wait for EE to resolve a separate (non-technical) issue with my contract and I'll use the main EE app 👍

BTW @XRaySpeX there is no Auto option on the IPv4 Config page for me. But maybe you were meaning in the app?

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Fri, 06 Sep 2024 21:18:45 GMT

@JasonBBG : No, I was referring to the white Smart Router, shown in the 1st post, which the OP had but you don't but never pointed out. I'm fully aware that the EE SH+ isn't able to set the DNS & therefore I would never had suggested OpenDNS Family Shield for your situation.

That's the danger of latching on to a previous thread which had nowt to do with your issue & failing to highlight any differences.

Re: No parental controls on Smart Router and EE Home app?

JasonBBG — Fri, 06 Sep 2024 21:37:11 GMT

Apologies for the confusion 🙏

Hopefully this post summarises the options for anyone else coming across this with the same issue.

Thanks for all the replies.

Re: No parental controls on Smart Router and EE Home app?

LabyrinthCos — Tue, 08 Oct 2024 18:35:10 GMT

Exactly my experience, running out of patience but unsure which other provider might be best....

Re: No parental controls on Smart Router and EE Home app?

Chris_B — Tue, 08 Oct 2024 18:50:47 GMT

@LabyrinthCos And no one here’s knows what router you have to offer you any advice. Didn’t you read this whole thread as this thread is about 2 different routers because people don’t actually read and just see “I have a router “ so obviously you’ve got the same problem

The clue is in one of @XRaySpeX comments about latching on to a thread.

Re: No parental controls on Smart Router and EE Home app?

JimM11 — Tue, 08 Oct 2024 18:55:14 GMT

@LabyrinthCos What EE router do you have? What EE app are you using also?

Re: No parental controls on Smart Router and EE Home app?

LabyrinthCos — Tue, 08 Oct 2024 21:00:47 GMT

I have the Smart Hub and am using the EE app

We transferred from BT and have been told by EE support that there's a problem moving accounts.

I get an update every few weeks telling me that there's no....er....update nor progress.

I've been through all the basic stuff with customer services a few times. Factory resets, uninstalling and updating the app but no joy.

Any advice appreciated . Thanks

Re: No parental controls on Smart Router and EE Home app?

JimM11 — Tue, 08 Oct 2024 21:42:32 GMT

@LabyrinthCos So if you are using the white smart hub, then you should be using the EE home app.

Re: No parental controls on Smart Router and EE Home app?

XRaySpeX — Tue, 08 Oct 2024 22:19:10 GMT

@JimM11 : The EE Home app is only for the white Smart Router, not for any Smart Hub. So would you care to rephrase your statement?

@LabyrinthCos : Which Smart Hub have you? There's a choice of Smart Hub alone, Smart Hub Plus (both black) or the white Smart Hub Pro. Read its label or post a pix.

Re: No parental controls on Smart Router and EE Home app?

LabyrinthCos — Sat, 02 Nov 2024 15:18:39 GMT

Sorry been out of the loop.....I have the Smart Hub plus.

Thanks

Re: No parental controls on Smart Router and EE Home app?

JimM11 — Sat, 02 Nov 2024 15:51:13 GMT

@LabyrinthCos Is there no other changes to your original posting, ie still in the same situation but we now know your correct router? And just had a quick look at all your replies!

1st

17-06-2024 09:34 PM

After months we can now access the app WiFi controls and see what devices are on the system BUT ridiculouslycan't set up a group nor can I actually switch anyone's wifi access off or set up a schedule!! It's agony and going to mean more calls to support.

I think I have lost 24 hours of my life on the phone to EE