topic Re: Parental Controls in Broadband & Landline

Parental Controls

MissMossy — Wed, 12 Mar 2025 22:00:05 GMT

I have recently moved to EE and have set up my parental controls but they don't seem to pause when they should. Any ideas?

Re: Parental Controls

Christopher_G — Thu, 13 Mar 2025 09:02:24 GMT

Hi @MissMossy

Welcome to the community.

Which router are you using? Are you following the instructions on this Using Parental Controls on EE help page?

Chris

Re: Parental Controls

MissMossy — Thu, 13 Mar 2025 09:05:18 GMT

Yes and they are all set up but aren't workong.

I block the Internet on their devices at 8.30pm and at 9pm they were still
using them.

Thanks

Re: Parental Controls

Christopher_G — Thu, 13 Mar 2025 13:29:09 GMT

OK, thanks @MissMossy

Are the devices that they were using after 8:30pm listed in the group that you were scheduling?

Chris

Re: Parental Controls

MissMossy — Thu, 13 Mar 2025 13:32:18 GMT

Yes they were/are.

Thanks

Re: Parental Controls

Matt_124 — Thu, 13 Mar 2025 13:33:38 GMT

Probably a silly question, but you're sure they don't have access to another WiFi Network or Mobile Data that they are using instead?

Re: Parental Controls

MissMossy — Thu, 13 Mar 2025 13:36:18 GMT

No definitely not.

Re: Parental Controls

Christopher_G — Thu, 13 Mar 2025 15:08:22 GMT

Could you try logging out of the app, then logging back in again to re-setup the schedule please, @MissMossy?

Also, restarting the router may help fix this.

Chris

Re: Parental Controls

MissMossy — Thu, 13 Mar 2025 17:06:18 GMT

The app is really temperamental and my groups don't show and it keeps
asking me to refresh. I'm assuming this is why it's not working.

Re: Parental Controls

Alex_H — Thu, 13 Mar 2025 18:18:08 GMT

@MissMossy If the group you have scheduled has disappeared when you login to the app, that could potentially explain why it is no longer restricted for the time you have set.

Have you tried removing the schedule and group and setting them back up to see if they do get restricted as expected?

Alex

Re: Parental Controls

MissMossy — Fri, 14 Mar 2025 06:00:06 GMT

I deleted the app and reinstalled but still get the message we can't show your groups right now, refresh or come back later when we've fixed things. I can manually pause the groups but the schedule doesn't seem to work. I don't want to have to pause it manually..... anyone else have these issues?

Re: Parental Controls

Leanne_T — Fri, 14 Mar 2025 10:31:15 GMT

Hi @MissMossy

Thanks for trying this for us.

If the app is still behaving the same after deleting and re-installing, please get in touch with our broadband tech guides. They can get this investigated for you to see what could be the reason you're getting an error message.

Leanne.