topic Re: Re: Safe Search won"t turn on in Broadband & Landline

Re: Safe Search won"t turn on

GFSR — Wed, 10 Sep 2025 17:49:27 GMT

I have the same problem. I spoke to three people and am still unable to enter Safe search / parental controls. V frustrating. Please will someone from EE provide an answer. Thank you

Re: Re: Safe Search won"t turn on

Michael_D — Thu, 11 Sep 2025 09:00:15 GMT

Hi @GFSR

Welcome to the community.

I know how important it is to be able to manage the parental controls in the EE app.

Have you tried to set up a group with any of the devices that you want to manage to see if you can change the settings for that group?

When you have spoken with our tech guides, have they raised a ticket to get this looked at further?

Michael

Re: Re: Safe Search won"t turn on

GFSR — Thu, 11 Sep 2025 18:39:49 GMT

Hi Michael,

On your first question: no, I have not managed to set up a group. I am not given that option. After I go to Manage —> Broadband there’s a message under Safe Search saying that it is not possible to set up right now.

There's then a list of devices, but no option to set up a group.

On your second question: no ticket was raised by Keane who served me last, as we thought we had resolved the issue through resetting the hub and app, but it was taking long so we stopped the conversation assuming the reset would complete. But it did not.

This is so frustrating: surely it should be a simple task to set up such a basic requirement.

Best wishes

Re: Re: Safe Search won"t turn on

JimM11 — Thu, 11 Sep 2025 19:51:31 GMT

@GFSR Why would you think that it is such a simple task! Have a look at link Safe search failed way back in Feb!

EE app release (Android) EE: Game, Home, Work & Learn - The EE Community

Re: Re: Safe Search won"t turn on

Michael_D — Fri, 12 Sep 2025 07:35:33 GMT

Thanks for the extra info @GFSR.

The option for creating a group would be a little further down the page when you have gone into Manage > Broadband, not in the Safe Search section.

If that doesn't help, or you cannot see that option, the best option would be to speak to our tech guides again so they can look at it further and open a ticket if needed.

I appreciate your frustration but while it may appear to be something simple, it will require further investigation from our team.

Michael