topic Re: Parental Controls Not Working in Broadband & Landline

Parental Controls Not Working

Almamay5 — Wed, 17 Sep 2025 20:48:28 GMT

I have spent hours trying to get the parental controls to work on the app.

First of all, it is infuriating being directed to an app that doesn't work. Do I need to delete the app and reinstall it every single time I want it to work? Seems like it.

I have added a website I want blocked three times. Now appears as a URL on my list of blocked website but when I try and see if it is blocked on my laptop I get straight in.

Same with parental controls. I have turned them on but when I test it to see if I can access the type of websites I have blocked they work just fine.

How can I trust a service that doesn't work. Any other parents of teenagers annoyed about this?

Re: Parental Controls Not Working

Rach_H — Thu, 18 Sep 2025 10:06:21 GMT

Hi @Almamay5,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your Parental Controls, as this isn't what we want to see. I'd recommend reaching out to our team, and they will be able to look into why these aren't working as expected.

Rach

Re: Parental Controls Not Working

Almamay5 — Thu, 18 Sep 2025 14:09:49 GMT

Thank you for directing me to your team. I have already contacted them about this two times in the past week and spoken on the chat function extensively. Solutions were not found. This is why I am posting here.

I managed to get the parental controls to work for a brief period and now they are back to no controls. Anyone else had this?

What is the solution??

Re: Parental Controls Not Working

Rach_H — Thu, 18 Sep 2025 15:04:23 GMT

Have the team advised you of the next steps for getting this resolved @Almamay5?

Rach

Re: Parental Controls Not Working

Almamay5 — Thu, 18 Sep 2025 15:07:32 GMT

Yes. And it didn't work. I'm back to where I started.

Re: Parental Controls Not Working

Rach_H — Thu, 18 Sep 2025 15:24:21 GMT

Did they mention what else they would be able to do given what they've already tried hasn't worked @Almamay5?

Rach

Re: Parental Controls Not Working

Almamay5 — Sat, 20 Sep 2025 14:11:11 GMT

No. I will try again to contact them for help and report back.

Re: Parental Controls Not Working

Almamay5 — Sat, 20 Sep 2025 17:15:45 GMT

I tried again today. Dialed 150 and after some time I spoke to someone.

They did a factory reset on the hub and told me to delete and download the app (again! 3rd time I've done this). By deleting the app and reinstalling I loose the names of the devices on the hub. The person on the phone instructs me to set up a group that I want to set time limits to. I said I can't do that whilst on the phone with her and she says she will send a text with a link to set up a time for someone to call me. The call ended 40 minutes ago and still no text with link.

The parental controls are on so I tested them. I can access the blocked websites with my laptop and can access them.

The answer to this cannot be continually asking a customer to restart their hub and delete and download the app! This needs to be sorted out.

Re: Parental Controls Not Working

Almamay5 — Sat, 20 Sep 2025 22:11:55 GMT

5 hours later after a hub factory reset, deleting the app and reinstalling, still not working!!!!!!!!!!

Still no text with promised link for call back.

Re: Parental Controls Not Working

FAM0422UK — Sun, 21 Sep 2025 05:54:57 GMT

If you have a EE SmartHub Plus or Pro you can set your own DNS for example cloudflare family filter 1.1.1.3 works well.

Re: Parental Controls Not Working

Almamay5 — Sun, 21 Sep 2025 13:11:51 GMT

Thank you @FAM0422UK

This feels beyond my current technical abilities, but I am a quick learner. I seem to only have a Smart Hub. Not the Plus or Pro but I can't be 100% sure. How do I check?

Is there a place I should start to learn about cloudflare family filter?

Re: Parental Controls Not Working

Almamay5 — Sun, 21 Sep 2025 14:48:02 GMT

Just spent an hour on the phone just now trying to sort this out.

Apparently I have a Smart Hub 2 and that is the problem. I was sent this last year despite my discussing the reason I wanted a new hub was to ensure I had the right one for Parental Controls. I am being a Smart Hub 3 (Plus) and it should arrive tomorrow.

BEWARE parents. No amount of deleting your app nor having factory resets will help you if EE has sent you the wrong hub. Check. Save yourself time.

Re: Parental Controls Not Working

XRaySpeX — Sun, 21 Sep 2025 19:03:33 GMT

EE don't have a Smart Hub 2. Is it a BT Smart Hub 2 or an EE Smart Hub (2023) (Model SH20A)? Did you move from BT to EE?

Re: Parental Controls Not Working

Almamay5 — Sat, 27 Sep 2025 20:19:06 GMT

The saga continues...

After actually speaking to a human, I was told that the hub that I have has known issues with the parental controls and the app (see my last post)

I installed the new hub today and it was easy. Things have not gone as planned whilst re-pairing my extender discs (square not round ones). I have plugged disc into hub and it has gone aqua then blue (working) and then turns red. I've tried everything. Unplugging, pressing reset button, going through steps again. Red.

Am I waisting my time with this? Is this a compatibility issue?

Help.

Re: Parental Controls Not Working

Almamay5 — Sun, 28 Sep 2025 00:00:22 GMT

In answer to @XRaySpeX No, I didn't move from BT to EE. EE sent me a BT hub last year. Turns out it was a bad move.

So after several hours of trying to pair a smart wifi extender to my new hub I find out from searching this community that the Smart WiFi (2023) (SW10A) that I have are meant to be for the Smart Hub (2023) (SH20A), my old hub. The Smart WiFi Plus (SW30A) goes with the Smart Hub Plus (SH31B).

I now need EE to send me the right extender for my new hub.

Re: Parental Controls Not Working

Christopher_G — Tue, 30 Sep 2025 15:03:01 GMT

Hi @Almamay5

I know you've already spoken with our Customer Support team a few times, but they're in the best position to be able to help you with this.

I recommend getting back in touch so they can help sort this out.

Chris

Re: Parental Controls Not Working

Almamay5 — Wed, 01 Oct 2025 19:42:19 GMT

Hey @Christopher_G

Can you explain why my complaint was closed after I spoke to Executive Complaints on 28 Sept?

Can you explain why the equipment promises on the call with Executive Complaints on 28 Sept was not delivered. I was promised it would be here today. There are no pending delivers in the Orders -> Broadband Track Orders section of my account.

It looks as if after I spoke to Executive Complaints on 28 Sept the whole thing was closed without being resolved. This would be the SECOND time a complaint has been closed in the last month about the same problem in a week and a half.

Still no Parental Controls that I specifically asked for when I renewed my broadband contract.

What do you suggest I do?

Re: Parental Controls Not Working

Christopher_G — Thu, 02 Oct 2025 10:41:43 GMT

Hi @Almamay5

We don't have access to customer accounts here in the community, so I can't see the reason why the complaint is closed. I'm going to send you a private message to try and get you some help, though.

Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: Parental Controls Not Working

Almamay5 — Thu, 02 Oct 2025 16:15:24 GMT

Nothing works here.

I tried to reply to your message but it wouldn't let me because it said I had html in it. I think it is because I cut and pasted the account number from my email. Anyway. Now because I tried to send it I've "reached your limit" of the number of messages I can send today. So I can possibly try tomorrow.

Re: Parental Controls Not Working

XRaySpeX — Thu, 02 Oct 2025 16:54:35 GMT

Ignore the HTML error and click Post again.