topic Re: Parental controls on EE app doesn't work as I was locked out of TV in Broadband & Landline

Parental controls on EE app doesn't work as I was locked out of TV

jlester24 — Wed, 19 Nov 2025 10:48:44 GMT

I selected the EE smart hub as a way to control viewing for my child. However the app managed to lock itself and we weren't able to access the TV. When I reported this, EE sent a new smart hub and an engineer came to investigate. He told me that the app is not good and it would be better to enter the smart hub as an administrator to set controls. My tech skills are limited and not inclined to pursue

Re: Parental controls on EE app doesn't work as I was locked out of TV

XRaySpeX — Wed, 19 Nov 2025 11:30:55 GMT

@jlester24 : His advice is flawed. He probably doesn't know this hub. You can't set parental controls from the router itself. EE have left it all down to their app.

Re: Parental controls on EE app doesn't work as I was locked out of TV

Peter_W — Wed, 19 Nov 2025 14:08:12 GMT

Good afternoon @jlester24

Welcome to the EE Community!

As @XRaySpeX has mentioned here, parental controls for general browsing are exclusively handled through the EE App.

Whilst some providers do offer this via the Hub's admin pages as the engineer suggested, this isn't an option we offer.

If you're permanently locked out at the moment it's worth giving this a total reinstall, and make sure that your device is fully up to date too.

Of neither of these make an improvement, I'd recommend reaching out to our team, and we can investigate further from there.

Peter

Re: Parental controls on EE app doesn't work as I was locked out of TV

jlester24 — Wed, 19 Nov 2025 15:06:45 GMT

Peter,

The matter has been resolved

However the parental controls were the reason I signed up to the service. Without using the app to control wifi access then the purpose has gone and I feel as if I signed up in vain

Jonathan