topic Re: No parental controls or web protect on new smart hub in Broadband & Landline

No parental controls or web protect on new smart hub

Ss73up — Mon, 19 Feb 2024 12:00:29 GMT

New EE smart hub installed but many features are not working. I changed to EE specifically for the parental control capability, but it is not working. Technical team have tried and failed to get this working. I can't assign groups, can't set schedules, the EE help doesn't follow what I am getting. It says Manage Web protect by using the EE app. But the app shows the message "unable to show you right now". Likewise can't pause WiFi. Can't refresh Groups. I've reset the router countless times and reloaded the app on different phones and different platforms and they all refuse to allow me to change any settings. Anyone have any ideas?

Re: No parental controls or web protect on new smart hub

asteaman — Tue, 20 Feb 2024 08:25:46 GMT

I have had similar issues with wifi controls since November 2023 and now EE cyber security not working.My Issues have been passed onto executive complaints,whom admitted they have issues with wifi control and EE cyber security.However were unable to provide a date when these programming issues will be fixed.They did state beta testing was on going and once they were happy an update will be rolled out.???

Re: No parental controls or web protect on new smart hub

Leon380 — Tue, 20 Feb 2024 13:10:09 GMT

I’m really surprised with how long this is taking to fix. People are paying for a service that was advertised and not yet delivered. 3 months and counting.

Re: No parental controls or web protect on new smart hub

EEScott — Tue, 20 Feb 2024 15:50:30 GMT

I'm having the exact same issues with the EE App.

Can't create groups
Can't set a schedule because I can't create groups
WebProtect can't list my threats right now and won't refresh

The online help chatbot is pretty much useless and the call centre help don't appear to be able to do anything about it. One of the big reasons we switched was to take advantage of the parental controls. I'll be expecting some money back.

Re: No parental controls or web protect on new smart hub

asteaman — Tue, 20 Feb 2024 16:46:57 GMT

I asked the executive complaints representative for a reduction concerning my broadband issues until the issue are resolved,this was refused.With a week excuse provided as to why this could not be done.

I mentioned that his company are failing to provide the service as contractually agreed when I took out the broadband. I also mentioned what rights I have under the consumers right act 2015.He was not a bit interested,stating the company will provide a good will guesture once the issues raised have been resolved.Are they in breach of advertising regulations,anyone any ideas.

Re: No parental controls or web protect on new smart hub

Dhetr1 — Fri, 23 Feb 2024 21:14:12 GMT

They are definitely in breach of Adverting Standards. You can complain to the ASA here

https://www.asa.org.uk/make-a-complaint/guide-to-making-a-complaint.html

I have had all the same issues. Plus the Smart Hub Plus drops WiFi after 5 mins. Luckily I’m still in my 14 day cooling off period so I have asked to return to BT from where I came.

How they can have a product in market without working parental controls in this day and age beggars belief.

Re: No parental controls or web protect on new smart hub

Paulago28 — Fri, 23 Feb 2024 23:14:17 GMT

I'm having exactly the same issues.

Re: No parental controls or web protect on new smart hub

Ss73up — Thu, 07 Mar 2024 10:08:17 GMT

Does anyone have the parental controls functionality in operation? If they do, is this only working in legacy hardware? or in specific Android handsets, or maybe only specific versions? I've been told that this should work once the EE App is updated. 02 Feb 2024 App at revision 5.30.1 did not work for me. App revision 04 Mar 2024 at revision 5.32.0 did not allow any further functionality at all. IN FACT what the "whats new" entry identifies NO ADDITIONAL Technical FUNCTIONALITY, only an entry saying " Discounted Pizza ? Yes Please! just head over to ....." WHAT !! One has to wonder as to the professionalism of the EE Team, if all they can address at a MAJOR update, is to add a silly message about food. Sorry guys. Try standing up in court to reply to OFCOM and customer anger regarding not providing promised features and state " We added a Pizza feature to the APP." How dare they!

Re: No parental controls or web protect on new smart hub

Ss73up — Thu, 07 Mar 2024 10:22:19 GMT

Re: No parental controls or web protect on new smart hub

Xaqster — Wed, 08 May 2024 17:30:40 GMT

I am also having the same issue.

Was there a resolution to this, or is everyone still waiting for a fix?

Thanks.

Re: No parental controls or web protect on new smart hub

Cu1ly — Mon, 20 May 2024 10:06:13 GMT

I rang on the 17/5/24 as unable to block any websites and no parental blocking. They sent me a link to Norton Premier which is free for a year then you have to pay. Also if you already have Norton you can't install it. So they definitely haven't don't anything to fix it. Never mind landing a plane like it states on the advert, what a joke that is.

Re: No parental controls or web protect on new smart hub

dellybeanhead — Sun, 16 Feb 2025 18:46:19 GMT

on another thread this is reported as being a firmware problem on the hub.

see https://community.ee.co.uk/t5/Broadband-Landline/Information-Smart-Hub-Parental-Controls-not-working-properly/m-p/1507198/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufE03NFU0TEJSUkZMSTJEfDE1MDcxOTh8U1VCU0NSSVBUSU9OU3xoSw#M114505