topic BT Smart Hub2 unable to set WiFi Parental Controls? in Broadband & Landline

BT Smart Hub2 unable to set WiFi Parental Controls?

MrRoly — Tue, 06 Aug 2024 17:27:24 GMT

Please could someone explain why I cannot set parental controls on a BT Smart Hub 2 with the EE app. Running latest app and have reset hub.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Wed, 07 Aug 2024 04:34:35 GMT

@MrRolyWhat if anything are you able to do with the app, can you create a group, and assign devices to the group. When group is selected is this where it fails when you try to suspend activity. There have been some reported issues with the EE app trying to control the BT router, but not seen your complaint as yet, latest version for android is at 5.42.1 and not a ios user.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

MrRoly — Wed, 07 Aug 2024 12:35:15 GMT

Hi JiM11, am using IOS latest version. App does not let do anything with parental controls. Can see connected devices on LAN and on both 2.5 & 5 M and run speed tests but not a lot else. I am appalled by the lack of interest and action from EE who I have been with many years. The BT app worked seamlessly so why have EE not just re- branded the BT app. This leaves severe issues in controlling children’s access and is direct conflict with OFCOM’s guidelines. EE are also leaving themselves open to criticism and possible legal challenges from people who misguidedly think there internet is child safe.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Wed, 07 Aug 2024 13:04:25 GMT

@MrRoly Thanks for getting back and keeping the forum updated, as i never used the BT version was sky before moving and did try to go to BT but not allowed so EE was the way at BT request, many BT customers are now getting moved to EE some with equipment upgrades and having issues off (various kinds) and some that are not or (never notice) and not sure which/what category that applies to you brief opening statement.

I would say that my system looks like it is fully functional, although i do not have kids {empty nest now} and do not need to use the feature, but i have used the app (not a fan off) and setup groups etc, and do see the switch to pause the internet, so that was why i worded the way i did, there are EE customer support people who work/check the forum, so you may get PM'd.

The more precise the detail then possible easier the fix may be, if you need me to test anything for you willing to help but it is so you know Android user and EE Smarthub+ so not really apples - apples type situation.👍

Edit: Question that i do not know the answer too, was it the (my BT) app from BT that you used on the BT smarthub2 to set/control the parental controls (as i have never used), google site is as much use as a chocolate fireguard with descriptions for any app...

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

MrRoly — Wed, 07 Aug 2024 17:02:00 GMT

Chris ********

[Mod edit: Please do not share personal details such as your full name, as your posts are visible to the public. Thanks!]

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

MrRoly — Wed, 07 Aug 2024 14:53:11 GMT

Would somebody from EE support like to help please?

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 16:14:40 GMT

I could be wrong but It doesn’t look like EE Support engage with this Forum ?

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

XRaySpeX — Wed, 07 Aug 2024 16:40:40 GMT

@Typhoochimp : There are a few of the EE Community Support Team here who specialise in EE New BB & may intervene personally.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 16:49:57 GMT

Thank you. I’m hoping to get a Call back tomorrow or the day after but I’m obviously not the only one who has moved from what seem a perfectly satisfactory BT arrangement where I could control Access to Apps and Wifi via the BT App and now I’m struggling to pair the EE App with the BT Hub 2, much less controls access to Apps or Wifi access to Devices.

Was I (like others on here?) miss sold a product that’s not fit for purpose in terms of controlling family safety.

Nothings changed apart from a rebranded Provider. The Hub is the same. The Devices are the same and The App has yet to be seen to work.

I am NOT the only one and this is NOT acceptable

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 21:08:15 GMT

I can’t even get my EE App to pare with the BT Home Hub 2

What on Earth is happening.

BT Home Hub 2 and BT App Parental Controls Work.

BT Home Hub 2 and EE App don’t pare and Parental Controls appear to be a Pipe Dream.
The worst possible outcome of moving to EE.

Who cares - I DO

Do EE even understand, never mind care.

If after all of the marketing I bought a Tesla Car only to find that it only turns right, it’s not full electric and it only had three wheels I’d be miffed.

I was sold a product. I want what I ordered.
I don’t care what the speed is to the house I want and need Parental Control of Wi-Fi and Apps like I had at BT.

Simples

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 21:25:13 GMT

JimM11

Having signed up to EE from BT I can’t now apparently control WiFi and Apps via the BT Account as before - because I haven’t got one (BT Account).

BUT I can’t get the EE App to pare with the BT Hub 2 much less control anything to do with EE Broadband OR Wifi.

I am becoming less well by the day given my other domestic responsibilities. This is NOT how it should be.

The BT Engineer sent ‘to prove the speed’ to house and confirm “it’s a bandwidth issue” was, is and remains mistaken, misguided and obfuscation.

The Engineer was unaware of the BT App and unfamiliar with the EE App (these were “not within his remit or field of expertise”).
EE may as well have sent an Ice Cream Salesman or a Chimney Sweep to achieve the same outcome. ‘Unimpressed’ doesn’t cover it. I’m more ‘unsettled’ by each day that passes!

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 21:34:46 GMT

Mr Roly,

You’ve got it in one.

We don’t need Snake Oil Salesmen we need IT professionals to be open, honest and sort it out.

This is NOT the Post Office Horizon System.

Stop siting on the Fence (or in the back Office) and staying silent to defend the indefensible.

EE will be quick to charge for a seemingly poorly delivered and defective product.

It needs to be put right -

Parental Control was advertised and should be part of the System for ALL EE customers not just the lucky ones . It’s an important and inherent feature.

Where is it?

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Wed, 07 Aug 2024 21:41:41 GMT

Thank you.

I’d love to give you a ‘thumbs up’ but at the moment it’s stuck up where the Sun don’t shine as I await a call back from EE. It feels like ‘they’ need to extract digits in like fashion IF this apparently shared problem is going to be solved.

Best Regards

A New, Unhappy and Very Disillusioned EE Customer.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Thu, 08 Aug 2024 07:00:35 GMT

JimM11

Thank you for pointing up the Post re

…….,browsers like Edge or Chrome having a new experimental feature called TLS 1.3 hybridized Kyber….’

Somedays I have trouble finding my glasses.
does this problem impede the BT Hub 2 when working on the Old BT Account with the BT App?

Why has the ‘problem’ manifested itself as I moved to EE (still using the BT Hub 2) and trying to use the EE App.

AND

Having used the same Hub 2 on BT with the BT App to manage WiFi and Apps successfully for over a year why am I suffering this nonsense.at the point of changeover to EE?

i was able to set Wi-Fi controls by the day and change them easily to control devices or Groups of Devices.

I could Allow Apps or Block Apps - Which I did daily.

Roblox was a particular source of concern and while it was allowed under controls - at the point of transfer to EE it has remained ‘blocked’ on my teenagers computer!
Despite the fact that the Hub has been factory reset more than once Roblox appears to be still blocked with no way. back to unblock it. The BT Account is no longer active. The EE App is not pared with and therefore can’t access control or control WiFi OR Apps.

Why Oh Why is this long running situation allowed to continue? Why do we need workarounds? Why am I in my mid 70s being asked to do the job of BT/EE?

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Thu, 08 Aug 2024 07:18:06 GMT

@Typhoochimp Just a customer like yourself and trying to help as best we can, have absolutely no idea what EE and BT are doing apart from what we see on the forum regards some getting new router some not and as to why BT/EE decide this? The EE app i am 100% not a fan off, router's should be controlled by a web interface, and the app changes version so much but as i say no idea, would assume that they are trying to fix all the problems, have no experience of the BT smarthub2 apart from my own belief that it is a damn good router, don't use any of the app controls but i do think that mine are working using the EE Smarthub+. If the post's are attracting the attn of the EE Customers support then hopefully someone will reach out and try to connect. HTH

Edit: I will go have a look see on the BT forum with respect to Parental controls and BT - EE moving of customers, seems that not all are for/against the move as previous looks have been why are you posting here when you are an EE customer, that i do not get apart from obvious easier to help equipment wise with experience so that may be it.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Thu, 08 Aug 2024 07:25:21 GMT

JimM11
Thank you.
Like the rings on a Tree these threads show the age and amount of failures, dissatisfaction and concern with the long and ongoing issues.

Perhaps more concerned about sales and profit rather than finding a solution It would assist to focus their corporate minds IF the ‘Story’ was to find itself in the Public Domain via Broadband/Computer and Consumer Mags, ‘Which’ and Martin Lewis Money Saving Expert. I will give it a few days but I will not allow the Contract Term to run in Breach ad infinitum

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Thu, 08 Aug 2024 07:25:54 GMT

@Typhoochimp The biggest question has to be why does the new EE app not work/control the BT Smarthub2 when you are being told that the router is good enough, and we want you to have the whole EE experience, and also there is a lot more going on trying to get the ne EE Smarthub+ to work 100% with no issues, but it is getting there SLOWLY.🤔

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Thu, 08 Aug 2024 07:33:03 GMT

@Typhoochimp Know it's hard, BT - EE have millions of customers but there is not that amount of complaints, do feel you pain and exasperation, lack of response is very frustrating, but it is very hard for someone to say, make a promise when they have zero control when relying on the third parties involved.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

Typhoochimp — Thu, 08 Aug 2024 07:41:20 GMT

I imagine that might be a way (notwithstanding that the BTHub 2 was working (and controllable by BT App) and in some quarters it has fewer critics than the EE SmartHub+.

God forbid I will have re connect all of the individual devices on WiFi again IF that’s the route we go down.

Oh Deep Joy.

Re: BT Smart Hub2 unable to set WiFi Parental Controls?

JimM11 — Thu, 08 Aug 2024 08:05:16 GMT

@Typhoochimp The new EE router on setup has a smart way of connecting, and makes it take all of the old parameters from the previous router, ssid/password etc, so can quickly change over, and some have complained, what it does that and now it does not match the card on back of the router, its a no win situation...

Just incase you do not or not seen yet link to EE help does mention the BT Smarthub2.

Using Parental Controls on EE | Broadband Help | EE