topic Re: Broadband in Broadband & Landline

Broadband

Monk77 — Wed, 21 Aug 2024 13:23:38 GMT

We've been upgraded to a Smarthub plus from BT but are having lots of issues.

Numerous websites won't open on our devices- for instance BBC iPlayer and Google.co.uk - but others including Google.com do open and work normally.

If we turn broadband off and just use our sim card on our phone, these websites do open up on the same device they won't open when connected to the smartHub

Same for our SmartTVs, linked to broadband, says connected but Netflix, prime video BBC News app, iPlayer won't work. However, NOW TV along with internet channels i.e Sky sports work.

Called up and they've had us hard reset the modem etc, but nothing has helped at all. We have no idea what to do or how to fix this.

I have had an Openreach engineer out to the house today and as confirmed there is no line problem.

I feels like there a restriction on such pages through the router, like parental control lock

Thank you!

Re: Broadband

JimM11 — Wed, 21 Aug 2024 16:18:32 GMT

@Monk77 Only thing i can think off is, Advanced Web Protect, and safe search, you will have to look at those settings via the EE app, if ON then switch them off.

Re: Broadband

Monk77 — Wed, 21 Aug 2024 20:59:27 GMT

Hi Jim

I can't find the advanced web protect......

Re: Broadband

JimM11 — Wed, 21 Aug 2024 21:03:38 GMT

@Monk77 EE app, select manage, select broadband square, scroll up and just below picture of the router you will see both selections.

Re: Broadband

Monk77 — Wed, 21 Aug 2024 21:16:43 GMT

When I do this, it shows order pending, so unfortunately I can't access it. I've requested a new smart hub router to replace this current one, in the hope this may help solve the problem. Technically.........

Re: Broadband

Leanne_T — Thu, 22 Aug 2024 13:17:43 GMT

Hi @Monk77

Thanks for coming to the community.

If you are unable to access this setting in the EE app, please try calling us again to make sure everything is set up correctly for you.

The team can also get your EE account looked into when you call to make sure you can access all settings.

Let us know how you get on 🙂

Leanne.

Re: Broadband

Noinvalid — Thu, 24 Oct 2024 17:02:27 GMT

I’m having the same problem. Sometimes iPlayer works and other times nothing. Service much worse than before we got ‘super fast broadband ‘!

Re: Broadband

Monk77 — Fri, 25 Oct 2024 07:42:29 GMT

My problem was resolved by doing a last resort - cease & reconnect. This meant cancelling EE & going back to BT. Then once it proved all was okon BT. We went back to EE. All sorted.

My problem ultimately was

No apps worked on mobile devices and the smart tv until 2200 every day.

If my issue is the same as yours, it might be worth suggesting

Kind regards

Steve ****

Sent from Outlook for Android

[mod edit: personal details removed from the forum]