topic Re: If you want to protects kids online - ee is not the service. in Security

If you want to protects kids online - ee is not the service.

Hudson80 — Tue, 06 Aug 2024 07:55:46 GMT

So angry. Moved from BT last year as we got rid of the landline and still no basic parental controls! Was assured when we moved it would be the same service.

If you want to protect your kids online don't both with this service. Even the technical team said we are not up to scratch with other providers. Every other provider you can easily block websites and websites over 18 on the app.

Massive fee to come out of contract early. Told customer service you are not providing the basic protection for children but the response was there is nothing we can do. There is a new ee available that does have these controls (apparently - he wasn't totally sure), but have to wait another 9 months of my contract before they will move me to it.

So another 9 months of unsafe browsing for the kids. Fantastic. Great way to make sure kids are safe online ee.

Re: If you want to protects kids online - ee is not the service.

Typhoochimp — Wed, 07 Aug 2024 16:17:05 GMT

Only just moved and in exactly the same situation.

Diabolical, miss-sold by BT Agent?

Re: If you want to protects kids online - ee is not the service.

MrRoly — Wed, 07 Aug 2024 20:11:05 GMT

Come on EE get your act together. You are not fulfilling your obligations under OFCOM and government regulation to protect vulnerable people especially children. I think as a community we should take this issue up with Ofcom directly. The BT Smart Hub 2 and its software were fit for purposes so eh have EE not adopted both and rebadged? This needs sorting now! Please.

Re: If you want to protects kids online - ee is not the service.

Typhoochimp — Wed, 07 Aug 2024 20:23:52 GMT

YES. What’s wrong with EE allowing this to continue. BT/EE miss selling a product (App paring with Broadband & control system not fit for purpose). How is it that BT/EE Sales & Engineers can’t fix it and Customer Services Staff make it up as they go along “It’s bandwidth remove hungry devices”.

Erm they all worked fine with the BT Home Hub 2 and the BT App. What’s changed other than EE rebranding and a Shiny App that doesn’t do what it says on the tin!

Family Safety IS important - Why is in NOT working here.

Have I bought a Lemon?

Re: If you want to protects kids online - ee is not the service.

Hudson80 — Mon, 12 Aug 2024 07:16:10 GMT

Yes. BT told us it was exactly the same service, clearly not.

Re: If you want to protects kids online - ee is not the service.

Hudson80 — Mon, 12 Aug 2024 07:17:49 GMT

I don't understand how they can't adopt such simple security steps in the system. Its been like this for over a year now.

Re: If you want to protects kids online - ee is not the service.

Chris_B — Mon, 12 Aug 2024 07:34:22 GMT

So what’s this

You need the Smart Hub plus to have this via the EE app. Do you have that hub ?

Re: If you want to protects kids online - ee is not the service.

Hudson80 — Mon, 12 Aug 2024 08:20:49 GMT

No, we have the older hub from 6 months ago. They won't send the new one until my contract runs out in a year. I even offered to pay to get it but they said no.

Re: If you want to protects kids online - ee is not the service.

Typhoochimp — Mon, 12 Aug 2024 08:37:58 GMT

Chris_B

Thank you.

IF it’s simply a compatibility of Hub issue solved by the Smart Hub Plus

Perhaps BT and EE Customer Sales and IT Support need to know this.

It might help the 1000+ customers who can’t access the promised Parental Controls.

A Legal Contract

Offer+Acceptance + Consideration and Legal Intent.

The BT/EE Offer appears not to pass muster for those customers struggling to access the Promised Controls IF the supplied equipment and/or technical support to resolve the issue fails?

A potential & substantial Breach of Contract if BT/EE stand on in the face of this?

Re: If you want to protects kids online - ee is not the service.

Typhoochimp — Mon, 12 Aug 2024 09:13:26 GMT

Chris_B,

Thank you. Please see my response in the Thread.

Kind Regards

Re: If you want to protects kids online - ee is not the service.

Hudson80 — Mon, 12 Aug 2024 09:28:59 GMT

Perhaps BT and EE Customer Sales and IT Support need to know this.

They do know this as they told me on the phone that the new one has it. Their technical team told me it wasn't up to scratch with other suppliers. They are not replacing legacy ones, I tried hard but they were not interested in helping out to stay protected.

Re: If you want to protects kids online - ee is not the service.

Hudson80 — Mon, 12 Aug 2024 09:30:27 GMT

The guy on the phone understood the worry of protecting my kids but could not do anything about it. Even his manager said no to changing the hub to the new one.

Re: If you want to protects kids online - ee is not the service.

Typhoochimp — Tue, 13 Aug 2024 06:15:20 GMT

Further Conversation with EE.

“It’s NOT a hub issue. The BT Hub 2 works differently and control of Apps and Wifi is on the hub via the BT App”. (EE Customer Service)

“The EE Control is on the App itself so changing from BT Smart Hub 2 to Smart Hub Plus will NOT make any difference. The problem is with the EE App”. (EE Customer Service).

1. Does this make sense?

2 Why can’t it be fixed?

3. Does this mean that in those cases where the EE App doesn’t work with the Hub to provide Family Safety, allow control of Apps and Wifi and can’t be fixed, the EE Broadband Product is NOT as advertised?

4. What are the practical and legal implications?

5. Is Repudiation of Contract one of them?

6. What are the Alternatives?