by Brilliant Contributor
Brilliant Contributor

Advice: EE Content Lock

The following question comes up regularly here in the EE community. I've been answering a lot of questions around EE content lock. This is a guide for users who want to remove content lock. This is the question I always get:

 

"Why can't I access some websites on my smartphone?"

 

Well this is because content lock is enabled on your account. Content lock is there to protect under age customers from accessing sites they shouldn't.

 

Content lock is turned on by default and needs to be turned off by the customer if they wish to go on such sites. There are a few ways that content lock can be turned off and it differs a little between PAYG (Pay as you go) and Pay Monthly.

 

On EE there are 3 versions of content lock...

 

Moderate – The default setting for new and existing customers.You get access to social networking sites but not 18-rated content in accordance with BBFC (British Board of Film Classification) guidelines or pornography sites.

 

Off – Full access to the internet with no filter, including 18-rated content.

 

Strict – The safe setting for children under 12. It filters 18-rated content but also content the BBFC rates higher than 'PG', as well as other content not suitable for younger children including chat, dating and unmoderated social networking sites. Google SafeSearch is now built into the EE Strict settings so any Google search will not show websites that relate to unsecure, adult content. You can’t turn this feature off – you’ll need to switch your Content Lock setting to Moderate or Off.

 

Please note: EE are now blocking secure sites for Strict users (sites showing HTTPS in the URL). This means that some webpages you may have been previously able to access will show as ‘Timed out’ or ‘No response’.

 

Important information
  1.  If you try to access 18-rated content with Content Lock enabled, you’ll see a blocking page and you’ll need to complete a credit card age check using the online form to view the content
  2.  If you're a business user, you may not have the permissions required to change the settings and will need to contact your account manager
  3.  Content Lock only works on EE's mobile network – not on fixed line WiFi 
  4.  If you try to change your Content Lock settings, EE will check that your credit card details match the name and address on your EE bill. If you're an American Express or Diners card holder, they take £2 from your card and refund it straight away. ‘Content Lock removed’ will show up on your credit card bill

 

Here is how you can remove your content lock...

 

My EE (Online/App)

 

  1. Go to Manage Device.
  2. Choose The Content Lock Setting you want.
  3. Save.

By Text

 

  1. Text Strict, Moderate or Off to 879
  2. If you have a 4GEE WiFi device, type 192.168.1.1 into your browser (password / username is admin) and use the SMS message sending feature.

Online

 

  1. From the EE blocking page, you can remove Content Lock using a credit (NOT DEBIT) card or by logging in to My EE.

 

Calling EE

 

  1. Dial 1818 from the device you want to change the Content Lock setting.
  2. Or call 150 (There may be a charge on PAYG).
  3. 4GEE WiFi and tablet customers can call us on 08454 123 662 from any other device.

In Store

 

  1. Just pop into a store with any official government photo ID. (eg. Passport, Driving License photo and paper part, Citizens Card, EU card)

     

    Please note: If you want to turn Content Lock off you’ll need to complete another credit card age check.

     

    Keeping your family safe

     

    The mobile industry uses the BBFC guidelines to determine what content should be rated 18. If you believe a website or content has been misclassified please email safeguard@ee.co.uk and EE will review it for you.

     

    What about illegal content?

    Content that’s inappropriate to some may be acceptable to others which is why there’s a robust framework in place based on BBFC standards. However, there’s a clear distinction between inappropriate and illegal content. If you or your child stumbles across an image or video online which you suspect shows child sexual abuse or other illegal content you can report securely and confidentially to the Internet Watch Foundation.

     

    Messages

    If you believe your child is receiving illegal or seriously offensive messages from an adult in a chatroom or on a social networking site, you can report it to the Child Exploitation and Online Protection Centre.

     

    Important information for parents

    Be careful if your child is given a second-hand phone or SIM card. It's always best to call 1818 to see if Content Lock is turned On or Off. If you want to apply the Strict setting for an under 12, text the word Strict to 879 from the device you want the setting applied to. If your child is using a device connected by 4GEE WiFi, make sure you apply the correct setting of Content Lock to the 4GEE WiFi. Some content, such as apps and encrypted secure sites may contain adult material that will not be blocked by Content Lock, so it’s important to stay aware of their internet use. Make sure your computer system has protection against viruses and illegal content. 

     

    *small edit by Community Manager*


BrendonH (Android Expert) Samsung Galaxy S10+ (Android 10 Beta)
If I have helped please click the THUMB/SOLUTION buttons below
4 REPLIES 4
by Grand Master
Grand Master

Re: Advice: EE Content Lock


@BrendonH wrote:

 Content Lock only works on EE's mobile network – not on WiFi 


Confusing & wrong! 4GEE WiFi, or mobile Broadband, routers can be referred to as "WiFi" but still run on EE's mobile network & are subject to Content Lock.

 

The correct statement would be:

"Content Lock only works on EE's mobile network – not on EE's fixed Broadband network".

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Brilliant Contributor
Brilliant Contributor

Re: Advice: EE Content Lock


@XRaySpeX wrote:

@BrendonH wrote:

 Content Lock only works on EE's mobile network – not on WiFi 


Confusing & wrong! 4GEE WiFi, or mobile Broadband, routers can be referred to as "WiFi" but still run on EE's mobile network & are subject to Content Lock.

 

The correct statement would be:

"Content Lock only works on EE's mobile network – not on EE's fixed Broadband network".


Not incorrect 

 

We mobile broadband and 4gee Wi-Fi device runs on the EE network.

 

Wi-Fi is different. That runs off your broadband.


BrendonH (Android Expert) Samsung Galaxy S10+ (Android 10 Beta)
If I have helped please click the THUMB/SOLUTION buttons below
Highlighted
by Grand Master
Grand Master

Re: Advice: EE Content Lock

You're not listening!

 

You say "4GEE WiFi device runs on the EE network" in 1 breath & then say "Content Lock doesn't run on WiFi" in the next. Contradictory!

 

How is the ordinary user to know that the 4GEE WiFi router he bought is not the same as your "not on WiFi"? Your statement misleads that user in believing he is not affected by Content Lock :(. Bad!

 

In fact for fixed BB the WiFi there is nowt to with the BB & EE does not provide a WiFi network. WiFi is run off your router & is entirely part of your own LAN.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by RML54 Established Contributor
Established Contributor

Re: Advice: EE Content Lock

"Why can't I access some websites on my smartphone?"  It's not always due to the EE content block.

 

Another reason (even if blocking is set to "off)" why some websites don't work on EE 4g seems to be related to the choice between IPv4 and IPv6.  Search for the discussions on "qustodio" and "tolkiensociety" for more on this.

 

Typically, users find such sites (and their related apps) are accessible via their domestic WiFI but not on EE 4g.  In my case they worked fine with an ASDA mobile SIM but not with the EE SIM.

 

It seems that, in many cases, the offending websites can be accessed by IPv4, but not by IPv6 (EE 4g uses IPv6; ASDA uses IPv4). If you set the phone options to force IPv4 rather than IPv6 then the inaccessible sites and associated apps work OK.  

 

 

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