⚠️No parental Controls, EE App won't connect to EE router⚠️

[SJR1974]

I've been a happy BT customer for 2 years without any problems. I used the BT app to block all inappropriate websites so my young daughters couldn't access:

) pornography and inappropriate websites they may come across on the world wide web. 

) Social media sites which are unsuitable for their age like Snapchat, Facebook etc

) Pause WiFi on their TV from 10pm each night and resume WiFi the next morning at 9am so they get a good sleep routine.

When I was first moved from BT to EE they told me my old BT Smart Hub 2 works fine with their upgraded 500Mbit FTTP.

The BT app allowed me to login but stopped working which meant all the parental controls I had setup for my two young daughters STOPPED working!

I contacted EE by phone and they told me to install the EE app on my phone but when I tried to pair the hub with the app you get a CONSTANT SPINNING CIRCLE which just goes round forever and it doesn't pair at all. They decided to send me the EE Smart Hub a week later and this did the same, despite factory reseting the router, uninstalling the app numerous times, installing the app on various tablets and phones I have access too.

Yet we seem be going round in circles which is what ironically the EE app does when trying to pair with the router. I've noted other people have the same problem since moving from BT to EE so I'm guessing it's some internal issue whereby the configuration is still on BT's servers and not EE's. For example when I could login to my BT Web account you could actually also block certain websites there and setup basic family filtering, strict or custom. 

I've worked in the IT industry for 20+ years and I've never seen anything like this. It is an utter shambles can someone please sort this out as soon as possible.

My young daughters at the moment can access anything they want on the world wide web...

Ironically EE emailed me on 7th October claiming Your App Your Rules "Did you know your EE app is bursting with extras? This includes Parental Controls and WiFi Pause. It even protects you from dodgy websites. So you can keep your home a safe haven by making sure the whole household's safe online.

And don't forget to explore all your benefits while you're there, too. It's a whole little world built for you."

This is false advertising if it doesn't work. 

 

[SJR1974]

I'm not sure if this is related but if I login to EE website and go to https://ee.co.uk/exp/migrate/link-your-products and click on Link EE Broadband type in my account number it says "Looks like you've linked already. Your EE products are linked to another online account"

Which is probably my old BT account number when I was 'migrated' who knows?

 

 

[Christopher_G]

Hi @SJR1974 

Welcome to the community.

It could be related. Your products need to be linked to your EEID, so that you can manage it fully. If you speak with our Customer Care team, they should be able to sort that out for you. Hopefully it will help with the problem you're having with the app.

Chris

[SJR1974]

I did mention this to the customer care team but they said this has nothing to do with being able to link the router with the app. 

However I suspect you are right and so am I but at the moment I'm in limbo waiting for a response from the high level technical team (again).

Another router won't solve the problem, it's some configuration problem on the server since the migration from BT to EE system. 

[Linzi_H]

Thanks for letting us know @SJR1974 

If this has been escalated to our level 2 technical support team, I'm confident they'll be able to get this all sorted out for you.

I know it's not much fun waiting for this to be resolved, and hopefully, they'll be in touch soon.

Linzi 

[SJR1974]

OK thanks, it has been escalated but I've been told to wait a few days so hopefully it will be resolved.

If the above was the issue it's worth making this a priority for customers migrated from BT to EE so the support team can action it quickly. I did check the forums and noted other people from BT had same problem as myself.  I think one customer was sent 3 routers!

Having worked in IT support and now project based service delivery, I know it's always best to be proactive rather than waiting for issues to arise 🙂

[Djandjules]

We moved from BT to EE too and have had endless issues with the app and wifi controls. We have wifi controls on our devices that we can no longer turn off. We've explored with EE so many times, had new router and technician out to the house. Literally tried everything and they have no solution. With no solution and paying for wifi controls we cant access, EE have agreed to release us from our contract early. We would prefer to stay and have this issue resolved. This has been going since last November. Hope you manage to find a resolution. 

[SJR1974]

Hi Christopher_G

Still no call back so I've just called customer care and they haven't progressed any further with my problem?

I mentioned EEID as you suggested and he told me my EEID is correct.

He spoke to a manager who said there is a problem with the app for ex BT customers and they are updating it? 

I mentioned I have no control over WiFi either so he went back to his manager and now it's a BRIDGE CASE issue. 

I will be posting weekly with my updates until this is fixed and a SOLUTION is found. 

I don't want to email Allison Kirkby and Marc Allera regarding this issue but if if it's not resolved by the end of the month I have no other option. 

EE already sent me a new router and £61 in compensation but it'simply a configuration issue when I was moved from BT to EE. 

[SJR1974]

That's interesting I've just realised all the BT websites I blocked on my BT account are still blocked so when my account moved from BT to EE these were not deleted! This means websites like www.snap*hat.com are blocked and I have no way of removing them now I don't have a BT login 🙄

I took screenshots of my old WiFi BT Router before being moved to EE (see example below) so I'm going to check if these WiFi rules are still in place. If they are this means:

1) I have no way of changing these WiFi pauses in the future! 

2) I have not been correctly migrated from BT to EE

These screenshots were taken before my move from BT to EE if they are still in place it means I cannot change them! 

 

 

[Ben570]

Hi community,

I have posted previously about the parental controls on my Smart Hub not working and not blocking sites like pornhub even when set to the strict category. I am still waiting for updates from EE over 3 months on when it will be fixed.

Can anyone with working parental controls tell me what happens when you go to a website such as pornhub on a device in a device group with moderate or strict parental controls on it please? Do you get the EE banner page that says the site is blocked, and do you get this banner for every website that should be blocked or does it sometimes just say it can't connect on a white page? I'm particularly interested to know the behaviour people are having on Windows devices as that's where it seems to work the least for me, but also on other devices like iPads, etc.

Thanks in advance.