⚠️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. 

 

[Rach_H]

Hi @SJR1974 

Thanks for letting us know what has been going on. It does seem likely that the team are still working in the background to get this fixed, and I'm hopeful you will hear back from them soon, and we appreciate your patience. 

Rach

[NHowler]

Yes, same problem here - BT supplied EE Smart Hub but as it's from BT  I can't connect to it with my EE app, which means the more sophisticated Parental Controls from EE are not available, just the clunky old BT ones - no groups, device types etc. This merge/migration BT/EE is a PIGS EAR ! (and I speak as an IT professional who knows about Pigs Ears...)

[XRaySpeX]

@NHowler : You mean that BT supplied BT Smart Hub 2, I assume. Otherwise the EE SH+ would connect to the EE app.

[NHowler]

Yes, but I was told when I signed up with EE mobile at same time that it was an integrated ecosystem - it ain't.

[NHowler]

And it's an EE Smart Hub design, not BT design

[NHowler]

[NHowler]

that I used to have

[SJR1974]

Had a phone call from EE yesterday saying I should not of been sent the EE Smart Hub. Therefore they are sending me the Smart Hub Plus and it arrives tomorrow via Royal Mail tracked delivery.

Will let you know if this resolves the issue. 

[XRaySpeX]

@NHowler : Yes, that is an EE router, the EE Smart Hub (2023), 2 back from the latest EE router. The holes in the base give it away.  It should connect to the EE app. Make sure you are not using the EE Home app.

[NHowler]

Thanks XRay. EE are now offering to "convert" my "BT" SmartHub to EE broadband ( I have no EE broadband account number, can't use BT a/c no so EE app won't connect to router). BUT it resets contarct to 24 months which is not what I want to do, just to keep the same equipment and have it working together. As I say, Pigs Ear.