Accessing Wifi settings on the App such as parental controls

[Ovinc]

Has anyone else got an issue with accessing parent controls on the app "under EE and was BT user" - the settings such as trying to change the password and then EE are trying to then say your the only one with the issue I mean I have seen others have had issues where it's gone back for years it seems like ever since EE took over BT

Obviously we have now left EE with the contract being ended for free leaving them because 1. They can't seem to solve the issue 2. Why pay for a service that can't be provided well.. access the actual WiFi hub settings 

Anyone else?

[JimM11]

@Ovinc If you no longer have an EE contract, is there a specific issue?

[JasonBBG]

This is us:

• Used to have BT, parental controls enabled - I forget if I used the app or logged in to the router as admin
• We moved to EE
• Installed new Smarthub router
• Were advised that you don't connect to the router to enable parental controls, you use the EE app
• Install the EE app, no Wifi Controls
• Speak to EE and they advise that the app currently is only connected to our mobile plan, not broadband
• The issue, allegedly, if you can believe it, is that my surname is all lowercase (e.g jones) in the mobile contract, but uses a capital letter in our broadband contract (e.g Jones). Seriously. Basic case sensitivity issues with manual data entry and no validation for a huge IT services company operating in the 21st century?Riiight...
• Apparently the fix, making the names the same in both contracts has to be escalated, and in the meantime EE are not permitted to enable parental controls on our behalf. It seems they prefer you to either disconnect the internet, watch your kids' activity 24/7, or allow them free reign over the internet
• However, it seems that, even when we get the app sorted out, there are so many EE customers still reporting that they are unable to use the app to control parental settings! WTAH...
• This will be going to Ofcom as a complaint; basic lack of a duty of care to EE customers and their children. I've already filled out a monitoring form, which gives one-way feedback to Ofcom about trending issues with companies like EE. I'd encourage anyone else affected by any issues to do the same - https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

[d1g1_M0rt4L]

Yeah I've been trying to gain access to the app since yesterday and it keeps saying unable to access the information I want. I need to access parental co tools but stupidly can only do that via the app not via the hub administrator section.

[JasonBBG]

Just to ties this off: after 2 weeks of no access to parental controls, on the third time of speaking to EE customer services, and being told each time it would be sorted asap (it wasn't) they finally sorted our contract and we were able to access WiFi controls via the app and enable parental controls.

As a single customer you are simply too small for them to care about you. Good luck.

[Choneywell]

If you are buying EE broadband on the basis of excellent parental controls you have been duped. My parental controls worked for a month and then I could no longer access the app. EE customer service have never resolved the issues even after numerous calls spending hours on the phone. The app doesn’t work and they know it doesn’t yet will sell you the contract on that basis. I am now locked into a contract and can’t leave. My children are unprotected from the dangers of the internet because of EE. If you wish to keep your children safe do not take out a contract with this company. 

[Choneywell]

I have completed the ofgem complaint form it is dishonest and a disgrace they are advertising and selling contracts on the basis of excellent parental controls when parents are unable to change the settings as the app does not work. Avoid this company. 

[Choneywell]

I took out a contract in July 2023 and in Oct 2024 I still am unable to use the app for parental controls. Offered £20 in compensation as ‘internet is working’. I specifically took out the contract on the basis on excellent parental controls which was promoted by the sales advisor. If you want to protect your children do not take out a contract with EE. The app doesn’t work and they are unable to fix the app. They are aware the app doesn’t work but continue to promote on website and via sales team. 

[XRaySpeX]

@Choneywell : OFGEM is the wrong regulator. It's for energy suppliers. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .