Broadband

[Monk77]

Hi

We've been upgraded to a Smarthub plus from BT but are having lots of issues.

Numerous websites won't open on our devices-  for instance BBC iPlayer and Google.co.uk - but others including Google.com do open and work normally.

If we turn broadband off and just use our sim card on our phone, these websites do open up on the same device they won't open when connected to the smartHub

Same for our SmartTVs, linked to broadband, says connected but Netflix, prime video BBC News app, iPlayer won't work. However, NOW TV along with internet channels i.e Sky sports work. 

Called up and they've had us hard reset the modem etc, but nothing has helped at all. We have no idea what to do or how to fix this.

I have had an Openreach engineer out to the house today and as confirmed there is no line problem.  

I feels like there a restriction on such pages through the router, like parental control lock

Thank you!

[JimM11]

@Monk77 Only thing i can think off is, Advanced Web Protect, and safe search, you will have to look at those settings via the EE app, if ON then switch them off.

[Monk77]

Hi Jim

I can't find the advanced web protect......

[JimM11]

@Monk77 EE app, select manage, select broadband square, scroll up and just below picture of the router you will see both selections.

[Monk77]

When I do this, it shows order pending, so unfortunately I can't access it.  I've requested a new smart hub router to replace this current one, in the hope this may help solve the problem.  Technically.........  

[Leanne_T]

Hi @Monk77 

Thanks for coming to the community. 

If you are unable to access this setting in the EE app, please try calling us again to make sure everything is set up correctly for you. 

The team can also get your EE account looked into when you call to make sure you can access all settings. 

Let us know how you get on 🙂

Leanne.

[Noinvalid]

I’m having the same problem. Sometimes iPlayer works and other times nothing. Service much worse than before we got ‘super fast broadband ‘!

[Monk77]

Hi

My problem was resolved by doing a last resort - cease & reconnect. This meant cancelling EE & going back to BT. Then once it proved all was okon BT.  We went back to EE. All sorted.   

My problem ultimately was 

No apps worked on mobile devices and the smart tv until 2200 every day.   

If my issue is the same as yours, it might be worth suggesting 

Kind regards 

Steve ****

Sent from Outlook for Android

[mod edit: personal details removed from the forum]