Can’t make groups

[lgrenter]

Just had busiest home bundle installed and have app on iPad nd phone. I can’t however find any way to make a group for devices I add. Looked online and saw it’s to do with parental controls but no parental controls are mentioned on the manage broadband page apart from pause a device or the safe browsing. If I open a device on my network screen it gives option to make a group for it but no matter what type of name I try to give the group it says it can’t be used.

[Mustrum · Accepted solution]

@lgrenter   you can find more details in the following help section. https://ee.co.uk/help/broadband/getting-started/using-parental-controls#article-heading-3 

Using Groups with Smart Hub Pro and Smart Hub Plus

If you have Smart Hub Pro or a Smart Hub Plus, parental control restrictions don’t have to be the same for all your devices. You can default settings for any device that joins your network under ‘ungrouped devices’. Or you can set up separate groups of devices and apply controls to that group such as 'all kids devices'.

1. Open the EE app.
2. Select Manage from the bottom menu, then Broadband.
3. Scroll to Groups.
4. Tap Create group or select an existing group. A group is a set of devices with the same restrictions.
5. Give the group a name (for example, “Kids' devices”).
6. Add the device or devices to your group.
7. You will see a list of devices in the group, and under that a scale with Off, Light, Moderate and Strict restrictions. Move the button to the setting you want.

[JimM11]

@lgrenter Best advise take a few day's away from it all, the app/accounts just all take a little time, it is just not instant!!!

[lgrenter]

I have been doing steps 1 and 2, but when I scroll down the resulting page there is no create group option showing. I fact no mention of groups at all (I know I have not yet made any). Shows devices, boost,safe search, schedule. That’s it.

[Mustrum]

@lgrenter  it may take a few days before the router firmware updates to the latest version.

[Chunky1234]

Same problem here, had this for nearly 2 weeks now.

1. Can't make Groups, when I try it says making group is not possible, even though the naming convention is correct.

2. Can't rename devices, again even though the naming convention is correct 

3. Safe search never loads so I can switch it on

4. Network map is useless, shows none of the extenders so can't see what is connected to where.

Any help with any of this would be appreciated. Came from BT and everything was so much clearer and easier!

[lgrenter]

Had this issue fixed, but it took until today. I contacted EE support and talked to someone in tech help. On checking my line from their end he said that there was definitely a problem with my hub and they would force upload a patch/update for it. Hub restarted this morning 3 times while he was on the phone but each time he told me that the update would not be accepted on my router for some reason. His thoughts were that there was something wrong with the default software on the WiFi 7 hub that was at fault and stopping my account to properly link with it for the groups etc. told me they would keep at it in the background but expect a callback on Monday from a colleague who knew of this problem.

then suddenly at around 2pm I checked the app again and my network of devices had changed, now each device was named as what it was not just its Mac code. Also devices were split into groups named gaming, entertainment etc. I looked down the app page and found I now had the option to add a group which now works! Pause also works and I can name groups correctly! 
Contact tech support and explain problem, maybe some hubs are out in wild with incorrect software. The update they manually did seems to have fixed it for me.

They did say though that there is a major problem in the app software which at moment is stopping speed test and safe search from working, but update in next month or so expected to fix it.

hope this info helps you.

[Leanne_T]

Thanks for coming back and posting an update @lgrenter 

Could you try calling us @Chunky1234 and the team will get this looked into for you. 

Please let us know how you get on 🙂

Leanne.