Can't reset old (BT Smart Hub) Wifi Controls

[Mrinal]

I would appreciate if someone can help. I can't reset Wifi Controls (Parental controls) settings and remove websites from blocked list that I once had set using EE App for BT Smart Hub few months back. All used to work fine till May. An app update (iphone) in May 2024 broke the Wifi controls part whereby the app stopped showing the Parental control settings and ever since I lost control over the settings. After raising repeated complaints I have been provided with new EE Smart Hub Plus recently. Apparently EE App Wifi controls section is no longer compatible with BT Hub. Anyway, the EE app now shows parental controls (options are quite different though) and I can change settings there. However, the old Wifi control settings that I had set while using BT Hub are still effective on the network (i.e. blocked list are effective) and I don't have access to that settings. Therefore, the websites I had blocked are no longer accessible to me, which I want to reset. I have exhausted myself in explaining the issue to EE Tech team every time I call. The advisors on the phone don't seem to have technical understanding of how the settings work internally. I am repeatedly asking to reset my entire wifi control settings on my account. But I am not getting anywhere. Every time I call I spend an hour at least explaining the problem, then I hear my issue have been logged with offline/bridge team etc. Then nothing happens, don't get any update, then go back to same cycle of calling Tech support. Can anyone please provide some advice how do I resolve this problem? Thank you.

[JimM11]

@Mrinal When you connect to the router, it's dumb, all your settings are account controlled, do you still have the BT router, and if so have you tried using the MyBT app to get to that BT router, you may end up in a position were nothing can be done, think that you need to get to a BT Tech support person, they should understand, wither they have the ability to do anything is something else.

[Mrinal]

@JimM11 Thanks for your advice. You are right all settings are account controlled, nothing local on the router. I had to spend hours explaining the Tech support advisors this fact when they were on about factory reset, restarting router etc etc. I have tried connecting the BT router, as I have the device still. The broadband service works fine. However, going back to MyBT app is not an option. I have tried. My BT account was transferred to EE back in end of 2023 and BT account was closed then. I can login to MyBT app, but no BT broadband account is associated to my login on the BT side anymore. I have discussed this option with the BT Tech support team. They also acknowledge this is not going to work. I am just hoping someone on the BT side knows to reset those settings on the DNS server or somewhere on their side.