Cant activate parental controls

[DoctorBlue52]

Hi community! 

I have recently moved from BT to EE and since the switch I haven't been ble to turn on parental controls, it comes up with an error- couldn't activate parental controls, try again later. we cant I also can't turn on Web protect it comes up with sorry we couldn't load this information. 

The parental controls worked fine on bt, however since my account has been closed now I can no longer use the BT app. 

Any hints or tips? 

Could it be because I haven't received a the new hub? My plan info shows the EE smart hub but I'm still using the one provided by BT, and it doesn't seem like one is coming either. 

I'm also having issues activating TNT sports but I'm not overly concerned about that right now. 

Again, any hints or tips are appreciated!

 

 

[XRaySpeX]

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@DoctorBlue52 wrote:

Could it be because I haven't received a the new hub?

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Yes, so you won't yet have linked it to the app.

[JimM11]

@DoctorBlue52 It is reported on the Forum that the EE app, struggles and is not really designed to use/control the older BT Smarthub2 router, so something that you may have to clear up with EE CS Technical support as it is hard to get a answer to that direct question.  

The advice seems to be, BT router use the MyBT app, EE Router use the EE app. And with all the EE app upgrades/updates/patches that go on who even knows were it all stands at present....

Some have managed to link the old BT router to the new EE app, but with ALL kinds of difficulty, and your issues that you have reported are 2 off them for sure but that was posted and replied to way back at least 6 months ago, and not even sure what resolution or outcome was with regards.

[DoctorBlue52]

I went through the linking process a day after my services where activated and it seemed to have worked okay, however after linking the router it said I've linked the ee smart hub and not my bt hub 

 

[DoctorBlue52]

Spoke to Tech today and they've sent me out an ee smart hub, will update once I've set it up 🙂 

[JimM11]

@DoctorBlue52 When speaking to them was there any confirmation to what / which app is used for control of any specific router or if updates to software are working towards a single app to control either. As earlier, some user's have had partial success with the EE app, but just seem to have fallen short of control.

[DoctorBlue52]

There wasn't at all, I essentially just told them the issue and that I am using a BT hub, they confirmed and just said they have ordered me one and it'll be there within 48 hours. Short and sweet. 

The conversation was via the chat service, which I find usually shortens conversation amount 

[JimM11]

@DoctorBlue52 It looks as though the app is getting and connecting somewhat method wise, parental controls are basic for your screen indication, and not sure what you even get with the 2023 model, at least with the + router you will get the more advanced control.

[DoctorBlue52]

Just an update on post, recieved smart hub plus yesterday, paired to the app automatically which was great and can now use parental controls without issue, however a new issue arrose which is the smart wifi extender I had sent out a few days before isn't compatible with the new router, it's only a small issue but requires time to correct, any orders sent out to replace are automatically linked to the incompatible wifi extender, so I have to wait until those orders are complete to add the correct booster onto the account,  at which point I should be able to get the correct one. 

All In all its been an experience, but the tech team have been awesome every step of the way