Fuse Energy app and website blocked by router

[Austel]

My energy supplier Fuseenergy.com has suddenly started to be blocked and flagged as unsafe. It was ok last week and continues to be accessible if I turn of Wi-Fi settings and just use my mobile. 
I have found I can allow access for one hour, but can I set the Fuse website and app to be permissible permanently again?

new Wi-Fi 7 router. 

thanks 

[JohnBHZ]

I’ll check it when my new ‘old’ router arrives tomorrow. Please if you have this issue, raise it with EE Customer Service . I was told today that they would only investigate if they seem the issue to be significant. 

[Austel]

Thanks for the update. I just contacted EE support chat, and they want me to reset my router which would mean having to reconnect ALL my devices at home! I have requested they check it their end first! What a fiasco. 

[JimM11]

@Austel Well done, at least you were aware off how drastic a measure that can be especially if you have changed all your settings in the supplied EE Hub. They never make it easy, and there is NO backup/restore for any EE Hub, but they do seemed to have fixed the DV Phone book backup/restore if you are using said EE Digital Home phones.

Edit:- As a little footnote, with all the FW updates that have been pushed out recently and EE's FW writers do not appear to be the sharpest tools in the toolbox, then the Full Factory reset is a GOOD option as it will clear out all the bad code left over and start afresh.... It's already worked wonders for others that had Port Forwarding issues after the EE FW messing....

www.fuseenergy.com is still clear as a connection with vodafone BB so you know. See if you can get one off the other EE connected user's to give it a straight shot.

[Austel]

Resetting my router ( the tiny pin hole at the back) has restored access on the Safari browser but not to the app and not via other web browsers. Mobile access is still perfect. I have raised a complaint with EE to try and resolve this problem.

Sent from Outlook for iOS<>

[JimM11]

@Austel So you have some success then is that correct, your mac safari has kicked into life and you can see the fuseenergy with that browser...

[Austel]

Safari on iPad and iPhone yes. As of today anyway! Still no access to the app though. It’s only a small issue I know, but I pay EE enough and went to them for their security and hardware, so they should be able to sort it.

Sent from Outlook for iOS<>

[JimM11]

@Austel Hope you looked on the Forum before you made the choice you have done that is all i can say, been there done that and got the chocolate watch to boot.

[XRaySpeX]

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@JimM11 wrote:

there is NO backup/restore for any EE Hub.

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Not true!

[Gelert5]

@XRaySpeX 
Oh...
Which one(s)...?

[Neil0]

This is totally unacceptable isn't it?  As I understand it the current position is that EE won't do anything to resolve this unless a sufficient number of people (whatever that may be) report the issue.  I can't actually find any way of contacting EE about a problem - the options offered seem to be to consult this forum or go into a shop.

I will go back to Fuse now.  They need to be putting pressure on EE to fix this - as things stand I'd argue I'm unable to manage or monitor my energy service in the way they promise so they're in breach of contract and I can leave without the early exit fee. 

I will also be quitting EE at the next opportunity.  Really shabby way to treat customers.

BTW it's nothing to do with parental controls as keeps being suggested.  I don't have these enabled.