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 

[Austel]

Have you tried resetting the router and then only using Safari? Press a pin into the tiny reset hole. It worked for me. Chrome and Ecosia or the App still not working for Fuse tho. But I get all the info from safari. This advice was given on the chat help line found in the EE app. Worth a try?

Sent from Outlook for iOS<>

[JohnBHZ]

I managed to complain to a person by calling 0330 123 1105. 
They sent me a new router & closed the complaint! 
Try calling - they send a text message. Ignore it & call back & you will get to speak to person. 

[Neil0]

I really only want to use Chrome.  If there is no solution I will turn Advanced Web Protect off (or my wi-fi) each time I want to use the app and then turn it on again.  But I will be calling EE and chatting to Fuse (again).  Thanks.

[JimM11]

@Neil0 If you text GUIDE to 66033 then a BT or an EE Guide should call you back on your mobile.

[Neil0]

I've spoken to Fuse this morning. They say that EE will be updating routers to resolve the problem in 2 weeks. 

We'll see! 

[Gelert5]

Hi All,
@JimM11 @Neil0 @Peter_W @Ali_A 

As of 1200hrs today (Wednesday 12th August), I am now able to visit the Fuse Energy website via Firefox & MS Edge on my Ethernet-wired Win10 Desktop 'pooter, once again.
And I am now able to use the Fuse Energy Android app via WiFi, once again.

Note: My SH31B (32 / Smart Hub 6+) Router has not been power-cycled since 5th August, and the Firmware remains at r4.26.3-R-1923144-PROD-83002 with GUI remaining at 3.14.5.
Ergo, no 'Router Update' has been necessary.

I did send a written complaint about this situation to EE yesterday, via EE's Complaints Portal
https://ee.co.uk/help/contact-ee/complaint

And whilst I received a Text / SMS acknowledging my complaint, and a Complaint Reference Number at 1241hrs yesterday, I don't believe that my written complaint has had any bearing on the fact that I can now access Fuse Energy once again.
But I'm happy to be proved wrong...! 😊

HTH?

[Neil0]

Working for me too now. Website via Chrome on Windows 11 and app via Android.

Hurrah! 

[JimM11]

@Gelert5 Your seriously having a laugh....🤣😂👍 Filed along with all the others, windows like trash can.

[Gelert5]

@JimM11 Oh ye of little faith! 🙃

Following the submission of my Complaint about access to Fuse Energy on Tuesday 11th August, I received a 'phone call today from an EE Investigator.
I was able to guide her through the Time-Line and the fact that my access to Fuse Energy has now been resolved.
So she was, with my blessing, able to close my particular Complaint c/w its Reference Number which had been sent to me.

And - more to the point - she has now raised a separate Complaint c/w a new Reference Number, regarding my SH31B (32 / 6+) Hub dropping my customised Device Names on an increasingly regular basis, under this latest Firmware.
She's due to call me again this afternoon, with an update on her investigations about this...

So there, 'Doubting Thomas' - stick that in your pipe and smoke it! LOL! 😎
🤣 😂 👍

[JimM11]

@Gelert5 😶