Hub won't connect to the app - so parental controls unusable

[ceeceebee31]

We joined in August from BT, where the parental controls were brilliant. We are still battling with EE because the app won't connect to the router, so we can't use the controls at all. The various people at EE we have spoken to have delayed and placated us for months, now they tell us that it won't be fixed until they do a hardware update in January. I am so angry that these controls are unusable when we're paying £6 more a month for EE than we did BT.

Apparently it is now quite a widespread problem among EE customers but it's only when they have reports of more and more people with the problem that they will promote it to a 'major issue' and deal with it. 

I've contacted BBC Radio 4's You and Yours programme, which takes up consumer issues such as this. I suggest that anyone also experiencing this issue also does the same as EE don't seem to care about speeding up the fix while parents up and down the country can't limit the content that comes through their internet service provider. 

Here is the link to the page: https://www.bbc.co.uk/programmes/articles/1YnZrF9w7xR82St8d7Pgc6x/contact-you-yours 

[ceeceebee31]

We joined in August from BT, where the parental controls were brilliant. We are still battling with EE because the app won't connect to the router, so we can't use the controls at all. The various people at EE we have spoken to have delayed and placated us for months, now they tell us that it won't be fixed until they do a hardware update in January. I am so angry that these controls are unusable when we're paying £6 more a month for EE than we did BT.

Apparently it is now quite a widespread problem among EE customers but it's only when they have reports of more and more people with the problem that they will promote it to a 'major issue' and deal with it. 

I've contacted BBC Radio 4's You and Yours programme, which takes up consumer issues such as this. I suggest that anyone also experiencing this issue also does the same as EE don't seem to care about speeding up the fix while parents up and down the country can't limit the content that comes through their internet service provider. 

Here is the link to the page: https://www.bbc.co.uk/programmes/articles/1YnZrF9w7xR82St8d7Pgc6x/contact-you-yours 

[Ben570]

The Wifi controls are abysmal to be honest. I renewed my EE contract to get the smart hub thinking the wifi controls and parental controls would be useful. I have had a case/complaint open with EE for a few months now because the parental controls don't work. If you setup a device group and set the filtering to any the settings like "Strict" or "Moderate" it doesn't properly block adult websites and inappropriate material (just hit refresh in the browser a few times if the offending website doesn't load straight away). EE have admitted this is affecting their customers and their technical team is working on a solution, meanwhile the protection you think you have and that they advertise simply doesn't work effectively. Then there's the awful EE app that fails to connect to the hub half the time when you use it so you are left stuck unable to do things like pause or unpause wifi. EE treat the app like a promotional shop front first with a plague of ads when you open it up, it's remote hub management features are clearly an afterthought. I'd personally be ashamed to have had anything to do with the development of the app if I was on their dev team.

[Chris_B]

and then there are some of us who have no issues whatsoever.   And thats the big problem if it works for some why not others,  it’s finding this issue and rectify that that’s hard and it’s not a quick fix 

[Ben570]

Maybe work a little more with the customers affected then instead of disappearing with no comms for weeks on end then coming back with shrugged shoulders.