Information: Smart Hub Parental Controls not working properly with some browsers

[Ben570]

Hi community,

This is an informative post more than a question. I have been having issues with parental controls not blocking adult websites including those with obvious related words in their names, (e.g. p***hub.com) and EE have been investigating for a number of weeks now.

They have provided a workaround while they are looking for a proper fix, but essentially it comes down to newer versions of browsers like Edge or Chrome having a  new experimental feature called TLS 1.3 hybridized Kyber support enabled which breaks the parental controls feature. My loose understanding is that this is because the feature uses a new type of cryptographic algorithm in the browser session that makes it more private and instead of getting the EE banner *Access to this website has been blocked* page, the browser will display its own inbuilt "The connection for this site is not secure" page because EE's parental control systems can't intercept it properly. However, with TLS 1.3 hybridized Kyber support enabled (which it is by default in the latest browser updates) the user can hit the refresh button repeatedly until the browser complies and loads the site that should be blocked.

I am putting EE's workaround here as I understand it is not just my account that is affected, but likely anybody using this the parental controls may be affected. The current workaround is to disable this experimental browser feature as follows:

1. In your browser, type or paste the following setting URL into the address bar and hit enter: chrome://flags/#enable-tls13-kyber

2. Change the TLS 1.3 hybridized Kyber support flag to *Disabled*.

3. Close and re-open the browser.

Best of luck.

[JimM11]

@charlienormand And you are trying to do all off this for the EE £30 compensation, when parental controls is a minefield for all at the best off times.? It's a never ending moving target...

[Leanne_T]

Hi there @charlienormand 

If you would like to discuss your account I would suggest getting back in touch with our technical support guides, they can discuss your options with you and give you an update on the case you have open. 

Thanks 🙂

Leanne.

[charlienormand]

I had a working setup with OpenDNS before moving, I moved in part for the 'pause' feature, partly because the parental controls can be grouped (when they work) by devices, I have 3 children in different age categories.  I can switch back to OpenDNS, but only with an independent router etc.  its just annoying!

[charlienormand]

Thanks Leanne,

The case is ongoing I have tried all the guides and steps given to me, I get texts every couple of days saying they are 'still working' on the issue.  Unfortunately the calls seem to get followed up every other day around 9:30, unfortunately I can't be at home waiting for the phone call and I have to go to work where I can't often take phone calls due to a full diary of meetings.  I have tried to communicate and suggest communicating asynchronously on the matter over email, but I've been told the is impossible and phone calls are the only way, which feels like a method to wear me out until I give up.

[dellybeanhead]

Any update on this please @JordanTA 

I'm shocled that it is talking EE (over a year now i think) to resolve this. 

[charlienormand]

Leanne, matthew **** 1 from ee did have one email exchange with me on the matter 13 days ago my case is open against my account which Matthew has the details of, should you be able to join the dots and email me that would be very much appreciated as I can't respond to the texts and calls when at work as mentioned and I end up having to ring the 'I want to leave EE' option in order to call in for an update. So any cutting the hurdles out for that would be great.

[Mod edit: removed employee's surname]

[JimM11]

@charlienormand Is that your EE Account number you have posted up, if so you would be better to get it edited off the site.

[charlienormand]

thanks, I thought it was a case number, good point.  It would be helpful if they did have case numbers!

[JimM11]

@charlienormand Make it easy, you should know better by now!

[JimM11]

@charlienormand You may wish to look at putting your PM option on for your settings, that way you can PM and keep the info direct and private out off view.