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No Parental Controls after move to EE?

jezthomp1
Investigator
Investigator

‎02-01-2025 12:06 PM

After being with BT for years I recently upgraded and they put me over to EE.

Still have the BT Smart Hub 2 and one wifi extender connected.

Setup up the EE app and only recently realised that the parental controls dont do anything!

When viewing the EE app it seems to think I have a Smart Hub which I dont I still have the BT hub.

How can I get the Parental Controls working, or is there a live chat with EE I can talk to about it?

0 Helpful
6 REPLIES 6
Northerner
EE Community Star
EE Community Star

‎02-01-2025 12:15 PM

Hi @jezthomp1 

Can you access controls via your old app on your BT hub you're still using. 

I don't think the EE app will connect to BT hardware. 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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JimM11
Brilliant Contributor
Brilliant Contributor

‎02-01-2025 12:29 PM

@jezthomp1 As @Northerner has pointed out, try your MyBT app, see what it does, the EE app has a lot of problems and NO one is 100% sure what/if/or why it does/does not work with the BT Router, fact you even got it connected is good, but for sure you will have all kinds of function issues, you may even have problems now when BT shut down the account side there end but until you try know way of knowing....  Also no chat function so you have to call speak with someone if you need assistance. 

EE will struggle with the product, so BT guides will be best, they are cross-training with each other hopefully EE CS direct you to someone who can help. EE CS details on link below, but not even sure what is working today 2nd Jan. Main link click to where you want to go.

Contact Us | Help & Support | EE

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jezthomp1
Investigator
Investigator
In response to JimM11

‎08-01-2025 10:56 AM

Thank you, they ended up sending me an EE hub and all works as it should now.

Thank you.

0 Helpful
Leanne_T
EE Community Support Team
In response to jezthomp1

‎08-01-2025 11:34 AM

Hi there @jezthomp1 

Thanks for coming back and letting us know 🙂

Glad this is all working as it should with the replacement router. 

All the best for 2025

Leanne.

JezM72
Visitor
In response to jezthomp1

‎15-01-2025 08:32 PM

Facing the same issue. Also sent me the EE hub but still can’t activate the parental controls. Don’t suppose you know which EE hub you got. I think mine is the 2023 one. Maybe yours is the newer one?

0 Helpful
JimM11
Brilliant Contributor
Brilliant Contributor
In response to JezM72

‎15-01-2025 08:51 PM

@JezM72 Link below to the EE hubs and features that you get.

 

 

 

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