Parental Controls Not Working

[Almamay5]

I have spent hours trying to get the parental controls to work on the app. 

First of all, it is infuriating being directed to an app that doesn't work. Do I need to delete the app and reinstall it every single time I want it to work? Seems like it. 

I have added a website I want blocked three times. Now appears as a URL on my list of blocked website but when I try and see if it is blocked on my laptop I get straight in.

Same with parental controls. I have turned them on but when I test it to see if I can access the type of websites I have blocked they work just fine. 

How can I trust a service that doesn't work. Any other parents of teenagers annoyed about this? 

[Almamay5]

Thank you @FAM0422UK 

This feels beyond my current technical abilities, but I am a quick learner. I seem to only have a Smart Hub. Not the Plus or Pro but I can't be 100% sure. How do I check? 

Is there a place I should start to learn about cloudflare family filter?

[Almamay5]

Just spent an hour on the phone just now trying to sort this out.

Apparently I have a Smart Hub 2 and that is the problem. I was sent this last year despite my discussing the reason I wanted a new hub was to ensure I had the right one for Parental Controls. I am being a Smart Hub 3 (Plus) and it should arrive tomorrow. 

BEWARE parents. No amount of deleting your app nor having factory resets will help you if EE has sent you the wrong hub. Check. Save yourself time. 

[XRaySpeX]

EE don't have a Smart Hub 2. Is it a BT Smart Hub 2 or an EE Smart Hub (2023) (Model SH20A)? Did you move from BT to EE?

[Almamay5]

The saga continues...

After actually speaking to a human, I was told that the hub that I have has known issues with the parental controls and the app (see my last post)

I installed the new hub today and it was easy. Things have not gone as planned whilst re-pairing my extender discs (square not round ones). I have plugged disc into hub and it has gone aqua then blue (working) and then turns red. I've tried everything. Unplugging, pressing reset button, going through steps again. Red.

Am I waisting my time with this? Is this a compatibility issue?

Help.

[Almamay5]

In answer to @XRaySpeX No, I didn't move from BT to EE. EE sent me a BT hub last year. Turns out it was a bad move. 

So after several hours of trying to pair a smart wifi extender to my new hub I find out from searching this community that the Smart WiFi (2023) (SW10A) that I have are meant to be for the Smart Hub (2023) (SH20A), my old hub. The Smart WiFi Plus (SW30A) goes with the Smart Hub Plus (SH31B).

I now need EE to send me the right extender for my new hub. 

[Christopher_G]

Hi @Almamay5 

I know you've already spoken with our Customer Support team a few times, but they're in the best position to be able to help you with this.

I recommend getting back in touch so they can help sort this out.

Chris

[Almamay5]

Hey @Christopher_G 

Can you explain why my complaint was closed after I spoke to Executive Complaints on 28 Sept?

Can you explain why the equipment promises on the call with Executive Complaints on 28 Sept was not delivered. I was promised it would be here today. There are no pending delivers in the Orders -> Broadband Track Orders section of my account. 

It looks as if after I spoke to Executive Complaints on 28 Sept the whole thing was closed without being resolved. This would be the SECOND time a complaint has been closed in the last month about the same problem in a week and a half. 

Still no Parental Controls that I specifically asked for when I renewed my broadband contract. 

What do you suggest I do? 

[Christopher_G]

Hi @Almamay5 

We don't have access to customer accounts here in the community, so I can't see the reason why the complaint is closed. I'm going to send you a private message to try and get you some help, though.

Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[Almamay5]

Nothing works here. 

I tried to reply to your message but it wouldn't let me because it said I had html in it. I think it is because I cut and pasted the account number from my email. Anyway. Now because I tried to send it I've "reached your limit" of the number of messages I can send today. So I can possibly try tomorrow. 

[XRaySpeX]

Ignore the HTML error and click Post again.