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? 

[Rach_H]

Hi @Almamay5,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your Parental Controls, as this isn't what we want to see. I'd recommend reaching out to our team, and they will be able to look into why these aren't working as expected.

Rach

[Almamay5]

Thank you for directing me to your team. I have already contacted them about this two times in the past week and spoken on the chat function extensively. Solutions were not found. This is why I am posting here. 

I managed to get the parental controls to work for a brief period and now they are back to no controls. Anyone else had this? 

What is the solution?? 

[Rach_H]

Have the team advised you of the next steps for getting this resolved @Almamay5?

Rach

[Almamay5]

Yes. And it didn't work. I'm back to where I started. 

[Rach_H]

Did they mention what else they would be able to do given what they've already tried hasn't worked @Almamay5?

Rach

[Almamay5]

No. I will try again to contact them for help and report back.

[Almamay5]

I tried again today. Dialed 150 and after some time I spoke to someone.

They did a factory reset on the hub and told me to delete and download the app (again! 3rd time I've done this). By deleting the app and reinstalling I loose the names of the devices on the hub. The person on the phone instructs me to set up a group that I want to set time limits to. I said I can't do that whilst on the phone with her and she says she will send a text with a link to set up a time for someone to call me. The call ended 40 minutes ago and still no text with link. 

The parental controls are on so I tested them. I can access the blocked websites with my laptop and can access them. 

The answer to this cannot be continually asking a customer to restart their hub and delete and download the app! This needs to be sorted out. 

[Almamay5]

5 hours later after a hub factory reset, deleting the app and reinstalling, still not working!!!!!!!!!!

Still no text with promised link for call back. 

[FAM0422UK]

If you have a EE SmartHub Plus or Pro you can set your own DNS for example cloudflare family filter 1.1.1.3 works well.