Safe Search won"t turn on

[PF15]

Hi - can someone from EE technical support please help me with this. 

I can't be the only customer experiencing this problem. Anyone else out there having the same problem? 

"Safe search" blocks all the porn sites & probably lots more dodgy stuff that I don't know about. I have children and don't want them accessing these sites (or their friends when they are here). 

I have spoken to 2 different EE customer service people over the phone for a prolonged period. Neither of them were able to help & have supposedly escalated to a higher level. This was several weeks ago however & I have had nothing back from EE 

The only way to turn on safe search is via the App.  The web based user account page does not have this ability. 

I have uninstalled & reinstalled the app. I have reset the router. I have tried everything I can think of..

When I try & turn on "safe search" it doesn't turn on. I have an Android phone & everything else works on the App. See screenshot with message at bottom saying "safe search didn't turn on".

EE - you have a duty of care to provide a safe space at home for families. Please can you contact me & help. If anyone else is having this problem please post on this conversation & maybe EE will come up with a fix. 

 

[JimM11]

@PF15 Just use this to see what and how long.

Search - The EE Community

[PF15]

?? @JimM11 

There is nothing currently on the forum about safe search not turning on. 

Only loads of people who want to know how to turn it off. 

I know how to turn it on & off - my issue is it won't turn on. 

Thanks. 

[Northerner]

Hi @PF15 

Is your app correctly associated with your account. 

Thanks 

[PF15]

 yes.  Factory reset router. Unistalled & reinstalled EE App. Connected App to router (including verification of age on EE account page) Checked i am admin & have admin password etc

Still same result as image above. "SAFE SEARCH  DIDN'T TURN ON"  - arghhhh! 

What is the issue?  Grrrrr. 

[Peter_W · Accepted solution]

Hi @PF15, I'm glad to hear you've managed to query this with our team. 

If this was raised with our offline support teams for further investigation, then we would definitely expect you to receive an update on this. 

If you get back in contact they should be able to check over this for you, and look over further options from there if needs be too.

Peter

[PF15]

@Peter_W 

Thank you for your very useful comment. As previously stated in the post I have been in contact with the EE team twice already. This was supposedly escalated to a higher level each time. I have not received any contact from EE technical support since. I am fed up having to waste time on the phone speaking to normal customer service level personnel who cannot help. 

The last phone call lasted more than a hour from beginning to end. 

Anyone got any other suggestions ?  

[JimM11]

@PF15 Take it that you have worked out the 180 flip now, on could not turn it off, people complained, EE flipped it off now cannot turn it on! People complain and stalemate, no more way's to flip it!

[PF15]

@JimM11 

Just looked a bit further into some of your posts. So its not just me.

You reckon EE have flipped safe search to "off" as default due to loads complaining, but by doing this it means it can't now be flipped "on"? 

It's definitely some glitch either in the App or with updated Android operating systems. I've got my partner involved now - she is going to download the App & try from her device (another Android). Last resort will be to try it all on my son's phone which is an Apple & see if it works on that.

I take it you never worked out a fix?

[JimM11]

@PF15 Yes i fixed it, departed EE! Reported today EE FW dumped and updated on the EE Smarthub+ router last night as reported on another post, so you just don't know, but you need to give that sometime as you have ZERO control when it happens, just ensure that the Router remains on overnight!

You may just wish to search app, to see ALL the problems that you are going to yo-yo with and all the time, working today, does not mean working tomorrow, and more so IF you are the Parental control, EE are there to TRY and help and NOT 100% responsible when something does not work!