Smart hub plus parental controls

[Paul4110]

hi have received my smart hub plus and was activated yesterday but on the ee app is not showing any devices that are connected and not showing any parental controls to set up so I can give kids the password 

how do I fix this 

ps I am using a iPhone xs 

[JimM11]

@Paul4110 Once your account is connected and the EE Smarthub+ also connected to the EE app, then you can setup the parental controls that are required, there are NO PASSWORD's to give the kids it does not work that way, you are the deciding factor on the setup and operation of what is going to happen with BB restrictions all via the EE Router. The EE app Game, Home, Work & Learn and in your case the ios version and a few other filters... Copied the 2 help links from EE below.

How Do I Turn On Parental Controls on My Device? | Help | EE

Using Parental Controls on EE | Broadband Help | EE

[Paul4110]

Thanks jimM11 have got the ee app with hub up on it but not showing any devices 

have seen those help topics but not showing what they say 

sorry what I meant by giving the kids the password was I can’t connect them to the WiFi as it’s unrestricted at the moment 

[JimM11]

@Paul4110 So it's one of three problems, your EE app is either not connected to your account, or the EE app is not connected to your router, or it's both of the above. The connection too all of this is just not instant, because you got it all yesterday does not mean that on Monday it all started to work. Have a look on your app, to see what you can do to the account, ie can you see bills, can you see the order and state that it is/was in etc, when the app looks at the router, did it connect, failed and if you cannot get it to go, then EE CS may be able to take look at there end to what is going on.

[Paul4110]

Thanks again yeah the app seems connected to my account can see the bills and also done a speed test on the Wi-Fi through the app and everything seemed ok 

will try calling ee CS 

[Paul4110]

Update 

have spoke to ee CS tried and few things rebooting hub from start reinstalling ee app trying app on different device to no solution 

ee have raised an issue but got to wait at least 3 days 

if anyone else has had this problem how was it solved 

thanks