Unable to turn off broadband parental controls

[Wibblemonster1]

It appears that overnight our broadband parental controls have been turned on, not by ourselves.

We've recently migrated over from BT and until today we've never had parental control turned on and now we're getting blocked from sites, Google safe search is on, and locked etc and the only way to get around it is by using a VPN or connecting to another network or 5G 

All the guidance says you can control the settings via the app, but the app isn't working. If we try to manage, or enable parental controls it's just reports and error say it can't be enabled.

Nearly an hour on the phone with support this morning got nowhere. They could only  suggest checking the app, a full restore of the hub, reinstall the app etc... no joy.

Edit. Just to also add it's all legit sites that are being blocked suddenly, including National Lottery. The option to turn off or on 'web protect' in the app is also not working.

[JimM11]

@Wibblemonster1 When you look at both of the options with your mobile app are they on or off?

[Wibblemonster1]

On the mobile app for Parental Controls...

The option initially just says "Manage", if you then select you're taken to the WiFi controls sub page, if you're not already in it, after which the option turns to "activate parental controls" which when selected and after about 30 secs just reports the error "Can't active parental controls - try again" but there's no option to try again.

For web protect the option presented is to turn on, when selected it takes you to a web portal which after logging in presents the same option...to turn on. However when selected it reports the error..."we can't load this information...try again"

The errors are the same regardless of being connected to the hub or not.

[JimM11]

@Wibblemonster1 That's the problem with apps and why i do not like them, anyway both options are required to be off unless you specifically want them on. When you spoke with CS, did they not have the ability to switch them the way you needed. I go manage bottom of screen, select broadband top of screen, select WiFi controls, spinning balls then can see Advanced Web Protect and Safe search options with on/off toggles. Give it a try that way.

If CS could do as you needed then that is very very wrong..... 

[JimM11]

@Wibblemonster1 ? is this a BT app controlling a BT router, or the new EE app controlling the New EE router.

[Wibblemonster1]

According to CS they cannot change the settings. Very worrying 

[Wibblemonster1]

It's the ee app controlling a legacy BT Smart Hub. We migrated across.

[JimM11]

@Wibblemonster1 Not sure if the apps display the same way, did you try the method i explained earlier? And would be very worried indeed that they could not set the option, that is very poor. App version i have is version 5.38.0 for android.

[Wibblemonster1]

Same version on Android running on pixel 7 although it's the same on several devices we've tried. Also tried using the same process as detailed above and every variation I can think of...alas it's the exact same issue.

Everything else in the app appears to be function though including groups, speed test, devices connected, change the hub lights etc... it's just the damn parental controls and web protect that very annoyingly, aren't.

[JimM11]

@Wibblemonster1 Can you post the version of the router you have. Will be a label on the rear gives model number. There are 2 versions off the app, so not sure which one controls which hub... Link to the BT hubs below

https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub