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.

[Wibblemonster1]

Smarthub 2

Model number: GRV9517UAC34-A-SA

As an aside I did try seeing if the old BT web portal would work but my services have all fully migrated across and no longer any option to manage my services on the BT side.

[JimM11]

@Wibblemonster1 Just had a look on the BT web site, and it is the access controls that are used, so now called wi-fi, so looks like the app is not controlling the functions you need, have you tried powering of the router to see if it clears back incase it has just got mixed up? Run out of idea's. And really poor that EE cannot set them back to defaults. 

[Wibblemonster1]

No joy. Several reboots and at least 2 full factory restores haven't resolved it

[JimM11]

@Wibblemonster1 And that's why apps should not be the ONLY method of changing settings.... 🤞Hope EE CS can sort it out for you...

[spanieldecks]

Did you get a solution to this? I have the same issue. No ability to control the parental controls. Random sites being blocked e.g. https://www.giordanowines.co.uk/andrea_uk-3 (wine mail order).

I have a BT full fibre router, migrated to EE. If you try to alter parental controls on the EE account, it says 'manage this on your app'. Get the app, and it cannot alter anything.

[Michael_D]

Hi @spanieldecks 

Welcome to the community.

I know how important it is to be able to have access to the parental controls.

Have you spoken with our tech guides at all to get this looked at further?

Michael

[JimM11]

@spanieldecks More than likely the BT router to the EE app not designed to play nice with each other, sure it's on a todo list somewhere to get sorted out...

[spanieldecks]

Actually, this is solved! The EE app DOES work with a BT router, but to get it to function, you need to really ignore all the prompts within the app to set it up (don't go to your settings page, don't scan the router QR code e.g.). You need to manually configure the router and enter the admin password as per the BT router admin password. As soon as this happens, the parental controls and other things appear in the app, and function as expected.