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Wifi 7 Pro SSL/wifi controls issue

GaryT1
Investigator
Investigator

‎24-01-2026 11:10 AM

Hi, Been on to EECS all week and being told there is nothing wrong on my account but since upgrading to 7 pro last week I have been unable to access some sites on the connection. Reddit was the first one I noticed but after some investigation there are also issues on other sites such as bet 365 which leads me to think it could be a parental controls issue. Problem is my hub will not allow me to set up wi-fi controls in the app. Tried all the usual reset of router, redownloaded app etc. The CS agent has dispatched a replacement hub to try so hoping that will work but just posting to see if anyone else has had similar issues.

comes up with ERR_SSL_VERSION_OR_CIPHER_MISMATCH, sites load fine on 4g connection

@tech 

 

0 Helpful
6 REPLIES 6
bobpullen
Star Contributor
Star Contributor

‎27-01-2026 09:54 AM

I agree it sounds parental controls related.

Have you ever had Parental Controls enabled, has this only started happenign since the 7 Pro was installed, and what hub/package did you have previously?

What problems are you encountering when trying to configure WiFi Controls?

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GaryT1
Investigator
Investigator
In response to bobpullen

‎27-01-2026 09:52 PM

I don't think I've ever had parental controls working on the previous hub and issued started when new 7 pro installed. They sent another new one today with no joy there.

EECS asked me to reboot hub, delete app, redownload and log back in. Still getting a message stating:

We cant load this information. Not your fault its ours Try again or give it another go later.

EE CS this evening still no help and promised call back from technical but did not get this. I am honestly at my wits end and considering wrapping up all of me contracts with EE after many years. 

 

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bobpullen
Star Contributor
Star Contributor
In response to GaryT1

‎29-01-2026 01:08 PM

@GaryT1 wrote:

We cant load this information. Not your fault its ours Try again or give it another go later.

At what point do you encounter that error? Is it when trying to launch/log into the App in general, or once you're logged in? If logged in, what are you tapping on that leads to the error? There are a few ways to navigate to WiFi Controls and I'm wondering if it's specific to a certain 'route' 🤔

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GaryT1
Investigator
Investigator
In response to bobpullen

‎31-01-2026 01:26 PM

from the manage homepage and the broadband page and parental controls, broadband link. All the same. App logs in fine. Waiting 3 days now for a call from the DI team this is really frustrating it’s been going on 3 weeks. 

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bobpullen
Star Contributor
Star Contributor
In response to GaryT1

‎03-02-2026 04:33 PM

@GaryT1 - what hub did you come from? Was it the Smart Hub/Smart Hub 2?

Parental controls is implemented differently depending on what hub you have; the older hubs (e.g. Smart Hub 2) seem to use 'basic' DNS filters, whilst the newer hubs (e.g. Pro) are doing something a little more 'intelligent'. Given you can't get into the app to check the intelligent bit, then here's an idea...

If you have a Windows machine that's affected by the problem, try opening a command line window and carry out some DNS lookups to a few of the sites that you're struggling to get to, e.g: -

> nslookup reddit.com 81.139.56.100

(replacing 'reddit.com' with any address you're struggling to get to - but keep the 81.139... IP address at the end).

After pressing Enter, a bunch of IP addresses will be returned e.g. for Reddit I'd expect to see 151.101.x.x IP addresses. If you see something else - specifically a BT-owned IP address - then it's a pretty decent indicator that the DNS parental controls are getting in the way.

If the above suggests it is a parental controls problem then one way you might be able to work around it is to change the DNS server addresses being dished out by your Pro.

  • Navigate to the Hub Manager at http://192.168.1.254  
  • Once you've accepted the security warning etc. navigate to Advanced Settings > My Network (you'll be prompted for the hub admin password)
  •  Select the 'IPv4 configuration' tab
  • At the bottom of the page there's a 'DNS Server's section. Flick the toggle to 'NO' and enter some DNS server addresses that aren't EE's e.g. below I've used Google DNS: -
    Screenshot 2026-02-03 162604.png
  • Save the changes
  • Give the hub a swift reboot and see if it's helped

It's a bit of a 'hacky' solution to your problem but it might help alleviate the hassle whilst support are looking into whatever is wrong with your account.

0 Helpful
Jacob_
Investigator
Investigator

‎03-02-2026 09:03 PM

Where are you getting ERR_SSL_VERSION_OR_CIPHER_MISMATCH? trying to load external websites or trying to access https://192.168.1.254 ? 

Depending on your browser, you can change the settings, if you're using chrome, enter this in the address bar,  chrome://flags 
search for tls 1.3 hardening 

It should show TLS 1.3 hardening for local anchors, enable it. If it's doing it for external websites, i.e reddit, bet365, it seems like either the router is doing something (web filtering) or you have software installed on your PC that is doing the filtering. 

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