Parental control loss during updates

[Redders4]

I find the constant updates difficult as I I can't control my daughters internet access at these times.  This is not really acceptable.  

[Rae0702]

Completely agree, I have been having similar issues.

[Jw140]

Very frustrating and is very unreliable when the tools that we have to control our children’s usage keeps getting dis disrupted by supplier

[Katie_B · Accepted solution]

Hi @Redders4.

Thanks for coming here. 

Do you see any error messages?

Our app usually goes down for maintenance late at night when there is a low usage from customers. 

I am sorry to hear that this has affected you being able to use controls last night.

Katie

[Redders4]

Night time is when I need to control the use more . She knows that the app is affected.  Unfortunately my daughter will do anything to get online which is why we wanted to always be in control.  I don’t think I’m the only parent whose child is extremely determined to get onto tech and it is a problem for us.  

 I understand maintenance is required but this is very regular.  I don’t have any other apps do this so often.  It has happened again tonight.  

[Smudge253]

I totally agree, every time I go to amend the schedule to give an extra half an hour the app is down. Trying to explain that to a child who is Neurodiverse is challenging. It seems to be every other night as well

[Puggy23]

I absolutely agree, having 2 sons myself I find it extremely inconvenient when, very often I can not block there internet. Evening is actually the worse possible time to not have access to the app.

[Smudge253]

I totally agree. I switched to EE so that I could control the Internet usage on my child’s devices.

They know when the cut-off time is and will even sneak downstairs when everyone is in bed asleep. to prevent this from happening. I can pause the Wi-Fi throughout the whole Home, but this is not ideal as it means I have no access myself. 

When the app is down it takes that control away from me. I appreciate that maintenance updates need to be done but it seems to be a regular occurrence not just once in a while. 

Again, I accept that there will be times that this happens, but it’s too frequent.

[Leanne_T]

Hi @Smudge253 

We appreciate the feedback and apologise for any inconvenience caused during maintenance for the EE app and online accounts. This is needed for updates and improve performance. 

Leanne.