Red sea reefer ReefBeat app

[Mason37]

Hi I have a marine fish tank and because the internet is through BT/EE I can’t connect to the Red Sea reeferbeat app. Red Sea customer support have said the following as it’s a known issue but I can’t see how to action the below on EE. 

1. Log in to My BT  with your BT ID.
2. Scroll down to the 'Your Security' section and click Manage in the 'Parental Controls' panel.
3. Select Add allowed and blocked sitestab.
4. Under 'My allowed websites', in the box starting with the address of the website you wish to allow. Sites can be accessed by several different addresses. The best way to ensure it is allowed is to add the site without the ‘www’. For example, if you wanted to allow Facebook then you would add ‘facebook.com’ to your allowed list.
5. Once entered, click the blue button at the end to add the website to your allowed list.
6. You'll then receive a confirmation message at the top of the page and the address will be shown in your allowed list

Please help! I have some very expensive fish tank equipment I canny use! 

[Chris_B]

@Mason37  What router do you have ?    What are you using to login with ?  An app or the IP address to access the admin of that router? 

[ProfAssessor]

Hi, I have the same problem as outlined above and have limited accessibility on my reefbeat app. Are you able to advise on the best way forward? I have an EE router and use my iPhone to login to the app.

Many thanks in advance,

PA

[Leanne_T]

Hi there @ProfAssessor 

Thanks for coming to the community. 

Have you been able to access all features in the app previously? 

Have you tried restarting the router and deleting and re-installing the ReefBeat app? 

Leanne.

[James00001]

Hi,

I also have not been able to launch or connect to the Reef Beat app since early January and have been told by EE/BT that there is no problem.

Red Sea claim:

BT/EE confirmed they rolled out a massive security update to their system over at the end of December, which resulted in a blanket blocking of multiple websites/applications the update deemed as a potential security risk. This unfortunately included ReefBeat. BT/EE have since recategorized https://www.reef-beat.com as " Content Server” and the Red Sea devices are reconnecting back to the Cloud, however some customers are still unable to view their devices in ReefBeat. BT/EE assure us they are continuing with their investigations into the issue, but have not provided us with a completion date due the complexity of the issue.

BT/EE need to provided the following correct guidance to customers in order to resolve this blocking issue allowing for the Web Protect to remain active.

This is an issue that BT/EE have created and they need to whitelist reef-beat.com URL

Thanks.

[Christopher_G]

Hi @James00001 

I messaged our website categorisation team to make them aware of this thread. Are you still having this problem? If so, have you tried the steps in the original post to allow access to the specific URL?

Chris

[James00001]

No one from your team could give a sensible answer to the blocking issue to do with parental control.

After speaking to your team who didn’t really know what the problem was,  I then spoke to somebody who reluctantly suggested it might be the old BT router was not properly compatible with the EE app.  So I got the replacement EE router and it all now works.

But what really annoyed me was being told that BT was becoming EE and not providing me with the new hardware to properly use it and wasting loads of my time.

Will be ditching EE as soon as its up for renewal.

[Ali_A]

Hi @James00001 

Thanks for keeping us updated that you had contacted the technical team and now have access your services again as expected. 

Glad to hear it's working for you now. 

Ali