Facebook and Instagram not loading on Smart 4g Hub

[Toby192]

I have a Smart 4 G Hub ( since February 2024) providing all my home broadband and wifi. All of a sudden we are unable to connect to Facebook and Instagram via wifi which will not upload and refresh. Previously both were working fine.The only network change that I can think of is my recent phone request to EE help desk to unlock the Parental Control setting on my service, which I understand is the default setting.Could this have caused the problem ,in which case what do i need to resolve it? Facebook and Instagram seem to work on our 5g phone service when wifi has been disabled.

[JimM11]

@Toby192Link as you requested. Check's and allows switching both way's.

How Do I Turn On Parental Controls on My Device? | Help | EE

[MissMossy]

Did you get this sorted? We are having the same issue

[Peter_W]

Hi @MissMossy!
Thanks for reaching out to us about this 😊

Is it just these two websites you've noticed these issues with, or is it further reaching too?

If you have access via the EE app, it's worth checking to make sure that strict content lock isn't enabled, as this will block social media sites.

You can find out more here:

How Do I Turn On Parental Controls on My Device? | Help | EE

Peter

[MissMossy]

Hi, it's only Meta apps such as instagram, Facebook and WhatsApp, nothing else. I have checked the parental controls. They arent set for mine and my husbands phones so can't work it out.

[Peter_W]

Thanks @MissMossy, if it's a Smart 4G Hub then you should be able to set this at an account level rather than per device. 

Did you check the instructions in the article I shared above? 😊

If your mobiles are on the same account, are these able to connect to Meta sites when using mobile data?
Peter

[MissMossy]

Hi

Yes they can. I'm not sure which hub we have. We only just joined if that makes a difference 

[Peter_W]

@MissMossy Having recently joined shouldn't make a difference here, but I'm not aware of any issues with Meta sites specifically. 

If you give our technical support team a call, they can check over a few details on how things are configured at our end, and if needs be get this investigated further, too.

Peter

[MissMossy]

I did try that and an engineer came out but he was stumped. He's sending a
new router but not sure that's the answer!

[Peter_W]

Thanks for the update here @MissMossy.

Fingers crossed this should get things sorted out, but please keep us posted on how things go 😊

Peter