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.

[Jcj25]

I have the same problem and it's really getting to me. I'm a fairly new EE customer and very unhappy with them!  I was told it was parental controls. So I removed the controls fully from my devices but it still does the same.  I called yesterday to be told it was the tplink booster I had to buy as signal is also weak in my house! GRRRR I was told by them to buy one.  It's not the booster, no one at EE knows what they are doing, pot luck customer service.  Everyone in our house has to turn internet off the phones to access Facebook or Instagram 

[Alex_H]

Hi @Jcj25,

Welcome to the EE Community

Just to clarify, do you have a 4G Smart hub like the OP or is it fixed line broadband you have with us? Have you restarted the hub itself since you made changes to the parental controls? 

Have you tried accessing other sites such as gambling ones that would be restricted by a parental control setting, to see if the parental control is still in place or whether something else may be causing the issues connecting to those two apps/sites? 

Alex

[MissMossy]

I have found out the issue. I thankfully managed to speak to someone who
worked it out. Basically under parent controls, the slider has to be by
light. If its on moderate, it blocks social media. Something so simple!!

[Jcj25]

Hi Alex,  I have the black rectangle hub, presume it's the newer one as only been a customer  since July.  I did restart the hub since changing it yes, and also can use sites such as national lottery app it's purely Instagram and Facebook that's the big issue, as I say I have turned restrictions off for me and the same problem 

[Christopher_G]

OK, thanks @Jcj25 

I think the best thing to do here is speak with our Customer Support team, so they can check everything from our side. Hopefully, they can help get this fixed for you.

Chris

[JimM11]

@Jcj25 Since you appear to be unsure what you have, here is the link to the landline BB Routers that EE are doing.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Jcj25]

It's a smart hub plus 

[Jcj25]

No they couldn't, just blamed the booster for draining the WiFi they said.  Even to an untechnical person like myself I can see that is just nonsense