Images/videos not loading on social media sites

[Jammy456]

I have a really weird issue and im hoping someone may be able to come up with a solution. 

Essentially when im on mobile data images/videos will randomly stop loading on sites like X & Facebook, this happens for about 30seconds then they load again, then they stop again, rinse & repeat.

I know for a fact this is an issue with my EE service because it doesnt happen while on WiFi or using my secondary SIM card. This happens at any location and I could be on 4G or 5G and it will still happen. Additionally if i switch on a VPN it works perfectly through my EE sim all the time. 

I have checked and content lock is off & I have had my sim replaced with an esim. 

My phone is a Samsung S25 Ultra

[XRaySpeX]

@Jammy456 : It could be Switching Content Lock OFF or ON . It is switched on on new & upgraded contracts & seems to affect social sites. If just switching it OFF doesn't help, try switching it to STRICT, reboot your device and then switching it to OFF. That is seeming to do the trick.

[Jammy456]

Hi @XRaySpeX 

Thanks for the reply. When you say OFF, I assume you mean 'Adults' and when you say strict, I assume you mean 'Kids' as I dont see an OFF or STRICT option on the EE app, only Kids, Teens or Adults.

Thanks

[XRaySpeX]

Yes, as it states in that Help article I linked:

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We have three settings so you can choose exactly what level of security you need:

• Strict - Kids (under 13)
• Moderate - Teens (13+)
• Off - Adults (18+)

---

[Jammy456]

Ah yes sorry.

Thanks for the suggestion but it doesnt seem to have solved the issue