@Javierr if on mobile, have you got content lock on? You can check this in settings either via the app or by logging into your account, as this is what it appears to be, and content lock would need to be off.
If on contract you can change this in settings yourself, but if pay as you go, you will need to get customer service to do this for you and pay a refundable amount, either by ringing them, or going into a high street store with some form of ID.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
