Parental Controls

[Burnside5]

I have recently been switched over to Digital Voice (still not working correctly but that's another story!) and am using the new Smart Hub 2. I want to set up parental controls and have followed the instructions, i.e. open the BT App and go to more - Your wi-fi network. But it then try to take me through Hub set-up, even though my hub is already set up and working, so I go through the motions of, already setup, enter details manually then I'm connected now but then get an error saying It wasn't possible to connect to the network. Please try again.

Any idea how I can get access to parental controls and why is the app unable to connect to the network even though it clearly is?

[Burnside5]

This is probably misleading, what I want/need to set up is access controls, i.e. disable wifi for certain devices at certain times

[Ali_A]

Hi @Burnside5 

Welcome to the BT Community

I know you'll be eager to get the controls set up. 

You can find all the information for Parental Controls at BT Parental Controls - Keep Your Family Safe Online

As you're experiencing an error while setting this up, you can find trouble shooting steps at Parental controls | BT Help

Hope this helps! 

Ali

[Burnside5]

Unfortunately none of those links answers my question. I want/need to access Wi-fi controls but when I try to do this via the BT app it goes into the Smart Hub setup, when I click through and say already connected it gives me a network connection error. How do I get around this?

[Ali_A]

@Burnside5 

Ah ok, you're looking to use Wi-Fi controls. 

Following the steps at How do I use BT access controls (Wi-Fi Controls) is causing you to be stuck in a loop? 

Just to check that your mobile is connected through WIFI and not using Mobile Data? 

It should ask are you connected, which you select YES. 

Are you able to browse the internet on your phone while it's connected to your home WIFI? 

Ali

[Burnside5]

I’m already connected and everything is working fine, it is only when I try to access WiFi controls does it take me through the smart hub set up and it errors saying unable to connect to the network…that it is connected to

[Burnside5]

 

[Ali_A]

@Burnside5 

Thanks for the screenshot. 

Are you able to delete and reinstall the BT app? 

Ali

[Burnside5]

Tried that, also done a factory reset of hub, but still get the same result 

[Ali_A]

@Burnside5 

Thanks for trying this. 

At this stage you'd need to call Customer Care so the team can check the router is linked correctly to your account. 

This will allow the App to detect it successfully.

Contact BT | Call us or chat online | BT Help

Ali