Help with Content Lock
Content Lock on EE helps to keep you and your children safe online by blocking 18-rated content.
We have three settings - Strict, Moderate and Off so you can choose exactly what level of security you'd like.
Please note: All new and existing accounts with Content Lock enabled have the "Moderate" setting applied by default. Content Lock is only activated when you're using our network - not when you're using WiFi.
In My EE
- If you're the account holder you'll be able to turn Content Lock off. If you're not the account holder, please ask the account holder to change your settings.
- Enabling Content Lock in My EE will activate the "Moderate" setting. To activate "Strict" Content Lock, please text the word Strict to 879.
*Please note that changing your settings through My EE is for pay monthly customers only. The following methods can be used by both pay as you go and pay monthly users.
- you can change your Content Lock settings to Strict or Moderate, by texting the word Strict or Moderate to 879
- if you have a 4GEE WiFi device, you can send a text from your 4GEE WiFi number by using Connection Manager. Just type 192.168.1.1 into your browser (password/user name is admin) and use the SMS message sending feature
Change or remove Content Lock
From the EE blocking page, you can remove Content Lock using a credit card or by logging in to My EE.
Call our Content Lock service
- call us on 1818 from the EE device on which you want to remove or re-apply Content Lock.
Please note: If you want to turn Content Lock off you will again need to complete a simple credit card age verification check.
Just visit an EE store with any of the following approved photo ID - passport, full driver's licence (photo and paper), EU card or citizen card.
If none of the above methods works call us on 150. Charges may apply. 4GEE WiFi and tablet customers can call us on 08454 123662 from any other device.
- if you try to access 18-rated content and Content Lock is not turned off, a blocking page will be displayed, you will need to complete a credit card age verification check using the online form to view the content
- if you're a Corporate or Business user, you may not have the permissions required to change the settings and will need to contact your account manager
- Content Lock does not work when accessing the internet using third party WiFi networks. That's because it only works on EE's mobile networks
- If you try to change your Content Lock settings, we'll check your credit card details match the name and address on your EE bill. If you're an American Express or Diners card holder, we'll take £2 from your card and refund it straight away. "Content Lock removed" will show up on your credit card bill.
Moderate - This is the default setting for new customers and existing customers who have enabled Content Lock. With Moderate you have access to social networking sites but not 18-rated content in accordance with BBFC (British Board of Film Classification) guidelines. Additionally we will be blocking HTTPS Pornography sites to Moderate users from 6 July 2017, more details below.
Off - With the "Off" setting you have full access to the internet - including 18-rated content.
Strict - This is the safe setting for children under 12. This setting filters the same 18-rated content in accordance with BBFC Guidelines, but also content that the BBFC would rate higher than 'PG' and other content that is not suitable for younger children including chat, dating and unmoderated social networking sites.
Please note: We are now blocking secure sites for Strict users (sites showing HTTPS in the URL). This means that some webpages you may have been previously able to access will now show as "Timed out" or "No Response". Additionally we will be blocking HTTPS Pornography sites to Moderate users from 27 June 2017. This does not mean we are making our parental controls any stricter, we are just blocking the sites that should already be blocked for your setting according to British Board of Film Classification guidelines.We already block HTTP websites and are now doing the same with HTTPS, the S stands for secure and means all communications between your browser and the website are encrypted and hidden from us.
New for Strict users from 20 June 2017 - Google SafeSearch - Will mean you are even more protected with the new feature called Google SafeSearch. When using the Google search option, this additional safety feature will prevent websites being returned within the search that relate to unsecure, adult content. Google SafeSearch will be available for Strict users on Content Lock. This feature is built into the Strict settings and cannot be turned off. The only way to remove this would be to change from Strict parental status over to Moderate or Off.
The mobile industry uses the BBFC guidelines to determine what content should be rated 18.
If you believe a website or content has been misclassified please email Safeguard@ee.co.uk and we'll review the matter for you.
What about illegal content
Content that is inappropriate to some may be acceptable to others which is why there is a robust framework in place based on BBFC standards. However, there is a clear distinction between inappropriate and illegal content and we work with the Internet Watch Foundation to ensure that child abuse images are automatically blocked.
If you or your child stumbles across an image or video online which you suspect shows child sexual abuse you can report securely and confidentially to the Internet Watch Foundation
If you believe your child is receiving illegal or seriously offensive messages from an adult in a chatroom or on a social networking site, then report it to the Child Exploitation and Online Protection Centre
Important information for parents
Be careful if your child is given a second-hand phone or SIM card. It's always best to call 1818 to see if Content Lock is turned On or Off. If you want to apply the Strict setting for an under 12, text the word Strict to 879 from the device you want the setting applied to.
If your child is using a device connected by 4GEE WiFi make sure the correct setting of Content Lock is applied to the 4GEE WiFi.
Some content, such as apps and encrypted secure sites may contain adult material that will not be blocked by Content Lock, so it is important for parents to stay aware of their child's internet use.
Make sure your computer system has protection against viruses and illegal content. To find out more about protecting your broadband go here.