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ISP Parental controls are bypassed by Eero

My ISP has adult control at source but when connecting via Eero it bypasses ISP adult filter control. Eero Secure is subscription service but I don't understand why Eero doesn't enforce ISP filters. 

I tested this as follows...… I connected to the router with WIFI still active and all adult sites are correctly blocked by ISP. When I connected to Eero device all sites are active.  I'm pretty sure this worked previously but I have no idea why it doesn't work now.

Any advice would be appreciated.  

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  • Hello,

    The best way to identify why this is being affected would be to ask your ISP how they are blocking the sites. If they are controlling site blocking through their DNS settings and your eero network is not using those DNS settings then that could be why. I would check first with your ISP and find out how they are blocking the sites and then reach back out to me here. After we obtain this information we will be better equipped to continue troubleshooting.

    Thank you,

    James

    eero Support

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      • edahuk
      • edahuk
      • 6 mths ago
      • Reported - view

      James 

       

      many thanks fir the response . I understand it is DNS settings 

      Like
      • edahuk
      • edahuk
      • 6 mths ago
      • Reported - view

      James 

      I have managed to fix the issue and it’s in the Eero App. 

      when you press discover -> eero secure -> toggle on Advanced security then ISP adult control is switched off 

      if you toggle off then ISP adult control is back 

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  • Hello,

    Turning off eero Secure would be an option. I am happy you were able to find a resolution that satisfies you. If you would like to keep troubleshooting let me know.

    Thank you,

    James

    eero Support

    Like
      • edahuk
      • edahuk
      • 6 mths ago
      • Reported - view

      James

       

      it looks the fix was temporary. It seemed to work for a while but today it’s unfiltered again . It looks like I will need further help from you.

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    • edahuk Hello,

      Sounds good! We'll need to start gathering the information I requested previously. Were you able to contact your ISP and ask them how they were setting up their parental controls? We have an idea of how it is done, but it would be best to get that information from the ISP itself. Also, I want to make sure, did you turn eero Secure back on or was it still off and it stopped working?

      Thank you,

      James

      eero Support

      Like
  • I have reset network and noe it’s working again. Something isn’t right about eero device. Why should it work intermittently? What is causing it to bypass isp security? 
     

    to answer your question I’m using virgin media with eero secure off and virgin use DNS

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    • edahuk Were you able to verify with Virgin how their security works? This is going to require a closer look at your network to try and identify what could be happening here. Can you please give us a call or email support@eero.com describing the behavior and in the subject line please put in "Community Follow-up". So I can locate the ticket.

      Thank you,

      James

      eero Support

      Like
  • Done 

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  • 6 mths agoLast active
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