cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Broadband help

For queries about your TalkTalk broadband service.

Home safe stopped working after engineer visit.

Darren19701
Team Player
Message 37 of 37
We had an engineer install full fibre broadband to our property on Friday. 

 

He put in a new terminal box and then connected it to our wifi hub using a cable supplied by Talk Talk.

 

Since then the home safe setting have not worked at all.

 

I contacted TT and they took me through all sorts of changes to our computers but nothing made a difference. It seems obvious that the change to fibre is the issues, but TT aren't being very helpful. I can expect a call from an engineer, but probably not until after Christmas.

 

This is too long to wait for me, so does anyone have any idea what might be happening? 

 

I thought it might be that the router is pointing at a new dns, but the dns is still 79.79.79.79

 

It's very perplexing and upsetting.

 

Thank you.

0 Likes
36 REPLIES 36

Message 21 of 37

Hi Darren19701,

 

Thanks for updating your profile. We thought you were a future fibre customer because of your comments in your first post about having full fibre installed. What service did you have before the upgrade?

Chris

0 Likes

Message 22 of 37

Thank you. As far as I'm aware I'm not a future fibre customer? I've just a regular broadband account.

0 Likes

Message 23 of 37

I've added contact details onto my profile.

 

Apologies for posting twice, but the initial message on Fibre was being ignored.

0 Likes

Message 24 of 37

OK thanks martswain, I know the OP won't have telephone number but the other info may be useful 🙂

 

Thanks

Chris

 

 

0 Likes

martswain
Philosopher
Private Message TalkTalk
Message 25 of 37

@Chris-TalkTalk the OP, @Darren19701  has had FULL FIBRE installed so they will not have a phone number unless part of the VoIP trial.

 

They have also opened the same issue in the FIBRE board here

 

https://community.talktalk.co.uk/t5/Fibre/Home-Safe-Not-Working-Since-Full-Fibre-Broadband-Installed...

 

Maybe this should be moved to the FUTURE FIBRE board.

0 Likes

Message 26 of 37

OK thanks. 

 

Can you please update your community profile to include your:


  • Name

  • Telephone number

  • Alternative contact number

  •  

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.


 

Thanks

Chris

0 Likes

Darren19701
Team Player
Message 27 of 37

Yes. Definitely using talk talk.

0 Likes

Message 28 of 37

Could you just confirm that you're definitely accessing the Internet via your TalkTalk router and not your mobile phone network?

 

Chris

0 Likes

Message 29 of 37

Yes. For example bet365.com is a gambling site that should be blocked but can be accessed via three different laps tops and two phones.

0 Likes

Message 30 of 37

And you can access sites that should be blocked, on more than one device?

Chris

0 Likes

Message 31 of 37

I have a sagemcom wifi hub router.

0 Likes

Message 32 of 37

And you have the Sagemcom router?

 

Chris

0 Likes

Darren19701
Team Player
Message 33 of 37

Yes. I've tried that. Does not make a difference. Still no protection from harmful sites.

0 Likes

Message 34 of 37

OK thanks, have you tried switching it off and back on again in My Account? If you haven't then can you give this a try and let us know how you get on

Chris

0 Likes

Message 35 of 37

Hi Chris. Yes it is.

0 Likes

Chris-TalkTalk
Support Team
Staff
Private Message
Message 36 of 37

Hi Darren19701,

 

Is HomeSafe enabled in My Account?

Chris

0 Likes