on 14-09-2013 07:19 PM
no i'm afraid i have not had a response to this homesafe issue sorry.
Three months this has been ongoing, the overseas call centres have no idea what i'm talking about, talktalk customer service put in a fault request without asking about the particular fault, check the line and send you a txt explaining the line is ok. The forum is very biased and pro talktalk so all you can do is persevere.
Good luck, you'll need it.
on 15-09-2013 01:19 PM
I guess you would have tried switching it back on and off again. I would try this and maybe make changes to the settings in between switching it back on again. Wait until you have the email confirmation that it has been activated as well.
Hope this helps.
Just a quick thought, restarting the router?
on 19-09-2013 12:41 PM
Same here despite folowing talktalk advice(deleting browsing history & trying to reset homesafe settings) . The homesafe app seems to have switched itself on today without me going near it, & I now cannot access various sites I look at every day, bookmakers etc. Its very annoying. If anyone gets this reolved please advise.
on 19-09-2013 06:37 PM
I have moved your topic for OCE attention, it may be that you need an account reset or similar to enable homesafe to be properly deactivated.
In the meantime, log in to your router and change the DNS from 'auto' which uses Talk Talk DNS servers and will be affected by Homesafe to your own DNS server IP.s.
You could use Googles;
primary - 126.96.36.199
secondary - 188.8.131.52
OpenDNS also have their own filtering system you can use if you need one, and it is in my own opinion far more configurable that Talk Talks...
(Choose the free option);
on 19-09-2013 10:04 PM
Thanks for your reply Fred, yes, changed DNS to Googles a while back.
An account reset on TAltalks side sounds interesting although getting them to do it is even more interesting, as i said, i put in a fault request, even giving a couple of examples of sites i cannot get to, and all i get is a txt saying "your line is ok" or to that effect.
on 23-09-2013 03:51 PM
The problem is that your router has the wrong username and password, for some reason your router is authenticating using a number that isn't yours ending in 1931.
The actual customer who's details you are using has homesafe active.
So we need you to login to you router and see if there are any login details populated in the username and password fields, if so remove them and add your own details this will resolve the problem.
Let me know if you cant locate your own username and password.
on 23-09-2013 08:11 PM
Firstly, thanks Arne for getting back.
My router is authenticating using a number that isn't mine ending in 1931? I take it these are the last for digits of my home number? If so, yes, they are incorrect, mine are 2209.
My password and username are the same as the "Welcome" brochure info i received so i have no other info to replace this. I did try replacing with an other name but the system will not allow and sets it back. I therefore re-entered the brochure info as originally.
Something i am missing or does this make sense?
on 23-09-2013 09:07 PM
username is usually firstname.lastname@example.org
all ADSL settings here;
automated password retrieval service on 0870 0875 562 at any time. Calls are free from your TalkTalk home phone line.
If it won't take your settings, use reset hole, use paperclip and press/hold for 10 seconds. Then you will need to enter the details as above.
on 24-09-2013 03:23 PM
Yes settings are as they should be, all as per welcome brochure, my email@example.com and password from brochure.
This is why i cannot understand how you are seeing someone elses number.
on 26-09-2013 10:52 AM
The details in your welcome pack are wrong, the details you have is another customers detials.
So If you fill out this form, where it asks for twitter name, you enter: Forum jimbasejimi, fill out the rest of the form, after you submit it you should recieve a 12 digit reference code, if you post it here, once recieved I will email you the correct login detials.
This will solve the problem.
26-09-2013 06:54 PM - edited 26-09-2013 07:00 PM
Ok thanks again for your involvement. I have entered "forum jimbasejimi" on "twitter name" and sent, waiting for email now.
Will reply as soon as i get 12 digit reference code.
The only thing that confuses me, is that the telephone number on the brochure is correct for my line, maybe the password is the problem?
Anyway we will see
Edit: Just received 2 emails, first to verify my sent form, with my details.
Second with incident number (Your incident number is 130926-003186.)
Hopefully this is what you require.
on 03-10-2013 01:25 PM
Sorry for the delay
Ok I'm going to send a new router, somehow when the connection hits our server it shows the wrong authentication details. If this doesn't work I will pass this back to our network team.
The new Router should be with you shortly