topic Re: Home safe stopped working after engineer visit. in Broadband

Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 09:58:07 GMT

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.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 10:21:31 GMT

Hi Darren19701,

Is HomeSafe enabled in My Account?

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 10:34:34 GMT

Hi Chris. Yes it is.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 11:00:31 GMT

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

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 11:04:01 GMT

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

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 11:11:45 GMT

And you have the Sagemcom router?

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 11:29:34 GMT

I have a sagemcom wifi hub router.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 11:36:00 GMT

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

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 11:41:53 GMT

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.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 11:47:46 GMT

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

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 11:55:00 GMT

Yes. Definitely using talk talk.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 12:10:53 GMT

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

Re: Home safe stopped working after engineer visit.

martswain — Tue, 21 Dec 2021 12:18:41 GMT

@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/m-p/2844056#M352504

Maybe this should be moved to the FUTURE FIBRE board.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 12:39:38 GMT

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

Thanks

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 13:38:05 GMT

I've added contact details onto my profile.

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

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 13:39:24 GMT

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

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 13:50:24 GMT

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

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 13:52:49 GMT

My apologies for not having any understanding of what your customer types are. My package is called fibre 35. That's all I know! The installation visit wasn't even something I asked for. All the houses in my area are being done by Freedom Fibre.

Re: Home safe stopped working after engineer visit.

Chris-TalkTalk — Tue, 21 Dec 2021 14:05:06 GMT

OK, thanks for the clarification. So when you said that the engineer has fitted a new terminal box, did you mean a new Master Socket?

Chris

Re: Home safe stopped working after engineer visit.

Darren19701 — Tue, 21 Dec 2021 14:11:25 GMT

The engineer installed this:

He ran the yellow cable shown (supplied via post by Talk Talk) to our wifi hub router.