topic Re: Internet down every Sunday at midnight in Broadband

Internet down every Sunday at midnight

Rettie123 — Mon, 19 Feb 2024 00:14:11 GMT

My Internet goes down every Sunday at midnight till about 1am for months now similar to what others have posted. I don't have safe search enabled as I understand but also get technical errors when trying to view these options in my account.

I've done multiple router resets, full power off etc.

The errors I get are ssl related errors for every website. It's trying to load some talk talk site when browsing to any site eg Google.co.uk

Re: Internet down every Sunday at midnight

Debbie-TalkTalk — Mon, 19 Feb 2024 07:45:28 GMT

Hi Rettie123

I'm really sorry to hear this.

Please can you log into My Account and check to see if HomeSafe/KidsSafe has been switched on?

Re: Internet down every Sunday at midnight

Rettie123 — Mon, 19 Feb 2024 13:45:37 GMT

Hi @Debbie-TalkTalk ,

When I login to MyAccount and select the security section (https://service.talktalk.co.uk/myaccount/security) I get an error so unable to check if this is enabled. More details on the error below

There was a technical error

We’re sorry and working hard to resolve this. Please try again later.

HTTP 500 error from https://public.online.webservices.talktalkgroup.com/api/v2.0/rest.php/network/security

Re: Internet down every Sunday at midnight

Treheveras — Mon, 19 Feb 2024 22:10:55 GMT

Sorry to say I’ve been having this issue for weeks now.
I’ve learned that it’s a low priority to fix it as so few users are affected.

There are at least 4 active posts on the community pages related to this issue to my knowledge.

Re: Internet down every Sunday at midnight

Rettie123 — Thu, 22 Feb 2024 10:50:42 GMT

@Debbie-TalkTalk any updates on this please?

Re: Internet down every Sunday at midnight

Arne-TalkTalk — Fri, 23 Feb 2024 09:55:29 GMT

Hi @Rettie123

While this issue is still ongoing, there is a work around to stop this happening.

If you log into your router and change the DNS settings this will bypass Homesafe instructions can be found on our help page Using 3rd Party DNS - TalkTalk Help & Support

The root cause of the fault has been identified and a fix will be implemented as soon as its been tested.

Regards

Re: Internet down every Sunday at midnight

Speakeasy1 — Thu, 28 Mar 2024 21:15:11 GMT

I’m still having this issue, it’s been going on for ages. Happened again Sunday just gone

Re: Internet down every Sunday at midnight

Arne-TalkTalk — Fri, 29 Mar 2024 10:39:06 GMT

The work around is to change the DNS settings in your router to bypass homesafe while we work to resolve this issue.

Re: Internet down every Sunday at midnight

Speakeasy1 — Fri, 29 Mar 2024 13:38:20 GMT

I’ve tried that previously, doesn’t work

Re: Internet down every Sunday at midnight

Rettie123 — Fri, 29 Mar 2024 15:13:59 GMT

once I was able to login to MyAccount and view security section I was able to see that something called Homework time was enabled between 12-1am and this was the cause of the issue. Since disabling it is no longer an issue.

It strange how it was ever enabled in the first place because I never had access to the security section.

many thanks for helping @Debbie-TalkTalk

Re: Internet down every Sunday at midnight

Speakeasy1 — Sat, 30 Mar 2024 20:01:15 GMT

Funnily enough I found the same setting today. Great to know that’s the fix. Thanks!

Re: Internet down every Sunday at midnight

Debbie-TalkTalk — Mon, 01 Apr 2024 11:54:14 GMT

@Rettie123

I'm so glad to hear that this is now working ok, thanks for letting me know 🙂