topic Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error in Broadband

Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

ABCroft — Mon, 19 Feb 2024 00:24:19 GMT

Hi,

Like many of your users I'm experiencing my internet dropping out for an hour periodically from midnight on Sundays despite the Hub and connection tests being fine. Similar users have apparently resolved this via HomeSafe settings, however, again like many of your users, I am also experiencing an issue where these options are unavailable and instead receive the below error message -

"There was a technical error

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

Can you please look to resolve this access issue, or failing this, ensure there are no HomeSafe settings applied that would be causing this loss of service? Thanks

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Debbie-TalkTalk — Mon, 19 Feb 2024 07:46:40 GMT

Hi ABCroft

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 cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

ABCroft — Mon, 19 Feb 2024 10:35:08 GMT

Hi, unfortunately I can't check due to the error I referred to (attached). Is there another way to check this? Thanks

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Treheveras — Mon, 19 Feb 2024 22:02:44 GMT

Sorry to say this error has been happening to me for weeks. I’ve learned that it’s a low priority as so few users are affected so a fix is taking a long time.
Why an ISP would turn the internet connection off by default and then have no way for users to change the default setting is beyond belief!

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Arne-TalkTalk — Fri, 23 Feb 2024 09:05:06 GMT

Hi @ABCroft

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 cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Onewonderhit — Sun, 12 May 2024 23:26:44 GMT

Have you checked to see if homework time is activated on your account. I turned mine off and worked fine since

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Anonymous — Mon, 13 May 2024 06:55:57 GMT

Morning,

How are you getting on? Have you checked if Homework time is switched on in your My Account under the HomeSafe settings?

Thanks

Michelle

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Fedup29 — Mon, 06 Jan 2025 01:00:30 GMT

This is happening to me also. Homework settings and kid safe are both switched off. Every night at midnight it drops out. I am so fed up with this now. Please help

Re: Internet cutting out at midnight every Sunday - unable to modify HomeSafe settings due to error

Debbie-TalkTalk — Mon, 06 Jan 2025 08:15:00 GMT

Hi Fedup29

I'm sorry to hear this.

Have you checked your HomeSafe/KidsSafe settings in My Account? If you have already checked this then please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie