topic Re: Braodband Outages in Broadband

Braodband Outages

koli99 — Mon, 24 Feb 2025 02:12:40 GMT

Hi,

I have an outage problem with my broadband. Between 00:00 and 01:00 and 01:15 on Monday morning, my internet doesn't work. This has been going on for almost a year; normally I have found other activities during this time but have become increasingly annoyed as the problem has persisted.

I couldn't find an email address where I could raise this complaint properly.

I would love an email response. My email for my TalkTalk account is the same as the one for this webchat.

Thank you in advance.

Re: Braodband Outages

Richard-UK — Mon, 24 Feb 2025 03:24:10 GMT

There is a bug with the auto enrolled Homesafe settings that forces a Homework Time window to disable the internet. (Even if all of the settings are shown as "Off").

Under Your Package, click Manage Package

Under My Broadband, My Security Settings, Homesafe, Homework Time, click the toggle: Off (even if it is already selected as off)

You'll get an email to confirm you've turned it off.

Re: Braodband Outages

Debbie-TalkTalk — Mon, 24 Feb 2025 07:06:54 GMT

Hi @koli99

Apologies for this.

Have you tried the steps suggested in Richard's post?

Re: Braodband Outages

koli99 — Mon, 24 Feb 2025 16:53:58 GMT

Yes: I couldn't log into my account because whenever I tried to go to "https://www.talktalk.co.uk/sign-in" I saw the attached image (this was when my internet was working). This changed today when I've finally been able to log into my account.

I followed Richard's instructions (2nd attachment), toggling Homework Time on and then back off. I don't know if this has worked yet, and it's very frustrating if I have to wait one week in between bug-fixing attempts. Is there anything else I or TalkTalk can do to ensure this doesn't continue?

Re: Braodband Outages

Anonymous — Tue, 25 Feb 2025 06:47:52 GMT

Good morning,

Thanks for the update. From what we've seen this should work. We'll check back in with you on Monday morning just to make sure that everything is working ok.

Michelle

Re: Braodband Outages

Anonymous — Mon, 03 Mar 2025 06:45:18 GMT

Morning,

How are you getting on?

Thanks

Michelle