topic Re: KidSafe has stopped working in Broadband

KidSafe has stopped working

Sunninghill34 — Thu, 10 Apr 2025 10:44:14 GMT

KidSafe was working fine but has suddenly stopped working. When I go into My Account to activate it (e.g. by blocking pornography sites or specifying specific websites to be blocked, e.g. www.tiktok.com) I save my changes and then it says "There was a technical error

We’re sorry and working hard to resolve this. Please try again later." This happened yesterday and again today. In meantime, my kids can access all the blocked websites. How do I solve this? The chatbot is completely useless.

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 10:53:01 GMT

Hi there Sunninghill34, there could be a possible outage. We are currently looking into it, I'm really sorry about the inconvenience it must be causing you.

Re: KidSafe has stopped working

Sunninghill34 — Thu, 10 Apr 2025 10:54:08 GMT

Thanks. Please could you flag this as a priority because it is essential that the wifi is safe for the kids

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 10:55:47 GMT

Don't mention it, I'll have a look into it as we speak. Thanks

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 10:59:26 GMT

I'm just going to try turning on kid safe for you in my end, is that okay with you? Thanks

Re: KidSafe has stopped working

Sunninghill34 — Thu, 10 Apr 2025 11:13:35 GMT

Yes please

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 12:00:16 GMT

Please list the websites you wish to have blocked so I can block them for you. 🙂

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 12:15:43 GMT

I'm getting the same error message when I try to turn it on from my end, I will make sure I get back to you as soon as I get an update on this though okay. Rest assured it is already being looked into. Thanks

Re: KidSafe has stopped working

Sunninghill34 — Thu, 10 Apr 2025 12:58:17 GMT

Thank you. I want the categories of gambling, pornography, suicide and self-harm, weapons and violence blocked, plus Youtube, Tiktok and Snapchat.

Re: KidSafe has stopped working

siphosethu-TT — Thu, 10 Apr 2025 13:18:40 GMT

Noted, as soon as I get an update, I'll get back to you but for now I've just escalated the matter okay. Thanks

Re: KidSafe has stopped working

Sunninghill34 — Sat, 19 Apr 2025 10:06:51 GMT

I have been away for a week and have come back to find that nothing has been done to resolve this problem. So much for escalating this and dealing with it. I am feeling completely let down by Talktalk. If you can't resolve this, I am cancelling and moving provider to someone who can provide family safety features.

Re: KidSafe has stopped working

Philile-TT — Mon, 21 Apr 2025 07:38:32 GMT

Hi @Sunninghill34 , my sincere apologies for the inconvenience, I understand the concerns that come with all this. I have re-activated the kids safe for you. It is now on.

-Phili

Re: KidSafe has stopped working

Sunninghill34 — Mon, 21 Apr 2025 18:01:04 GMT

Hi Phili, it is not on. I have just tried to turn it on and still receive this message:

"There was a technical error

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

Please can you sort this out as a priority.

Re: KidSafe has stopped working

Sunninghill34 — Mon, 21 Apr 2025 18:02:23 GMT

Could I highlight that while this issue is not being resolved by you, my children could access pornography and self-harm websites.

Re: KidSafe has stopped working

Gliwmaeden2 — Mon, 21 Apr 2025 19:25:31 GMT

I'll re-escalate this for you, @Sunninghill34.

Staff are only on here during the daytime [Monday to Friday].

Re: KidSafe has stopped working

siphosethu-TT — Tue, 22 Apr 2025 07:23:23 GMT

Hi there Sunninghill34, please confirm if you are still experiencing the same issue. Thanks

Re: KidSafe has stopped working

Sunninghill34 — Tue, 22 Apr 2025 13:23:05 GMT

Yes, I am still getting the same message.

Re: KidSafe has stopped working

siphosethu-TT — Tue, 22 Apr 2025 13:26:23 GMT

Thank you for confirming, there might be a possible outage and I'm still waiting for an update in that okay. I've escalated the matter so I will be getting back to you as soon as I get updates on the matter okay. Thanks

Re: KidSafe has stopped working

Sunninghill34 — Tue, 22 Apr 2025 14:04:53 GMT

That's what you said almost 2 weeks ago:

‎10-04-2025 11:52 AM - edited ‎10-04-2025 11:53 AM

Message 17 of 18

Hi there Sunninghill34, there could be a possible outage. We are currently looking into it, I'm really sorry about the inconvenience it must be causing you.

Re: KidSafe has stopped working

siphosethu-TT — Tue, 22 Apr 2025 14:48:14 GMT

I'm really sorry about the time it's taking to get this fixed however we are having it looked into and trying to get it fixed as soon as possible, it seems to be a wide issue so please bare with me. The matter has been escalated, promise to get back to you in the next 30 minutes though okay. Thanks