topic Re: Scam protection won't turn off in Broadband

Scam protection won't turn off

Cbendel — Fri, 14 Mar 2025 11:51:34 GMT

Hello,

In order to use remote access to my work computer I have to disable scam protection in the talk talk security settings.

Today when I went to turn the scam settings off, the off button was already checked. Scam protection is actually on. I can't access the remote computer.

I can't alter the scam protection setting either. if I click the on button, it says security settings have been changed but the off button remains checked and scam protection is still on?

I cannot disable scam protection.

I have done this several times and usually get an email each time the setting is changed. I only have one email this morning saying that scam protection has been changed to on.

Can you please resolve this as I cannot work from home with scam protection on.

Regards,

Keith

Re: Scam protection won't turn off

PurpleLux — Fri, 14 Mar 2025 20:19:36 GMT

I'm having the exact same problem. Teamviewer is pretty critical to my work, and I have to use my mobile data to connect to it, which is frustrating!

Sort it out Talk Talk!

Re: Scam protection won't turn off

Gliwmaeden2 — Fri, 14 Mar 2025 20:38:51 GMT

@PurpleLux, you'll need to return to the message board and click on start a topic to begin your own thread.

@Cbendel, you'll receive a response from staff after the weekend. Sorry to see that it wasn't picked up today.

Re: Scam protection won't turn off

Chris-TalkTalk — Tue, 18 Mar 2025 14:28:08 GMT

Hi Keith,

Sorry for the delay, are you still experiencing this problem?

Chris

Re: Scam protection won't turn off

Cbendel — Sun, 13 Apr 2025 22:33:07 GMT

Hello,

I have to work from home tomorrow. Scam protection still won't turn off.

I need to access a remote computer which scam protection prevents.

I posted the message a month ago and nothing has been done!

Please fix this.

Keith

Re: Scam protection won't turn off

Gliwmaeden2 — Sun, 13 Apr 2025 22:52:59 GMT

@Cbendel, staff did respond on 18th March but you did not post a reply.

Please keep an eye on the thread proactively, or you will miss staff attempts to offer support, if you don't have the thread set for notifications of replies.

I'll re-escalate the topic for you.

Staff will be replying during business hours, Monday to Friday, so not weekends. Also not on Bank Holidays.

Re: Scam protection won't turn off

Karl-TalkTalk — Mon, 14 Apr 2025 06:41:59 GMT

I'm showing that all options are set to OFF in homesafe.

Are you able trying to use a remote connection to connect out from your computer, or are you trying to accept a remote connection in to your computer from someone.

Thanks

Karl.

Re: Scam protection won't turn off

Cbendel — Mon, 14 Apr 2025 17:39:38 GMT

Hi Karl,

All options says off in homesafe, but scam protection is actually on.

if i click on the on button i will get an email saying my scam protection setting has been changed to on.

but the button will still say off even though scam protection is on. If i click off it is still on. All i can do is click the on button. I can't turn scam protection off.

i am trying to access a remote computer from my computer. when scam protection is on I can't access the remote computer

regards,

keith

Re: Scam protection won't turn off

Karl-TalkTalk — Tue, 15 Apr 2025 07:06:19 GMT

can you log into the router and change the DNS settings to use google DNS. 8.8.8.8 & 8.88.4.4

Karl

Re: Scam protection won't turn off

Cbendel — Tue, 15 Apr 2025 09:13:13 GMT

Hello Karl,

I'm afraid I'm at work in the office for the rest of the week.

I don't get back till about 8pm.

I'm not sure how to log into the router and change the DNS settings.

Are you sure that is something I need to do?

Isn't this a problem with the website?

Keith

Re: Scam protection won't turn off

Karl-TalkTalk — Tue, 15 Apr 2025 09:26:21 GMT

homesafe is DNS based, so using google DNS will bypass it altogether.

To log into the router, just type 192.168.1.1 into a browser. The user name is admin, and the password is on the back of the router.

Karl

Re: Scam protection won't turn off

Cbendel — Tue, 15 Apr 2025 09:42:11 GMT

Hi Karl,

Thanks.

I will give this a go when I get a chance and get back to you.

Regards,

Keith

Re: Scam protection won't turn off

Karl-TalkTalk — Tue, 15 Apr 2025 10:00:31 GMT

No Problem 🙂

Karl

Re: Scam protection won't turn off

Cbendel — Thu, 17 Apr 2025 09:08:23 GMT

Hi Karl,

I tried logging in to the router but could not find a way to change the DNS settings.

I am using the D-Link DSL-3782 Router.

Is what you're asking me to do a temporary measure, because the problem seems to be with the TalkTalk website?

A while ago I was having problems turning off scam protection. The site wouldn't save the setting. When clicked the circle of dots would just continue cycling in a circle and it wouldn't take the setting.

I tried Firefox browser and it would work. I continued doing this until after a while the website was updated and I could turn scam protection off in either browser (Edge or Firefox). Then I think the site was updated again and now I can't turn scam protection off in either browser.

I think the problem is to do with the TalkTalk website & website updates.

Regards,

Keith

Re: Scam protection won't turn off

Karl-TalkTalk — Thu, 17 Apr 2025 10:44:53 GMT

The Dlink is an old router and no longer supported, so that will cause you issues.

A new router is on the way to you, so we can retest with this.

Karl

Re: Scam protection won't turn off

Cbendel — Thu, 17 Apr 2025 10:56:16 GMT

Hi Karl,

Oh right.

Thanks very much Karl.

Regards,

Keith

Re: Scam protection won't turn off

Karl-TalkTalk — Thu, 17 Apr 2025 10:57:36 GMT

No Problem 🙂

The router will usually arrive in 24-48hrs. Bear in mind that tomorrow however is good Friday.

Karl.

Re: Scam protection won't turn off

Cbendel — Thu, 17 Apr 2025 11:11:27 GMT

ok thanks

Keith

Re: Scam protection won't turn off

Cbendel — Wed, 23 Apr 2025 21:35:12 GMT

Hi Karl,

The new router arrived, thank you, and i changed the DNS settings.

It made no difference.

I have to say I have seen posts from other users who are having problems with Home Safe, turning settings on and off, so I think there is defintitely a problem with the website.

Please can this be sorted out. I haven't been able to work from home for weeks now!

Regards,

Keith

Re: Scam protection won't turn off

Karl-TalkTalk — Thu, 24 Apr 2025 06:32:15 GMT

This will have nothing to do with Homesafe. Homesafe works via DNS. If you have changed the DNS in the router, then Homesafe will not affect your connection, so something else will be affecting the connection.

You mention accessing a remote computer - do you use a VPN connection ?

Karl.