topic Re: Cannot access Google sites in Security

Cannot access Google sites

ÉIRE55 — Mon, 13 Nov 2023 12:32:03 GMT

Hello, Gondola.

I'm new here, and just went live with TT last Friday (10/11/23). The TT agent who set everything up had promised to phone me on that day to do some checks about my new account, but no-one has phoned me yet. Also, I can't access Google Chrome or my Gmail, so I'm having dreadful problems with trying to access my usual sites.

Could you please advise me where I should go within this forum, or give me a phone number or link where I could make some contact with TT to solve these problems? Many thanks.

Re: Cannot access Google sites

Gondola — Mon, 13 Nov 2023 12:37:47 GMT

Your post has been moved to the Security forum because the indication you gave of not being able to access Google sites suggests a Chrome browser or network issue rather than an email issue.

First, try a different Internet browser like Edge or Firefox. Does that work OK to access websites and Gmail?

Does your broadband service connection use an eero router or a Wi-Fi Hub? Have you checked the eero Secure (eero Plus) settings via the eero app or the HomeSafe settings via your TalkTalk customer MyAccount to make sure that there's nothing blocking Google sites and if using a Wi-Fi Hub that Homesafe / KidsSafe is switched off?

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 11:58:12 GMT

Hello, Gondola.

Thank you for getting back to me so promptly on Monday. I've been wanting to get back to you since then, but I've been so busy trying to figure out what's causing this problem, and ended up coming across so many obstacles and mistakes made by TT that it nearly drove me up the wall. There are so many faults and errors in the setting up of my new account, which I will list here in a minute.

Meanwhile, to answer your questions first.....

Yes, I tried a different Internet browser. I can't access Edge either, so I installed Brave which gave me the ability to access my Google account (including my Gmail) and, of course, my TT account and this forum.

I don't have a clue what an eero router is, but I have a Wi-Fi Hub 65 (Model F5364), and Homesafe and KidsSafe are both switched off. After again checking my router settings two days ago, I've discovered that Band 1 (2.4 GHz) is still enabled, but Band 2 (5 GHz) has now been disabled, even though I didn't make any changes to it since going live on 10/11/23 (when it was enabled). I tried to switch it off and on again, but nothing happened and my computer froze. However, that is not the problem, as it happened a few days after I went live. I suspect my router is faulty because, when I unpacked it, I noticed the sound of something rattling inside it (like something had come loose or was broken).

For your information, I use a dual core PC with W8.1 and W7. I always use W8.1 without any problems, so that's not the issue either. However, two days ago, I went into W7 and discovered that I can access Google (and Chrome) without any problems whatsoever! What?!!? That doesn't make any sense to me at all, and I nearly fell off my chair when it opened.

During my explorations within TT since I went live, I found a notice saying that TT was having problems with users accessing Google, so it's clearly known by TT that this is an issue. Also, I've tried numerous times to use the Chat Line, but that doesn't work either. This morning, I tried to use the TT Broadband Speed test, but all I got from that was.....

We’ve run into a problem

Sorry, we’re working hard to resolve this issue.

Please try again later.

Needless to say, I'm at my wits end after a whole week of trying so hard to get just the basics working, and TT has let me down badly. Not only that, but my account usage has been set up wrongly, and TT is charging me for both Unlimited UK Calls and Evening & Weekend Calls. I've just received my first bill this morning, which is overcharged because of this. What are TT playing at? My original contract setup was for Unlimited UK Calls, so I certainly don't need or want to be charged for Evening & Weekend Calls as well.

Could you please pass all this information on to the relevant departments for me, as I'm exhausted and at my wits end with trying to sort out this whole mess? It would be a great help if someone of authority at TT would phone me as soon as possible in order to help me get my account set up correctly and in full working order.

Many thanks for reading this, and I'm sorry it's so lengthy, but I desperately need some help and response from TT.

Re: Cannot access Google sites

Anonymous — Fri, 17 Nov 2023 12:05:32 GMT

Hello,

Can I just confirm, which sites are you unable to access at the moment? Have you also tried powering down the ONT and eero for 30 minutes and then retested this again?

Thanks

Michelle

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 12:17:54 GMT

Hello, Michelle.

Thank you for your quick response.

I can't access anything to do with Google (Gmail, Chrome, YouTube, etc), nor can I access Edge. As for other sites, I can't remember now, as I've been going here there and everywhere over the last week.

As for "powering down the ONT and eero for 30 minutes and then retested this again", I've no idea what ONT or eero means. I'm 72 years old, and I rely heavily on the internet for my everyday functions (e.g. online grocery shopping, paying bills, making outside contact, etc), but I'm not au fait with the technical jargon. Could you please clarify your question in different wording?

Many thanks.

Re: Cannot access Google sites

Debbie-TalkTalk — Fri, 17 Nov 2023 12:24:00 GMT

Hi ÉIRE55

Apologies, please can you switch off the router at the wall for 30 minutes?

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 12:29:47 GMT

Hello, Debbie.

I suppose I could try switching my Wi-Fi Hub 65 (Model F5364) router off for 30 minutes, but what am I supposed to do after that time? Should I also switch off my PC before doing that, or can I just leave it on whilst I wait for that 30 minutes?

Many thanks.

Re: Cannot access Google sites

Debbie-TalkTalk — Fri, 17 Nov 2023 12:32:27 GMT

Hi ÉIRE55

Thank you. It would also be worth powering down your PC too.

Once the router and PC have been switched back on then please can you try and access those sites again.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 12:38:48 GMT

Hi, Debbie.

May I ask what this is meant to achieve, by switching everything off for half an hour?

It will take me a while to just close everything down on my PC, and then find the power cable plug in the wall socket in order to switch it off. Couldn't I just switch the router off instead of having to switch the wall socket off? It would be a lot easier for me, but you're the only one who can tell me that.

Many thanks.

Re: Cannot access Google sites

Debbie-TalkTalk — Fri, 17 Nov 2023 12:41:26 GMT

Hi ÉIRE55

Apologies, powering down the router for a full 30 minutes forces the router to start a new session.

We just need to see if this resolves the issue first.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 12:48:57 GMT

Hi, Debbie.

Thank you for that information. So can I just switch the router off at the back of it (the ON/OFF button), rather than having to gain access to the wall socket switch (which is a bit awkward to get to)??? I don't know if there's any difference between either of those choices, but wouldn't have thought so, as the router would surely be switched off either way. Please let me know before I go ahead with this trial.

Many thanks.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 13:20:16 GMT

Hi, Debbie.

Are you still there? I'm waiting for your reply to my last post before I switch everything off. Thank you.

Re: Cannot access Google sites

ferguson — Fri, 17 Nov 2023 13:23:42 GMT

Just switching it off via the button will do. Make sure you give it a full 30 minutes though.

Re: Cannot access Google sites

Anonymous — Fri, 17 Nov 2023 13:24:45 GMT

Hi,

Sorry for the delay. Yes it would be fine to switch the router off and on using the button on the back of the router. If you are still having issues connecting to these sites following this then please let us know.

Thanks

Michelle

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 13:25:40 GMT

Okay, thank you.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 13:28:07 GMT

Okay, thank you. I'll get back to you later and let you know how things have gone.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 15:47:02 GMT

Hello again, Michelle.

I switched everything off for a full hour, but I'm still unable to access Google via Chrome, so I've had to use Brave to be able to open my Google account. I also tried to open Edge again, and it worked this time, although I never use Edge and have always used Google.

During the countless times I've tried to open my Google accounts from my Windows start page, I keep getting the same message over and over again.....

This site can’t be reached

accounts.google.com’s server IP address could not be found.

Try:

Checking the proxy, firewall and secure DNS configuration
Running Windows Network Diagnostics

I've never had this problem before, so it must be something to do with this new router, which I suspect is faulty. Whether that's to do with the formatting of the router and/or the loose bit that's clattering around inside it, I've no idea. I went in and checked the router dashboard and found that the Band 2 (5 GHz) has now been re-enabled in the Wi-Fi settings, so both bands now seem to be switched on and in working order.

Can you please arrange for an engineer to come and check out what the problem(s) may be, as I've exhausted every possible way that I know how to get things up and running. I've no idea how to go about checking the router settings, but I do know how to add my other devices (which I haven't had time to do yet), so I need an engineer to what needs to be done. Everything was working fine until I switched over from my previous router to the TT router, so the fault lies there somewhere.

It would be great to hear back from you or someone else before the end of the day, as I'm completely lost and frustrated with this continuing problem for a whole week now. Also, can you please tell me where to go on this forum to find out why I'm being overcharged for my contract payments, with a package on it which I didn't ask for or need.

Many thanks for your time.

Re: Cannot access Google sites

ferguson — Fri, 17 Nov 2023 17:03:08 GMT

Sadly, you are unlikely to get a response before the end of the day and the support team here won't be back online again until Monday.

Re: Cannot access Google sites

ÉIRE55 — Fri, 17 Nov 2023 17:13:52 GMT

Thank you for letting me know that. In that case, do you think I'd get any help if I phone the helpline number tomorrow morning?

As a new customer, I find it very odd that there seems to be so little help available from TalkTalk, especially as they already know of my ongoing problems since going live a week ago. Your advice would be appreciated. Thanks.

Re: Cannot access Google sites

ferguson — Fri, 17 Nov 2023 17:16:46 GMT

Personally, I wouldn't bother with the helpline. It may be there is a fault with the router, especially as you mention an apparent loose bit inside it! What you can try in the meantime is changing your DNS settings from TalkTalk to Google, that may help.