topic Re: Security settings page not loading in Security

Security settings page not loading

JohnWes — Fri, 12 Jan 2024 12:40:58 GMT

When I log into ‘My Account’, the ‘My Security’ page comes up with a technical error. I’ve tried this from different browsers, cleared the cache. I spent close to an hour on the phone with TalkTalk Customer Services, first with first line support and then with technical support. I was told that they had made some changes on my security settings. After the changes the page was still throwing the same error. I was told that I should clear my browser cache and try again in 24 hours (for the change to replicate across all the TalkTalk servers). It has been 3 days now and I’m still receiving the same error message. I can no longer control how and when my children use the Internet. I don’t want to waste time on the phone again. Can anyone assist? Account number: REMOVED

Re: Security settings page not loading

Arne-TalkTalk — Fri, 12 Jan 2024 13:41:16 GMT

Have you tried to use a different browser and also disable any pop-up/ add blockers for My Account.

Re: Security settings page not loading

JohnWes — Fri, 12 Jan 2024 16:02:03 GMT

Yes, I have tried. I'm slightly technical so I've ruled out the basics. I have a little bit more information that I can shared. I was monitoring my home outbound network traffic when I noticed excessive calls to this domain: chat.avatar.ext.hp.com. Using the MAC address on the requests I was able to determine that the requests were originating from my home printer. I defined a rule in the TalkTalk 'My Security' section to block all traffic to this domain name, which stopped the excessive network traffic. Soon thereafter HP made domain name changes, which meant the domain name was (and is) no longer valid. This is when the error message started appearing on the 'My Security' page. TalkTalk technical support removed my rule through the backend, so permitting my printer to make these outbound call to a domain that no longer exists. My router log is now reporting that the excessive calls are all failing (as expected). I'm not concerned about my printer for now, as the issue will be resolved with a firmware update. My immediate need is to restore control over when and how my children access the Internet (via the services provided by TalkTalk).

Re: Security settings page not loading

Arne-TalkTalk — Tue, 23 Jan 2024 11:52:55 GMT

Hi JohnWes

What is the full address for HP, currently you have hp.com (no www or HTTPS://) is this correct?

Re: Security settings page not loading

JohnWes — Mon, 29 Jan 2024 07:36:11 GMT

The issue with HP has been resolved, you may delete the rule on your system for HP. In fact, you may delete all rules and reset our profile to a default profile if this will resolve our reported issue.

Re: Security settings page not loading

Arne-TalkTalk — Mon, 29 Jan 2024 09:36:42 GMT

Thanks for the update, I have removed the rule as requested.

Re: Security settings page not loading

JohnWes — Tue, 30 Jan 2024 08:12:31 GMT

This last change to your system has resolved the issue I reported. Thank you for your help!

Re: Security settings page not loading

Arne-TalkTalk — Tue, 30 Jan 2024 09:12:07 GMT

No problem, glad its sorted.

Re: Security settings page not loading

Michaelco — Sun, 31 Mar 2024 10:03:55 GMT

I have exactly the same problem and am still online to talktalk, I have been about an hour. Don't know what to do, really

Re: Security settings page not loading

Ady-TalkTalk — Mon, 01 Apr 2024 09:22:47 GMT

Hi JohmWes, I've changed all the features of your security via MyAccount on your account successfully. You should have emails for each change. If you're still seeing the error please let me know the browser and version etc so that I can raise a fault ticket for you.

Ady

Re: Security settings page not loading

Michaelco — Mon, 01 Apr 2024 15:40:29 GMT

Hi Adi, this is Michaelco. Despite spending 1.5 hours yesterday, I still cannot access MySecurity. I need it to update homework settings. Please can you help me. All I get is the following error message:

This site can’t be reached

Check if there is a typo in service.talktalk.co.ukaccount.

If spelling is correct, try running windows network Diagnostics.

DNS_PROBE_FINISHED_NXDOMAIN

Re: Security settings page not loading

Gliwmaeden2 — Mon, 01 Apr 2024 16:54:07 GMT

@Michaelco, please start your own topic.

You've posted on other customers' threads which can end up causing confusion, so staff much prefer you to begin a new thread.

Please return to the message board and click on start a topic.

Also complete your community forum profile details. Staff will need these to identify your account. Go via your avatar; settings, drop down menu...Personal Information. SAVE CHANGES.

Staff will respond to your new thread during the day. They are on here Monday to Friday.

Re: Security settings page not loading

Ady-TalkTalk — Tue, 02 Apr 2024 07:45:36 GMT

Hi Michaelco, I've been into your MyAccount and made changes to your security settings. You'll have had emails telling you about the changes I made. Its working normally. Are you still having problems?

Ady

Re: Security settings page not loading

Michaelco — Tue, 02 Apr 2024 08:35:01 GMT

Hi Ady,

I still have the same problem. I cannot access the My security. I spoke with your colleague Carliza who kindly agreed to alter some of the settings for me, namely: put Kidsafe off and allow access to social media from 1.30pm instead of 4.30pm as a temporary measure. However, I cannot see whether this has been put into effect as I still cannot access My security. I have still not received any of the emails you mentioned.

Please could you let me know when I will have access restored to My security. Thank you.

Re: Security settings page not loading

Ady-TalkTalk — Tue, 02 Apr 2024 09:22:24 GMT

The developers have confirmed that there's a redirect in the link and the URL is broken. They're working to fix it now.

Ady

Re: Security settings page not loading

Michaelco — Tue, 02 Apr 2024 13:22:11 GMT

Thank you, Ady, please could you keep me updated.

Re: Security settings page not loading

Ady-TalkTalk — Wed, 03 Apr 2024 06:58:28 GMT

It should be showing in the service status page, but its not. I'll find out why not.

Ady