topic Re: Home safe stopped working in Security

Home safe stopped working

Alexlalle — Fri, 11 Apr 2025 20:10:59 GMT

From last week home safe does not work , no matter what you tick is still bypasses , tried full reset , different devices not using vpn , spoke to customer services said itll be fixed next day ,week later still the same . Not mentioning that adding specific websites are not working since last year when reported , but as long as the categories can be fixed this will be great again . Thank you

Re: Home safe stopped working

sabelo-TT — Mon, 14 Apr 2025 08:43:35 GMT

Hi @Alexlalle,

As I do apologise for any difficulties caused by this, I just wanted t6o check if you are still experiencing the same issue with your HomeSafe settings.

Please do confirm with feedback once you received this message. 🙂

Re: Home safe stopped working

Alexlalle — Mon, 14 Apr 2025 09:08:55 GMT

Yes good morning still the same , I do try setting every day 2-3 times a day , and still no changes , only concern as kids are on half term now . Thanks

Re: Home safe stopped working

sabelo-TT — Mon, 14 Apr 2025 09:28:27 GMT

@Alexlalle thank you for confirming this as I will look into for you.

I the meantime can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and us (support staff) can view.

Re: Home safe stopped working

Alexlalle — Mon, 14 Apr 2025 12:22:09 GMT

It’s is no to date thank you

Re: Home safe stopped working

sabelo-TT — Mon, 14 Apr 2025 12:23:53 GMT

@Alexlalle, once again, I do apologise for any difficulties caused by this and allow me to look into this matter.

Have you managed to update your community profile as I kindly asked?

Re: Home safe stopped working

Alexlalle — Mon, 14 Apr 2025 13:45:39 GMT

Yes I did

Re: Home safe stopped working

sabelo-TT — Mon, 14 Apr 2025 13:59:35 GMT

@Alexlalle thank you for this as I have just noticed that your kids safe is enabled on my end via MyAccount.

With this being said, I will kindly ask for you to restart your router on your end and try testing to double check if you would still be able to view/access the particular website(s) you were referring to.

Kindly confirm with feedback once done.

Re: Home safe stopped working

Alexlalle — Mon, 14 Apr 2025 14:02:13 GMT

Hi Sabelo , I can see that emails came through and I have checked couple of websites and they are being filtered now and able to access . Thank you for being so helpful and for assisting with the this . You are a star !

Re: Home safe stopped working

sabelo-TT — Mon, 14 Apr 2025 14:06:17 GMT

@Alexlalle Perfect! It was a pleasure to be able to assist with the matter and all thanks to you allowing me the chance to do so. 🙂

If you require any help with your account, feel free to reach out to us through our community page. 🙂

Take care.

Re: Home safe stopped working

Alexlalle — Mon, 21 Apr 2025 16:19:53 GMT

Hello , home safe isn’t working again . Any help and permanent solution ? Thank you Alex

Re: Home safe stopped working

Alexlalle — Mon, 21 Apr 2025 16:29:45 GMT

Hello again , kids safe setting do not work unless , I will turn home work time .

before it has been like that , kids safe would stop websites and categories without having to turn on home work time . Can this be sorted please as it is really inconvenient. Thank you

Re: Home safe stopped working

siphosethu-TT — Tue, 22 Apr 2025 07:41:04 GMT

Hi there Alexlalle, please confirm if you still experiencing this issue. Thanks

Re: Home safe stopped working

Alexlalle — Wed, 23 Apr 2025 18:06:07 GMT

Yes I do . Thank you

Re: Home safe stopped working

siphosethu-TT — Thu, 24 Apr 2025 15:50:56 GMT

Please try clearing your web browser history and cache, afterwards try again and see what happens. Thanks

Re: Home safe stopped working

Alexlalle — Thu, 24 Apr 2025 15:55:55 GMT

I have done all that prior contacting you , I have done that over the phone , over the web chat and if you see previous messages .
I have done full reset of router , and setting , and tried different devices , also we don’t use VPN. It has happened last year , was fixed after a couple of weeks but ability to add individual URLs was lost and still not working , main part I need to work is categories that are available on security page . Thank you

Re: Home safe stopped working

siphosethu-TT — Thu, 24 Apr 2025 16:27:26 GMT

I'm really sorry about this, there might be a possible outage I'm just waiting for an update myself. Thanks

Re: Home safe stopped working

Alexlalle — Mon, 28 Apr 2025 19:00:16 GMT

Hello , is there any updates please ? If not I’ll try to make a call to customer services tommorow . Thanks

Re: Home safe stopped working

Gliwmaeden2 — Mon, 28 Apr 2025 20:47:04 GMT

I'll re-escalate this thread, @Alexlalle.

Staff should pick it up during the day again.

Re: Home safe stopped working

Alexlalle — Sun, 04 May 2025 22:57:45 GMT

Any updates ?