topic Re: Safe settings not working in Fibre

Safe settings not working

cyprianos1 — Thu, 20 Mar 2025 18:12:44 GMT

Every time I try to update I get the message 'There is a technical error...."

Can't change kids settings or homework time for a week now.

A few weeks I was able to toggle settings off and on routinely.

Re: Safe settings not working

Debbie-TalkTalk — Fri, 21 Mar 2025 06:41:26 GMT

Hi @cyprianos1

I'm sorry to hear this.

Have you tried this in a different browser?

Re: Safe settings not working

cyprianos1 — Fri, 21 Mar 2025 20:06:26 GMT

Yes. I have tried different browers and different devices. I have tried with mobile data too.

Re: Safe settings not working

Chris-TalkTalk — Mon, 24 Mar 2025 08:02:21 GMT

Hi cyprianos1,

How are you getting on, do you still have the same issue?

Chris

Re: Safe settings not working

cyprianos1 — Mon, 24 Mar 2025 09:12:39 GMT

This is still doesn't work for me. When I try to adjust settings I get

There was a technical error

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

Re: Safe settings not working

Chris-TalkTalk — Mon, 24 Mar 2025 14:14:21 GMT

OK thanks. Could I just ask what adjustment are you trying to make?

Chris

Re: Safe settings not working

cyprianos1 — Mon, 24 Mar 2025 15:12:08 GMT

I am trying to:

(1) Set up Kid Safe settings so that I can tick the websites categories that I want to block and also add some websites manually

(2) Set up Homework times to block games/social media

These filters are already in place it seems for some things-as I said I was able to toggle categories and adjust times without any problems a few weeks ago-now the filter settings seem 'frozen'.

Re: Safe settings not working

Debbie-TalkTalk — Tue, 25 Mar 2025 08:47:46 GMT

Hi @cyprianos1

I have passed this over to our faults escalation team to take a look and I will post back here to confirm once I have more information.

Thanks

Re: Safe settings not working

Debbie-TalkTalk — Tue, 25 Mar 2025 10:03:26 GMT

Hi @cyprianos1

Our faults escalation team have advised that they are aware of an issue with HomeSafe and that this is being investigated.

Thanks

Debbie

Re: Safe settings not working

cyprianos1 — Thu, 10 Apr 2025 08:38:45 GMT

More than two weeks later and the same problem.

Re: Safe settings not working

nomfezeko-TT — Thu, 10 Apr 2025 08:58:34 GMT

Hi there @cyprianos1, we are so sorry for spending so much time trying to get this sorted. We understand that it must have been really frustrating for you, and that is not the kind of experience we want for our customers.

To help resolve this matter promptly, could you please let us know if you are able to access your MyAccount? This will enable us to assist you right here.

Thank you for your patience and understanding. We look forward to your response.

-Fez.

Re: Safe settings not working

cyprianos1 — Thu, 10 Apr 2025 09:05:34 GMT

Yes I can. I have been contacted several times by customer services who keep telling me that there is an ongoing problem. In the meantime I am unable to to connect to many websites and cannot change filters.

Re: Safe settings not working

nomfezeko-TT — Thu, 10 Apr 2025 09:12:34 GMT

Thank you for getting back to us, I appreciate your assistance in resolving the matter. Just to clarify, you mentioned that you can log into MyAccount without any issues. However, it seems there's a problem specifically with changing the kids' settings or adjusting the homework time, is that correct? Please also let me know if there's any additional information you may like to provide so we can get to the bottom if the issues and further investigate and provide you with an update.

-Fez.

Re: Safe settings not working

nomfezeko-TT — Thu, 10 Apr 2025 10:08:26 GMT

I am writing to kindly confirm whether you would like to proceed with changing the Kids Safe settings or if you prefer to manage homework time. We are here to assist you in getting this done efficiently.

Please let us know your preference at your earliest convenience.

Thanks,

-Fez.

Re: Safe settings not working

cyprianos1 — Wed, 16 Apr 2025 06:59:14 GMT

Yes I would but I would like to be able to adjust the settings myself.

Re: Safe settings not working

kanya-TT — Wed, 16 Apr 2025 07:29:54 GMT

That could be a Myaccount issue. Do you have any problems with using Myaccount apart from the one you have now.?

Kanya

Re: Safe settings not working

cyprianos1 — Wed, 16 Apr 2025 08:12:00 GMT

Hi Kanya. No I don't I am afraid.

I still can't access many websites.

Re: Safe settings not working

sabelo-TT — Wed, 16 Apr 2025 08:43:25 GMT

@cyprianos1, I do apologise for any difficulties caused by this as I have read your thread and do notice that you would like to access certain websites on your end that you are currently unable to access.

Could we give this another shot? If you could restart your router, that would be great! I’ve made some changes on my end, and I’d love for you to try accessing that specific website you wanted to access earlier.

Kindly confirm with feedback once done. 🙂

Re: Safe settings not working

cyprianos1 — Thu, 17 Apr 2025 11:31:06 GMT

All the websites are now unblocked.

But now none of the safe settings are in place!

Is still get the 'sorry there is a technical error message when I try to adjust safe settings.

Re: Safe settings not working

cyprianos1 — Thu, 17 Apr 2025 11:34:10 GMT

There was a technical error

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