topic Re: Can't access "my security" in Full Fibre

Can't access "my security"

Chanic — Mon, 01 Apr 2024 22:31:35 GMT

I've been trying for several days now to update homework/kids settings so I can control my children's internet usage.

I'm getting this error message:

"This site can’t be reached

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

I've been on the phone twice and also had an online chat with the tech team, to no avail. I'm being fobbed off, given a different answer each time. Clear cache, wait 24 hrs, problem with the website etc.

I've seen other posts, and this seems to be affecting lots of customers. Please can you sort it out. Security settings are important!

Thank you

Re: Can't access "my security"

Iainth — Tue, 02 Apr 2024 07:59:05 GMT

I am having the exact same problem and error message trying to access My Security

I want to alter the kids settings so access to Roblox will be allowed. Currently we cannot access Roblox if connected to TT wifi but no problem if we switch it off and use mobile data. Very frustrating to be unable to change my security settings.

Re: Can't access "my security"

Ady-TalkTalk — Tue, 02 Apr 2024 09:12:01 GMT

I've been checking and its working for me. But I've just retested from my TalkTalk test line and of course it fails. I'm sorry for the delay. I'll get an incident raised now.

Ady

Re: Can't access "my security"

Ady-TalkTalk — Tue, 02 Apr 2024 09:21:49 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: Can't access "my security"

Chanic — Tue, 02 Apr 2024 22:50:30 GMT

Ok thanks. When will the developers get this broken URL fixed? Talktalk have known about the issue for some time it seems.

Re: Can't access "my security"

Ady-TalkTalk — Wed, 03 Apr 2024 08:30:08 GMT

The ticket was opened yesterday. I've got no estimated fix date yet.

Ady

Re: Can't access "my security"

Andrzej2024 — Fri, 05 Apr 2024 11:18:17 GMT

I am also having the same problem, and have been trying to access the security settings for a few days. Please can you let me/us know when this will be fixed? Thanks.

Re: Can't access "my security"

Ady-TalkTalk — Fri, 05 Apr 2024 12:22:21 GMT

I'm still waiting for updates on this. The incident is still open.

Ady

Re: Can't access "my security"

Captainbacon — Sat, 06 Apr 2024 08:34:26 GMT

I'm getting the same DNS_PROBE_FINISHED_NXDOMAIN when trying to access My Security from dashboard. Please can you provide an update?

Re: Can't access "my security"

Gliwmaeden2 — Sat, 06 Apr 2024 09:37:53 GMT

Staff won't be back on here until Monday, @Captainbacon.

Re: Can't access "my security"

Captainbacon — Sat, 06 Apr 2024 10:03:01 GMT

Thanks @Gliwmaeden2 are you seeing the same DNS error?

Re: Can't access "my security"

Gliwmaeden2 — Sat, 06 Apr 2024 10:09:20 GMT

I don't use their Security facility, @Captainbacon, so can't help, sorry!

Re: Can't access "my security"

Ady-TalkTalk — Mon, 08 Apr 2024 06:25:15 GMT

Hi Captainbacon, this is still with the developers and I've had no update although I chased it on Friday. I will chase it again this morning.

Ady

Re: Can't access "my security"

Jordan73 — Tue, 09 Apr 2024 00:43:43 GMT

I can't access My Security settings.

Re: Can't access "my security"

Jordan73 — Tue, 09 Apr 2024 00:46:04 GMT

Same here. Last night I couldn't even login. Tonight the Security page doesn't load... error message

Re: Can't access "my security"

Ady-TalkTalk — Tue, 09 Apr 2024 07:35:45 GMT

Hi Jordan73, we still have an open incident for this issue.

Ady

Re: Can't access "my security"

hawkerpaul — Fri, 18 Oct 2024 06:59:46 GMT

I get the following error message when I try to go into My Security:

There was a technical error

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

Is this a current known issue?

My concern is that this is the first time I've attempted this since upgrading to Full Fibre 900

It always worked for me before on my old ADSL 65Mb line.

Re: Can't access "my security"

Gliwmaeden2 — Fri, 18 Oct 2024 07:33:18 GMT

@hawkerpaul if you now have an Eero as you are on Fibre900, you need to be following this advice page:

https://community.talktalk.co.uk/t5/Articles/About-eero-Secure/ta-p/2767555

If you need further support, please return to the message board and click on start a topic to begin your own thread. This one is many months old and not in the queue for staff attention.

Re: Can't access "my security"

hawkerpaul — Fri, 18 Oct 2024 07:37:35 GMT

many thanks @Gliwmaeden2

So now I am on eero with full fibre, I take it that "My Security" no longer applies to my account whatsoever?

Re: Can't access "my security"

Gliwmaeden2 — Fri, 18 Oct 2024 07:39:50 GMT

That's what I understand from people mentioning the switch, @hawkerpaul. I have not made the leap myself!

Do post afresh in your own thread for confirmation.