Common fixes for HomeSafe

[#1]

If you're having problems with HomeSafe® you should find the solution below (just select the one that matches your issue). It's worth mentioning that it may take up to 60 minutes to start working properly. When you enable Kids Safe in My Account it's normally up and running in a couple of minutes.

Kids Safe is on but I can still access blocked content

 We take your security very seriously, and HomeSafe offers a great level of protection on every device connected to your TalkTalk router. However, no solution is 100% foolproof and you might experience some of the following issues:

• Some videos and images may get through our filter if they don't have an appropriate description.
• Some mobile apps might not be recognised, and therefore won't be blocked by our filters.
• If a 3rd Party DNS setting is being used on a device, Kids Safe restrictions will not be applied to it. For more information, see Using a 3rd Party DNS

The website I'm trying to access is blocked by HomeSafe

When you try to visit a site that's blocked by your HomeSafe® settings, you'll see a TalkTalk branded page. There are plenty of ways to alter your settings. To find out more visit How to use TalkTalk HomeSafe?

Not all my Kids Safe settings work when enabled

If some of your Kids Safe settings are not working, check to make sure that the right categories are enabled in My Account. If you make any changes, click the blue Save Changes button afterwards and wait a couple of minutes for them to take effect.

If you're still having problems, let us know which settings aren't working and we'll look into it.

I disabled Kids Safe but I'm still being blocked

If you're being blocked by Kids Safe when it shows off in My Account, it may be that our systems haven't updated correctly The easiest way to solve this problem is to simply turn it on, and then off again. Make sure you click Confirm each time and wait a few minutes for the changes to take effect. If you're still having problems, make sure Kids Safe is off and then go to your browser settings and clear your cache.

If you're still having the problem, please let us know as our engineers may need to have a look. 

Kids Safe is on but I didn't activate it

This shouldn't happen, we will never switch on Kids Safe unless the account holder has chosen to activate it. We ask all new customers if they want to use Kids Safe, and we regularly ask existing customers the same question. You can adjust your settings in My Account

 Check your DNS settings

If you're not using the TalkTalk DNS settings then any HomeSafe settings you have will no longer work, including Virus Alerts, Kid Safe filtering and Homework Time. For more information, see using 3rd party DNS. 

My settings don't work when using Opera Mini

For HomeSafe to work you'll have to disable Data Saving whilst using your home Wi-Fi. Here's how:

IOS

1. Open Opera Mini browser
2. Select Settings
3. Set Data Saving to off.

ANDROID

1. Open Opera Mini browser
2. In settings select the drop-down menu
3. Select Off