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.
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:
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?
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.
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, 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.
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
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.
For HomeSafe to work you'll have to disable Data Saving whilst using your home Wi-Fi. Here's how:
Our experts are here to help, select one of the following contact options:
View your bills, keep tabs on your usage and message our team.
Problem with your connection? Run a health check on your line.
To help us deal with your query quickly, please confirm the following information when you write to us. We will aim to respond in writing to your query in 10 days.
- Your full name
- Your TalkTalk Phone or mobile number
- Your Signature
TalkTalk Correspondence Dept
PO Box 675
All letters will be sent to the primary billing address unless stated otherwise. Please also include the best way to contact you about your query, such as your contact phone number or contact address.
Call us for free on: 0345 172 0088
Make sure you have your account details to hand when you call.
Calls are free from your TalkTalk phone, our customer services team are available 8am-8pm, Technical Support 24/7 every day. If you’re deaf, hard of hearing or speech-impaired, the Text Relay Service can be used to help you contact us, simply dial 18001 followed by 0345 1720088