Certain websites and apps not working - okay on some devices but not others

[Iolaire]

I have the Fibre 500 package for well over a year now. It seems to work fine on some devices but on others certain apps and sites don't load or work. 

On my laptop everything seems to work okay, but on my phone the banking app doesn't work. My housemate has more trouble - he cannot access lots of websites on his computer such as BBC iplayer and can barely use the wifi on his phone at all.

[KeithFrench]

Ok, thanks for the information @Iolaire. That router has no way of filtering content, so that is not the cause. Have you checked your MyAccount for the HomeSafe/KidSafe section, as I have suggested before?

[Iolaire]

It's Sagemcom FAST 5464

[KeithFrench]

OK, please can you confirm which hub, there are four of them. There is a label on the rear of the router, behind the pull up panel:-

Hub 1: Huawei DG8041W

Hub 1: Sagemcom FAST5364

Hub 2: Sagemcom FAST5464

Hub 3: Sagemcom (not sure of the model number off hand)

[Iolaire]

We tried to set up the Eero but it doesn't work at all. We use the hub instead which works mostly fine for me, (save for my banking app and recently seemed to not want to sign into my phone account) - but my housemate is having a lot more trouble with the internet on his laptop.

[KeithFrench]

Hi @Iolaire 

I am confused then, you say that you have the WiFi Hub, but back in post 27 you said:-

Unfortunately neither me or my housemate are having much luck with the Eero. It only seems to be supported by phones and both our phones are quite old. Would there be a way to resolve this without the Eero?

Whatever, did you login to your My account and check there as I suggested. There is no content filtering in the WiFi hub.

[angelique-TT]

Hi there. Thanks for that support @Gliwmaeden2 

[Gliwmaeden2]

You'd need to start all over again phoning Talktalk for support, or use Chat, @Iolaire.

Contact details are here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Forum staff cannot call you. They are authorised to work purely online, in the community set up on here.

[Iolaire]

would it not be easier to resolve this if someone gives me a call?

[Iolaire]

No, I don't use the Eero. I am using the TalkTalk wi-fi hub.

[KeithFrench]

You're very welcome Fez.

[nomfezeko-TT]

Thank you very much @KeithFrench for the support, we will be awaiting for @Iolaire to get back to us. 

-Fez. 

[KeithFrench]

Hi @Iolaire 

@amahle-TT has asked me to help you.

From what I understand, you have one or more eeros, but you cannot run the eero app. How did you set the eero up in the first place?

There is a possibility that the eeros are blocking these sites if Safe Search is setup within eero Secure via their app.

Another place that this could be happening is via Home Safe/Kids Safe within your MyAccount configuration, nothing to do with the eeros. Please log in to MyAccount & check there.

[amahle-TT]

Hi @KeithFrench, any advice for this issue? 🙂

[Iolaire]

I wasn't at that time, I should be for the next couple of days most of the time.

[siphosethu-TT]

Thank you for confirming, please also confirm if you are currently at home? Thanks

[Iolaire]

Yes I am

[nomfezeko-TT]

Hi there @Iolaire, thank you for your patience, there are no reported related issues, please let us know if you are still having the same problem. 

-Fez. 

[Iolaire]

Yes, thank you very much. 

[nomfezeko-TT]

Thank you, I do remember you have mentioned when you reported the issue that this started since moving to TalkTalk Fibre, please allow us to investigate this and check if there are any related issues and if not, we will look into this further for you and get you help. Is that okay with you?

-Fez

[Iolaire]

According to my housemate who is the one experiencing the most issues, it's been a problem for as long as we've had TalkTalk Fibre which was about three years ago.