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Broadband help

For queries about your TalkTalk broadband service.

Home safe stopped working after engineer visit.

Darren19701
Team Player
Message 35 of 35
We had an engineer install full fibre broadband to our property on Friday. 

 

He put in a new terminal box and then connected it to our wifi hub using a cable supplied by Talk Talk.

 

Since then the home safe setting have not worked at all.

 

I contacted TT and they took me through all sorts of changes to our computers but nothing made a difference. It seems obvious that the change to fibre is the issues, but TT aren't being very helpful. I can expect a call from an engineer, but probably not until after Christmas.

 

This is too long to wait for me, so does anyone have any idea what might be happening? 

 

I thought it might be that the router is pointing at a new dns, but the dns is still 79.79.79.79

 

It's very perplexing and upsetting.

 

Thank you.

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34 REPLIES 34

Message 21 of 35

I've added contact details onto my profile.

 

Apologies for posting twice, but the initial message on Fibre was being ignored.

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Message 22 of 35

OK thanks martswain, I know the OP won't have telephone number but the other info may be useful 🙂

 

Thanks

Chris

 

 

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martswain
Philosopher
Private Message TalkTalk
Message 23 of 35

@Chris-TalkTalk the OP, @Darren19701  has had FULL FIBRE installed so they will not have a phone number unless part of the VoIP trial.

 

They have also opened the same issue in the FIBRE board here

 

https://community.talktalk.co.uk/t5/Fibre/Home-Safe-Not-Working-Since-Full-Fibre-Broadband-Installed...

 

Maybe this should be moved to the FUTURE FIBRE board.

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Message 24 of 35

OK thanks. 

 

Can you please update your community profile to include your:


  • Name

  • Telephone number

  • Alternative contact number

  •  

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.


 

Thanks

Chris

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Darren19701
Team Player
Message 25 of 35

Yes. Definitely using talk talk.

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Message 26 of 35

Could you just confirm that you're definitely accessing the Internet via your TalkTalk router and not your mobile phone network?

 

Chris

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Message 27 of 35

Yes. For example bet365.com is a gambling site that should be blocked but can be accessed via three different laps tops and two phones.

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Message 28 of 35

And you can access sites that should be blocked, on more than one device?

Chris

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Message 29 of 35

I have a sagemcom wifi hub router.

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Message 30 of 35

And you have the Sagemcom router?

 

Chris

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Darren19701
Team Player
Message 31 of 35

Yes. I've tried that. Does not make a difference. Still no protection from harmful sites.

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Message 32 of 35

OK thanks, have you tried switching it off and back on again in My Account? If you haven't then can you give this a try and let us know how you get on

Chris

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Message 33 of 35

Hi Chris. Yes it is.

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Chris-TalkTalk
Support Team
Staff
Private Message
Message 34 of 35

Hi Darren19701,

 

Is HomeSafe enabled in My Account?

Chris

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