Home safe stopped working after engineer visit.

[Darren19701]

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.

[Chris-TalkTalk]

Hi Darren19701,

Thanks for updating your profile. We thought you were a future fibre customer because of your comments in your first post about having full fibre installed. What service did you have before the upgrade?

Chris

[Darren19701]

Thank you. As far as I'm aware I'm not a future fibre customer? I've just a regular broadband account.

[Darren19701]

I've added contact details onto my profile.

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

[Chris-TalkTalk]

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

Thanks

Chris

[martswain]

@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.

[Chris-TalkTalk]

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

[Darren19701]

Yes. Definitely using talk talk.

[Chris-TalkTalk]

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

Chris

[Darren19701]

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.

[Chris-TalkTalk]

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

Chris

[Darren19701]

I have a sagemcom wifi hub router.

[Chris-TalkTalk]

And you have the Sagemcom router?

Chris

[Darren19701]

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

[Chris-TalkTalk]

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

[Darren19701]

Hi Chris. Yes it is.

[Chris-TalkTalk]

Hi Darren19701,

Is HomeSafe enabled in My Account?

Chris