KidSafe has stopped working

[Sunninghill34]

KidSafe was working fine but has suddenly stopped working. When I go into My Account to activate it (e.g. by blocking pornography sites or specifying specific websites to be blocked, e.g. www.tiktok.com) I save my changes and then it says "There was a technical error

We’re sorry and working hard to resolve this. Please try again later."  This happened yesterday and again today.  In meantime, my kids can access all the blocked websites.  How do I solve this?  The chatbot is completely useless.

[sabelo-TT]

@Sunninghill34, hi there. 

Just needed to check if you are still having issues with KidsSafe. Kindly confirm with feedback once you have received this message. 

[Sunninghill34]

Thank you for responding.  I am getting so frustrated by Talktalk's failure to deal with this or provide me with any meaningful update.

[Gliwmaeden2]

@Sunninghill34, staff will respond during the day tomorrow  - likely to be finished work for today on the forum. 

Support continues on 03451 720088 and Chat during the hours listed here:

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

[Sunninghill34]

STILL NOT RESOLVED BY ANYONE AT TALK TALK. I raised this 2 weeks ago.  How difficult is it for Talktalk to solve its own technical issue which means that my children can access pornography and self-harm sites?

[Sunninghill34]

STILL NOT RESOLVED BY ANYONE AT TALK TALK

I raised this 2 weeks ago.  How difficult is it for Talktalk to solve its own technical issue which means that my children can access pornography and self-harm sites?

[Sunninghill34]

Hello, please can you provide an update?

[siphosethu-TT]

Hi there Sunninghill34, I ended up not getting back to you in time however the issue is still being looked into as I've escalated the matter okay. Thanks

[siphosethu-TT]

I'm really sorry about the time it's taking to get this fixed however we are having it looked into and trying to get it fixed as soon as possible, it seems to be a wide issue so please bare with me. The matter has been escalated, promise to get back to you in the next 30 minutes though okay. Thanks

[Sunninghill34]

That's what you said almost 2 weeks ago:

‎10-04-2025 11:52 AM - edited ‎10-04-2025 11:53 AM

Message 17 of 18

Hi there Sunninghill34, there could be a possible outage. We are currently looking into it, I'm really sorry about the inconvenience it must be causing you. 

[siphosethu-TT]

Thank you for confirming, there might be a possible outage and I'm still waiting for an update in that okay. I've escalated the matter so I will be getting back to you as soon as I get updates on the matter okay. Thanks

[Sunninghill34]

Yes, I am still getting the same message.

[siphosethu-TT]

Hi there Sunninghill34, please confirm if you are still experiencing the same issue. Thanks

[Gliwmaeden2]

I'll re-escalate this for you, @Sunninghill34.

Staff are only on here during the daytime [Monday to Friday].

[Sunninghill34]

Could I highlight that while this issue is not being resolved by you, my children could access pornography and self-harm websites.

[Sunninghill34]

Hi Phili, it is not on.  I have just tried to turn it on and still receive this message:

"There was a technical error

We’re sorry and working hard to resolve this. Please try again later".

Please can you sort this out as a priority.

[Philile-TT]

Hi @Sunninghill34 , my sincere apologies for the inconvenience, I understand the concerns that come with all this. I have re-activated the kids safe for you. It is now on.

-Phili 

[Sunninghill34]

I have been away for a week and have come back to find that nothing has been done to resolve this problem.  So much for escalating this and dealing with it.  I am feeling completely let down by Talktalk.  If you can't resolve this, I am cancelling and moving provider to someone who can provide family safety features.

[siphosethu-TT]

Noted, as soon as I get an update, I'll get back to you but for now I've just escalated the matter okay. Thanks

[Sunninghill34]

Thank you.  I want the categories of gambling, pornography, suicide and self-harm, weapons and violence blocked, plus Youtube, Tiktok and Snapchat.

[siphosethu-TT]

 I'm getting the same error message when I try to turn it on from my end, I will make sure I get back to you as soon as I get an update on this though okay. Rest assured it is already being looked into. Thanks