No access to some gaming and social sites

[Da4872634]

My access to certain gaming and social networking sites has become limited - across devices and browsers my family members use. Sites include: Instagram and Twitter, battle.net, riotgames.com, epicgames.com, and leagueoflegends.com.

The block started two weeks ago. I tried switching kids safe off and on, resetting the categories for games and social sites, and whitelisting these sites, which worked sometimes but doesn't now. 

We also switched off the router for over 30 minutes, as I saw on a previous thread where someone else had this problem. Please can you help? Thanks! 

[Michelle-TalkTalk]

Hello,

Thank you 🙂

Thanks

[Da4872634]

Yes, thanks. I'm on it!

A 

[Michelle-TalkTalk]

Morning,

Yes please. Did you receive a router returns bag?

Thanks

[Da4872634]

Hi Michelle - shall i mail back the test router, or keep hold of it for now? Thank you! Arif 

[Michelle-TalkTalk]

Hello,

I'm glad to hear this and thanks for confirming 🙂

Thanks

[Da4872634]

Hi Michelle,

Yes, you cracked it. I am so pleased - thank you for your eagle eyes and perseverance. We now have full access to those sites blocked by Homework Time - gaming and social. 

Thank you so much. I reckon this case is closed! 

Kind regards,

Arif

[Da4872634]

Hi Michelle,

You may be a genius. Yes, that is right! We had full access at the weekend, but not the weekdays. Funny thing is, we have never used the Homework setting, as my kids are college age - but I may have checked it by accident. 

This could well be the issue - I will let you know asap what happens when I turn it off.

A 

[Michelle-TalkTalk]

Hi,

Thank you. From the screenshot I can see that it shows that Kidsafe is ticked off but further down it shows Homework time is on. Did you say that it seems to be work fine during the weekend and then starts again on a Monday?

Thanks

[Da4872634]

Hi Michelle,

Thanks for your perseverance. Gaming and social sites are still blocked with Kids Safe On and also Off.

I have attached the sequence of actions from just now:

1. to show Kids Safe is On (and gaming is unblocked)

2. to show Kids Safe is now off

3. to show the popup that comes up to indicate Kids Safe is definitely off

4.  to show EA.com is still blocked with Kids Safe switched off

5. to show Kids Safe is switched on again (and gaming is unblocked).

6. to show again that EA.com is still blocked with Kids Safe switched on (but gaming is unchecked)

Many thanks,

Arif

[Michelle-TalkTalk]

Hello,

Would it be possible to post another screenshot please (with no personal details) I'm just wondering if when you are switching this off in your My Account if the changes are not taking effect.

Thanks

[Da4872634]

Hi Chris,

That is correct. 

Thanks,

Arif

[Chris-TalkTalk]

Hi Da4872634,

Just to confirm, you've not changed any of the router settings from default have you, such as Firewall settings?

Chris

[Da4872634]

Hi Michelle,

Kidsafe is now off. The errors are coming up the same. The sites are blocked and saying:

This site can’t provide a secure connectionwww.square-enix-games.com sent an invalid response.

Try running Windows Network Diagnostics.

ERR_SSL_PROTOCOL_ERROR

This site can’t provide a secure connectionwww.facebook.com sent an invalid response.

Try running Windows Network Diagnostics.

ERR_SSL_PROTOCOL_ERROR

And for EA.com:

KidsSafe has blocked this site.

The site you tried to access was detected to contain content that falls into the category Gaming, which your KidsSafe settings won't allow.

If you still want to, you'll need to remove the relevant block in My Account. Please remember, any site no longer blocked can then be seen on any device using your home broadband.

Thanks!

A

[Michelle-TalkTalk]

Hi,

Thanks for the screenshot. If you switch Kidsafe off and then retest again what happens?

Thanks

[Da4872634]

Hi Michelle,

Here's that screen grab. 

Thanks!

A

[Da4872634]

Hi Michelle,

Thanks for the guidance there on the certificates not matching - makes sense! So, I clicked the advanced tab and proceeded to the web site and got the following error on all 3 browsers:

This site can’t provide a secure connection

www.facebook.com sent an invalid response.

• Try running Windows Network Diagnostics.

ERR_SSL_PROTOCOL_ERROR

[Michelle-TalkTalk]

Hello,

Could you also log into your HomeSafe now and take a screen shot but make sure to remove any personal information such as telephone, account number, name, etc. Please do not post any personal information on the Community.

Thanks

[Michelle-TalkTalk]

Hi,

These are expected errors as your accessing via the IP address and not the domain and so the certificates don't match but it's safe to view, select the option to progress to view the website, this should be in the advance tab. 

Thanks

[Da4872634]

Hi Michelle,

Here are the 3 results for the Facebook IP address - on Chrome, Opera and Edge - all blocked.

How do I get the IP addresses for EA.com or square enix?

Thanks!

A 

[Michelle-TalkTalk]

Hi,

Could you try typing the facebook ip address into a browser and letting us know if you are able to access the site this way or if it still shows as blocked please? If possible can you also try and access the other sites experiencing the same issue via the IP address directly please.

facebook 157.240.225.35

Thanks