Scam protection won't turn off

[Cbendel]

Hello,

In order to use remote access to my work computer I have to disable scam protection in the talk talk security settings.

Today when I went to turn the scam settings off, the off button was already checked. Scam protection is actually on. I can't access the remote computer.

I can't alter the scam protection setting either. if I click the on button, it says security settings have been changed but the off button remains checked and scam protection is still on?

I cannot disable scam protection.

I have done this several times and usually get an email each time the setting is changed. I only have one email this morning saying that scam protection has been changed to on.

Can you please resolve this as I cannot work from home with scam protection on.

Regards,

Keith

[nomfezeko-TT]

Thank you for your update regarding the WiFi outage you experienced last Thursday night. I’m glad to hear that TalkTalk support was able to resolve the issue quickly and that your connection has been stable since then.

If you encounter any further issues or have any questions about your service, please don’t hesitate to reach out. We’re here to help and ensure that you have a seamless experience with AnyDesk and your internet connection.

Thank you for your patience, we really appreciate you for choosing us. Please do enjoy the rest of your day!

Thanks,

-Fez. 

[Cbendel]

Hi nomfezeko,

Thanks for getting back to me.

We had a WiFi outage last Thursday night. I ran a line test and the connection came back on and AnyDesk was able to connect, but in the morning it was out again.

It was resolved quite quickly by TalkTalk support who said there was a fault on the line, and since the connection was restored I have been able to use AnyDesk without any problems.

Regards,

Keith 

[nomfezeko-TT]

Hi there @Cbendel , thank you for reaching out to us regarding the issues you're experiencing with AnyDesk after switching to the WiFi Hub. I understand how important remote access is, we will try our best to help resolve this. 

I appreciate you confirming that you've input the DNS settings correctly. Sometimes, even with the right settings, there can be other factors affecting connectivity. Please do let us know if you are still experiencing these issues so we can further assist. 

-Fez. 

[Gliwmaeden2]

Re-escalating this for staff attention, @Cbendel.

[Cbendel]

Hi Ferguson,

I was sent the WiFi Hub last week.

I was previously using an old D-Link Router.

I have input the DNS settings in the correct place as you have said and it makes no difference. AnyDesk cannot connect to its network and I cannot access the remote computers.

I previously had to disable scam protection on security settings on the website in order for AnyDesk to connect to it's network.

Scam protection settings cannot be altered on the website. The off button is always checked but it is always on.

Whether or not this is affecting AnyDesk, do you not think someone should check out the website.

What are the next steps to take to get AnyDesk working?

[Cbendel]

Hi Ferguson,

Yes that is where I changed the DNS settings. It didn't seem to make a difference.

I am just trying again now.

Keith 

[ferguson]

Which router do you have and are you sure you have changed the DNS server settings in the right place? 

For Sagemcom models you need to click on: See internet settings > Manage advanced settings > Internet connectivity > DNS IPv4. It will show Obtain DNS Automatically. Click on that and select Manually Specify DNS. Enter 8.8.8.8 in the Primary and 8.8.4.4 in the Secondary server boxes. Click Apply at the bottom.

[Cbendel]

Ok. Thank you for the information 

[Gliwmaeden2]

There's a change of staff on the forum this week, @Cbendel. Hopefully they will pick up where others left off.

[Cbendel]

Hi Gliwmaeden2,

I responded on my way to work around 8am. No one has responded the whole day.

This needs to be sorted out.

From previous experience telephone support is not good.

That's why I use the community forums.

Keith 

[Gliwmaeden2]

Staff are nearly at the end of their working day on the forum, @Cbendel.

Phone 03451 720088 or use Chat for further support today:

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

[Cbendel]

What are the next things to try?

I am supposed to be working from home tomorrow.

I would have hoped this would be resolved.

Regards,

Keith

[Cbendel]

By the way you told me to change DNS to 8.8.8.8 & 8.88.4.4

Did you mean 8.8.8.8 & 8.8.4.4.?

I tried both and it made no difference.

Was I supposed to reboot the router each time I changed DNS or should it not be necessary?

Keith 

[Cbendel]

Hi Karl,

No VPN. 

I use a program called AnyDesk to access a remote computer.

It was working fine, but I had to turn Scam Protection off in security WiFi settings in my account, in order to connect to the remote computer.

For the last few weeks I cannot turn scam protection off in the security settings of my account and therefore I cannot connect.

I didn't alter anything.

I still can't turn scam protection off in my account.

There is an archived post I can't access that seemed to have the same problem and has been solved.

I just get this on the search engine results:

Solved: Re: Turn Off Scam Protection - TalkTalk Help & Support

Hello, please could you also help me turn off scam protection on my account, it is not allowing me to connect to a work server.

Keith 

[Karl-TalkTalk]

Hi

This will have nothing to do with Homesafe.  Homesafe works via DNS.  If you have changed the DNS in the router, then Homesafe will not affect your connection, so something else will be affecting the connection.

You mention accessing a remote computer - do you use a VPN connection ?

Karl.

[Cbendel]

Hi Karl,

The new router arrived, thank you, and i changed the DNS settings.

It made no difference.

I have to say I have seen posts from other users who are having problems with Home Safe, turning settings on and off, so I think there is defintitely a problem with the website.

Please can this be sorted out. I haven't been able to work from home for weeks now!

Regards,

Keith

[Cbendel]

ok thanks

Keith

[Karl-TalkTalk]

No Problem 🙂

The router will usually arrive in 24-48hrs.  Bear in mind that tomorrow however is good Friday.

Karl.

[Cbendel]

Hi Karl,

Oh right.

Thanks very much Karl.

Regards,

Keith 

[Karl-TalkTalk]

Hi

The Dlink is an old router and no longer supported, so that will cause you issues.

A new router is on the way to you, so we can retest with this.

Karl