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

[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

[Cbendel]

Hi Karl,

I tried logging in to the router but could not find a way to change the DNS settings.

I am using the D-Link DSL-3782 Router.

Is what you're asking me to do a temporary measure, because the problem seems to be with the TalkTalk website?

A while ago I was having problems turning off scam protection. The site wouldn't save the setting. When clicked the circle of dots would just continue cycling in a circle and it wouldn't take the setting.

I tried Firefox browser and it would work. I continued doing this until after a while the website was updated and I could turn scam protection off in either browser (Edge or Firefox). Then I think the site was updated again and now I can't turn scam protection off in either browser.

I think the problem is to do with the TalkTalk website & website updates.

Regards,

Keith

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Cbendel]

Hi Karl,

Thanks.

I will give this a go when I get a chance and get back to you.

Regards,

Keith 

[Karl-TalkTalk]

Hi

homesafe is DNS based, so using google DNS will bypass it altogether.

To log into the router, just type 192.168.1.1 into a browser.  The user name is admin, and the password is on the back of the router.

Karl

[Cbendel]

Hello Karl,

I'm afraid I'm at work in the office for the rest of the week.

I don't get back till about 8pm.

I'm not sure how to log into the router and change the DNS settings.

Are you sure that is something I need to do?

Isn't this a problem with the website?

Keith 

[Karl-TalkTalk]

Hi

can you log into the router and change the DNS settings to use google DNS. 8.8.8.8  &  8.88.4.4

Karl

[Cbendel]

Hi Karl,

All options says off in homesafe, but scam protection is actually on.

if i click on the on button i will get an email saying my scam protection setting has been changed to on.

but the button will still say off even though scam protection is on. If i click off it is still on. All i can do is click the on button. I can't turn scam protection off.

i am trying to access a remote computer from my computer. when scam protection is on I can't access the remote computer 

regards,

keith 

[Karl-TalkTalk]

Hi

I'm showing that all options are set to OFF in homesafe.

Are you able trying to use a remote connection to connect out from your computer, or are you trying to accept a remote connection in to your computer from someone.

Thanks  

Karl. 

[Gliwmaeden2]

@Cbendel, staff did respond on 18th March but you did not post a reply.

Please keep an eye on the thread proactively, or you will miss staff attempts to offer support,  if you don't have the thread set for notifications of replies. 

I'll re-escalate the topic for you.

Staff will be replying during business hours, Monday to Friday, so not weekends. Also not on Bank Holidays.

[Cbendel]

Hello,

I have to work from home tomorrow. Scam protection still won't turn off.

I need to access a remote computer which scam protection prevents.

I posted the message a month ago and nothing has been done!

Please fix this.

Keith

[Chris-TalkTalk]

Hi Keith,

Sorry for the delay, are you still experiencing this problem?

Chris

[Gliwmaeden2]

@PurpleLux, you'll need to return to the message board and click on start a topic to begin your own thread. 

@Cbendel, you'll receive a response from staff after the weekend. Sorry to see that it wasn't picked up today. 

[PurpleLux]

I'm having the exact same problem. Teamviewer is pretty critical to my work, and I have to use my mobile data to connect to it, which is frustrating!

Sort it out Talk Talk!