Spotty internet connection

[NikoTheWolf]

Hello everyone,

I'm having a bit of an odd issue with my internet. For some reason i can connect to some websites and apps but not others. Some examples of the things i cannot connect to : Facebook, Twitter, Steam (Website and desktop app). Some examples of the things i can connect to : Google, Youtube, Netflix, Amazon. Error given when trying to connect to Facebook  : "ERR_SSL_PROTOCOL_ERROR", Twitter : "ERR_FAILED" , Steam : "ERR_SSL_PROTOCOL_ERROR" or "Error Code: -107".  My computer diagnostics and and the router both show that the connection to the internet should be perfectly fine. Internet speed and stability of the connection aren't great but that's not abnormal. What i've tried : Resetting my PC, Hard Resetting router, resetting router to factory settings, resetting router gateway, resetting PC SSL protocols, network reset of PC. I have tried googling this issue for longer than i'd like and i've hit dead end after dead end. Any help on the matter is appreciated!

[Michelle-TalkTalk]

Hello,

Thanks for the update.

Thanks

[NikoTheWolf]

Hi Chris, got in touch with my landlord and asked them to check if it was the homesafe settings. They haven't gotten back to me yet but i can finally access all websites again so i'm guessing that was spot on. Now everything seems to be working fine. Woohoo!

[Chris-TalkTalk]

Ok thanks. Just give us a shout when you're ready to proceed

Chris

[NikoTheWolf]

Hi Chris, trying to get in touch with the account holder for the plan (my landlord) we have over here, which is as you might expect a notoriously "easy" and "straightforward" process.

[Chris-TalkTalk]

Hi NikoTheWolf,

How are you getting on?

Chris

[Skynet_TX]

The account number will not be held in the router settings I'm afraid, to check the Homesafe settings you may need help from your Landlord to access the 'My Account' site.

[NikoTheWolf]

Hadn't really thought to check, as i'm only a tenant and don't know what the talktalk account number is it will take a while to either set up an account or get my very "helpful" landlord to do something. Is there any way to find this number apart from letters from talktalk? Perhaps somewhere on the router? But this suggestion is sounding like a possibility, tested with some other "adult" websites and the issue persists with them.

[Skynet_TX]

Good point @martswain, with the type of sites you are seeing being blocked it could be Homesafe related, and some customers have experienced the Homesafe settings just randomly switching on without their knowledge.

https://community.talktalk.co.uk/t5/Articles/How-to-turn-off-homesafe/ta-p/2205184

[martswain]

Have you also checked your Home Safe settings in your online account ?

[Skynet_TX]

If you have an ADSL connection then 10 minutes will often be long enough, but if you have a Fibre connection then it can take up to 30 minutes for the session to reset.

[NikoTheWolf]

Hi, i'll have to wait till late at night to do it as i have housemates but i'll give it a shot, last time i reset it i left it off for 10 minutes.

[Skynet_TX]

One additional thing you could try would be to leave your router switched off for over 30 minutes, that will ensure you get a new session when it is switched back on. Would be odd for the sort of problem you are seeing to be caused by a dodgy session, but can't hurt to give it a try if you have not tried this already.

[NikoTheWolf]

Hi Skynet, I have experience the same issues with my wired ethernet connection to my pc and using the wi-fi as well on my phone and tablet. Same issue was also present on my work laptop. i'll also make sure to update my profile too.

[Skynet_TX]

Hi @NikoTheWolf,

Is the device you are having issues with connected wired or wireless ?

Do you have any other devices you can test with, if so do they also have the same problems ?

For one of the TalkTalk Support Team on this community to be able to help you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

The Support Team here won't be around now until Monday, but they should be able to respond to this post early next week to help.