Certain websites not loading - ERR_CONNECTION_RESET

[FUNNE1K]

Suddenly loading my Golf club website returns a ERR_CONNECTION_RESET error. 

The web page is Yeovil golf club. The same error appears when trying to load Inteligentgolf.co.uk

If I use an alternate Wi-Fi network it loads OK, If I use the MS Edge VPN it loads, If I change the DNS on the router to the google DNS it loads. However when using the 79.79.79.79 Talk Talk DNS it does not.

Have been on chat for over an hour with no response and don't want to go through my router position and laptop connection etc as nothing has changed this end ?

[Thabile-TT]

Yes this will be looked into by TalkTalk.

[FUNNE1K]

Will this be looked at by TT to correct so that I can reenable the virus element of Homesafe ?. Its a golf club website that has no Virus.

Do I need a ref no for the escalation to an external supplier for the line fault that you identified previously ?

[Thabile-TT]

Hi @FUNNE1K  that is correct this means if Homesafe/virus is on this will cause a block to the website , it better now you understand what you need to turn off in order to access the website.

[FUNNE1K]

Homesafe was left off for several hours and access to the website was OK.

I enabled the elements of Homesafe one by one and all worked until the Virus option was enabled. This then stopped access to the website. Once "virus" was disabled again access was restored.

It therefore looks like Homesafe/virus is blocking the website.

[Thabile-TT]

thank you.

[FUNNE1K]

OK - will update with result after 2 hours

[Thabile-TT]

Settings changes within HomeSafe can take up to 2 hours to take effect.

To ensure we give the system and network time to update itself, we will need to pause our diagnostics here and ask you to try again after the 2 hours.

If you still have issues, then please get back in contact with us and we can pick things up from there.

Please ensure you keep all the above settings turned off for the 2 hours. 

[Thabile-TT]

You will need to make sure that ALL of the following features are turned Off:

• Kid Safe
• Scam Protection
• Homework Time
• Virus Alerts

This will ensure that Home Safe is completely disabled

[FUNNE1K]

If I turn off "Virus Alerts" within Homesafe I can now login to the website OK without using the browser VPN.

[Thabile-TT]

Thank you, now that your home safe is off, please restart your router and try accessing the site again,

[FUNNE1K]

I will login again, but I have tried before with and without home safe active

[Thabile-TT]

We need you to log into your TalkTalk My Account service?

I will talk you through how to do this now

[Thabile-TT]

Okay thank you, We need to complete steps to confirm if you have Homesafe enabled on your account, and whether this is causing the issue that you are experiencing.

[FUNNE1K]

I have no VPN software installed. However if I use the VPN installed with Microsoft edge browser I can access the website OK.

[Thabile-TT]

Do you have a VPN (Virtual Private Network) service installed on your device? This allows you to connect to a secure network externally, for example connecting to your work network from home?

[FUNNE1K]

This was first noticed at the start of october. I reported fault on the 10th Oct. If i change to use google DNS the website works ok.

[Thabile-TT]

I just need to check when did you  notice this issue?

[Thabile-TT]

Thank you for providing with your mobile number however please note I had to remove it on this platform for your security. 

[FUNNE1K]

My mobile is .......

[Thabile-TT]

Do you have a mobile number you can provide us so we can contact you if needed?