TalkTalk blocking access to IT support websites LOGME123 and Support.me

[Pedro26]

My router/TalkTalk is blocking access to the websites via which I obtain remote IT support from our remote IT support providers, i.e. LOGMEIN123 and Support.me 

If I use mobile phone data instead of the wifi I can access these websites from my device, but all devices are blocked if try to access them via my WiFi.

I have tried chat support for two days in a row but with no success/resolution of the issue. BTW I have scam protection turned off as per another post about the HomeSafe software

[Pedro26]

Thanks, the proton free vpn is now working also.

[Divsec]

Hi @Pedro26 good news, glad you appear to be sorted. 🤞 

If you need any further help we are always happy to try and help.

[Pedro26]

Apart from on the iPad, (BTW do they need an antivirus app?), on PCs and laptops, I do regular scans with Avira, Malwarebytes, and superantispware, as an additional guard I downland the latest version of Microsoft’s security scanner, and let it do the many hours full system scan.

Anyway after another abortive session with Talktalk chat technical an hour ago, I decided to follow the advice just given to another customer who posted with the same problem, and I turned the router off for 30 minutes, then back on. Now I can access UK lottery and logmein123 again.

Thanks for all the help, I now have a free proton vpn, should I need to use one. Hopefully, the different server issue this morning, (“can’t find server”) is just a blip in the Proton Netherlands server, maybe the paid for version just re-routes if one of their servers has an issue.

Hopefully, this problem does not recur.

Thanks

[Divsec]

Hi @Pedro26 this is really weird, especially the proton bit (I use them and find them totally reliable)

I'm wondering way out, and sorry if already suggested and tried, have you run a virus check recently?

[Pedro26]

I posted too soon, this morning with the vpn turned on I was blocked from accessing anything, I couldn’t even get to Google. That could be an issue with the proton vpn server in the Netherlands, but to do anything I had to turn the VPN off.

Still no access to those blocked websites.

[Pedro26]

Talktalk chat technical told me not to turn off my router for 24 to 48 hours as they are now monitoring it.

However, by using my mobile phone as a hotspot, and turning off my device’s wifi, I was able to get to the blocked proton vpn site, via the mobile phones connection, and set up a free account. With the vpn on and with wifi back on I can get round the Talktalk block on these legitimate websites, Uk lottery checker etc etc. But as soon as the vpn is disconnected there is no access to these websites.

[Divsec]

Hi @Pedro26 sorry things have become a bit confused with a fellow user taking part in your original post.

Ady and the team won't be back in till Monday. Have you tried the router reboot suggestions?

[Pedro26]

It’s still not working, my friend had Talktalk fibre to home/router installed yesterday with a new router, he can access the UK lottery checker website and logmein123, just confirmed that this evening.

[Ady-TalkTalk]

Excellent. Thanks for posting back to let us know. 

Ady

[Rugrats9999]

I have done a restart and can confirm it seems to be working again! Happy days 😁
When I contacted Support and spent 2hrs with them on Sunday why where the 'Experts' not aware that this was an open issue? I even explicitly mentioned the same website Logmein123.com

Perhaps something to take away and inform the higher-ups?

[Ady-TalkTalk]

Hi Rugrats9999, please start a new topic and restart the router in the meantime and retest. I've been advised that the team believe they've resolved the issue, but need a couple of customers to retest. 

Ady

[Ady-TalkTalk]

Hi Pedro26, please retest and let me know if this is still happening. It would be worth rebooting the router again. 

Ady

[Rugrats9999]

Hi - I've had exactly this same problem. Started approximately 10days ago.

I contacted TT on Sunday 23rd November.

My account shows I have an Eero router which is incorrect. TalkTalk replaced this with a Sagem. When I asked them to correct this Your expert did not believe me until I sent them a picture and then tried to explain to me what a Router is.....I told them I am an IT Professional who has been configuring routers and modems for 30yrs so I found this quite insulting.

Eventually after 2hours and being passed around there was no progress and they wanted to transfer me to yet another 'Expert'

After extensive research that I undertook BEFORE I contacted TT as it is clear that TT is blocking sites outside of any Homesafe settings. When I connect my devices to my friends WIFI or hotspot to my phone everything is fine and working normally.

[Ady-TalkTalk]

There is an incident open for this. I'll post back when I get any updates.

Ady

[ferguson]

Have you tried the other suggestion of changing your DNS server settings?

[Pedro26]

Even the UK lottery checker site is blocked, it’s a big issue for us, this blocking of websites, if it doesn’t get sorted soon we’ll have to look elsewhere for a provider.

[Ady-TalkTalk]

Hi Pedro26, I've added you to the list for the incident. I'll post back when I know more. 

Ady

[Divsec]

Hi @Pedro26 sorry my work arounds didn't, work. Glad you are sorted out now and hopefully things will be back to normal when you next need assistance.

Thanks also for reporting back, much appreciated.

[Pedro26]

Hi,

The VPN did not work, the remote IT support used Quick assist instead of those websites to take control of my machine, and they could not sort out the issue with a VPN and incognito browsing. They were able to sort out the problem that I had encountered before finding that LOGMEIN123 was now blocked. It must be a fairly recent change as this has been used multiple times in the past by me for remote support.

[Divsec]

Hi @Pedro26 it's a problem Which is under investigation.

Two work arounds might help,

1 Change you DNS settings

https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279

2 Use a VPN (plenty free ones around)

I'd love to tell you they work but no users have comeback to confirm or otherwise.