Homesafe problems

[Superdews]

On 7 May I received a message in my account saying that I had one or two Homesafe settings activated that should be switched off. I switched the settings off and then received an email from TalkTalk informing me that I had just turned off Virus Alerts and should switch them back on. When I tried to switch them back on I was unable to do so. I contacted customer support a couple of times and eventually spoke with a very helpful chap on 8 May who told me that the problem I was having was caused by the fact that I had returned my Eero in Feb 2022 to replace it with a Hub2 but the system still thinks I have an Eero and will not allow me to use Homesafe as it thinks I should be using the Eero app. He said he would pass this on to the relevant department and that I would have to wait for the fix to be actioned. I am still waiting. Is this a material breach by TalkTalk as I have been without the recommended security service for more than 30 days and nobody seems to have followed this up?

[Gondola]

You've been mis-informed as I think you know.

HomeSafe is designed for all TalkTalk broadband network connections via the TalkTalk DNS except for the eero packages that are protected by eero Secure (eero Plus as Amazon now title it). 

[Superdews]

I have spoken with customer service who now tell me that HomeSafe only works with the Eero router and therefore I need to replace my Hub2 with an Eero.. When I pointed out that HomeSafe seemed to be working in the background from Feb 2022 to May 2023 on the Hub2 the response was that there may have been a delay in updating the system after I returned my Eero in Feb 2022. Fourteen months is some delay.

I was under the impression that HomeSafe works on the Hub2 and that the Eero uses a different security software. If customer service are correct and HomeSafe only works with Eero routers than I have been living under the false impression that my broadband has been protected by TalkTalk over the period of my contract up to May 2023. As I said previously, it is a good job I have third party protection in place.

[Superdews]

It will soon be two months that I have been without HomeSafe and no action from TalkTalk. It is a good job I subscribe to third party protection. I wonder if this will be fixed before my contract renewal date.

[Gondola]

Hi @Superdews 

I queried this issue with TalkTalk management on 12 May as there had obviously been a change in MyAccount to trigger the red banner warning message about switching off Homesafe features. TalkTalk eventually raised a fault ticket on 12 Jun but I've heard nothing since.

In my case I use an eero enabled package so the security features are provided by eero Secure now renamed by Amazon in the eero app as eero Plus.

In your case I would expect it ought to be a simple back-office change to switch you to a non-eero package and therefore all Homesafe features become available and accessible. I'd still recommend having up to date anti-virus and anti-malware software to keep your devices secure.

What I'll do is request action by TalkTalk to carry out the required Full Fibre account type config change for you. I hope this will therefore be the fastest resolution and that it won't be necessary to raise a fault ticket.