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Contradictory messages - F-Secure not working but status says protected

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17 REPLIES 17
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Popular Poster

I get a daily Windows security notification to say my F-Secure is not working. But when I log in to TalkTalk account, I can see I am still paying for it. And when logging into the Supersafe account, it says 'Your subscription is valid'.

With these contradictory messages, it is not clear if I am protected or not. Can anyone help? Thanks.

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Community Team - TT Staff

Hi Adrian24, have you checked in safeavenue to see if the device is showing as protected? 

 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi Ady

I don't know what you mean by safeavenue. Would you be able to tell me how to check it?

Many thanks

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Community Team - TT Staff

Hi Adrian24, safeavenue is your online access to manage your existing and new devices. You can access it via this link.

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi

Thank you for that.

I logged in and the status says 'Your subscription is valid'

 

But the other thing I noticed when using my bank account this morning is that the protection did not automatically come on.

 

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Community Team - TT Staff

What site were you on when Banking protection didn't come online?

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi, was on www.santander.co.uk. And using Firefox browser.

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Community Team - TT Staff

Ok could you try again and if it fails run the fsdiag test from 

https://www.f-secure.com/gb-en/home/support/tools once that's done can you send the result to me in an email to supersafeboost@talktalkplc.com with your username in the subject field so that I can identify your message. 

 

Ady

 


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi, I ran this and the size of the zip file was about 10 Mb, so after sending it I got "Mail delivery failed: returning message to sender". 

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Community Team - TT Staff

I just tested the mailbox and it's receiving mail normally. 10mbps should go though. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Community Team - TT Staff

supersafeboost@talktalkplc.com is the address. I've just retyped it in case I'd left a space before. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi Ady, I have sent it again earlier this morning. Thank you.

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Community Team - TT Staff

Thanks I've got the file and sent it over to the Fsecure team to investigate it for you. I'll post back once I've heard back.

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Hi,

Have you heard anything back yet?

Thanks

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Community Team - TT Staff

Unusually for Fsecure I haven't had a response. I've sent a chaser to the team. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

Ady

Could you ask when I can expect a response?

Thank you

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Community Team - TT Staff

We're way overdue. I've sent a chaser and will keep going until I hear back for you. I'm really really surprised, fsecure support are better than this normally. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Popular Poster

I am not impressed by F-Secure's customer service. It is now over two months.