MANAGE WI-FI AND SECURITY SETTINGS

[Blackbriar66]

I have a longstanding issue with Manage Wi-Fi and Security settings access.

I am not able to access and manage the allowing and blocking of the various website categories.

There is a technical error message stating that TalkTalk are trying hard to fix the issue.

The message has been there fore at least 2 months and when I can actually get to speak to someone I am told that it is a general issue across the network which is being addressed.

Is this true? Are all customers experiencing this issue?

[nameunknown_]

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@Blackbriar66 wrote:

Hi,

I'm not sure why I would want to change my DNS settings for Homesafe, even just on my own device.

I am not an IT adminstrator so I would not be confident in doing this.

I will wait for the escalation response.

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I made the suggestion as a temporary workaround because you mentioned that the issue is preventing you from accessing sites for such things as online job applications and moneysupermarket offers, and you may not be able to access those sites for up to 5-7 working days (or possibly more, if the escalation does not resolve the issue).

I understand that not everyone is not confident in making such changes. Hopefully the issue is resolved for you soon.

[Philile-TT]

Okay no worries. thank you.

[Blackbriar66]

Hi,

I'm not sure why I would want to change my DNS settings for Homesafe, even just on my own device.

I am not an IT adminstrator so I would not be confident in doing this.

I will wait for the escalation response.

[Philile-TT]

@Blackbriar66 please advise if the suggestion by @nameunknown_ worked? 

[nameunknown_]

Robert,

Whilst you are waiting for a response to the escalation, you can temporarily remove all HomeSafe features by changing your DNS settings. For information on how to do that see:

https://help-centre.talktalk.co.uk/Broadband/Something_else/Using_3rd_Party_DNS

That article is about changing DNS settings in the router. If you need to keep HomeSafe in place for internet use by other family members, you can change the DNS settings in the specific device that you are using.

[Blackbriar66]

I need to check my kidsafe settings to see what website categories are being blocked. There are specific sites or web pages that I cannot visit from links in emails e.g. online job applications, moneysupermarket offers  because they are being blocked.

When I click on to mysecurity page there is no longer a link to access the kidsafe settings.

[Mandisa-TT]

I have accessed your account and I have managed an escalation for you for our myaccount team to look into your issue and it does take 5-7 working days to get a respond  from them when an escalation is raised. Can you confirm if there were any changes that you wanted to make on your myaccount?

[Mandisa-TT]

Thank you for confirming this, I will access your account and manage an escalation for our myaccount team to have a look at your issue.

[Blackbriar66]

Heh there @kanya-TT , in MySecurity screen the technical error message has disappeared, however, there is no longer a link to access kidsafe settings. to add/delete website categories etc...

[kanya-TT]

Hey there, @Blackbriar66. Please get back to us when you have feedback on the changes we've advised.

Kanya

[nameunknown_]

@Blackbriar66 

I have found reports of the same issue, one in November 2024, and one in May 2025.

https://community.talktalk.co.uk/t5/Security/Unable-to-make-changes-to-Homesafe/m-p/3078319

https://community.talktalk.co.uk/t5/Security/Kid-safe-switched-off-and-technical-issue-in-switching-...

It appears to be an issue that TalkTalk has not yet resolved.

The answer to your question "Are all customers experiencing this issue?" is no. I have just accessed the 'My Security Settings' page, made changes, and confirmed that the changes had the desired effect.

[nambuso-TT]

And did you clear cookies and cache on your current browser?

[Blackbriar66]

@sabelo-TT , downloading and installing chrome as recommended has not made the slightest difference to the issue.

The technical error message in mysecurity screen is still there..

[Blackbriar66]

At the mysecurity screen there is a technical error message which is preventing me accessing my wi-fi security options e.g. blocking or adding website categories etc.

[sabelo-TT]

@Blackbriar66, just checking to see if you still require assistance. 

[nameunknown_]

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@Blackbriar66 wrote:

I am not able to access my HomeSafe settings. From My Account I click on Manage Your Wi-Fi Security but can get no further because there is a message 'There was a technical error. 

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I don't know why the 'Manage Your Wi-Fi Security' link is not working for you. However, you can get to the security settings page via the main menu, which is accessed by clicking on your name at the top right of the MyAccount page.

With the main menu open, select 'Profile & Settings', then select 'My Security Settings'.

That takes you to https://service.talktalk.co.uk/myaccount/security.

[sabelo-TT]

Not Microsoft Edge @Blackbriar66, instead, please use Google Chrome for this instance. 

[Gliwmaeden2]

I think they mean that you should try the Chrome browser instead, @Blackbriar66.

[Blackbriar66]

Do you mean my Edge browser history??

[sabelo-TT]

I understand. Kindly try accessing your MyAccount via Google Chrome. Firstly, clear your Chrome browser history.