TalkTalk SuperSafe Software problem

[daverioja]

Getting totally fed up with this now. After lots of phone calls and research, I still cannot connect to my local golf club or the national golf club system from home, unless I connect via a VPN on Wi-Fi, otherwise I have to go outdoors and use my phone cellular network, (which also has antivirus software). I traced the issue to SuperSafe Software. I did a virus check myself on the site concerned and it came up just with CRDF, which I understand  is an independent IT security lab, not a virus. TalkTalk advise me to turn off scam protection, but it hasn't made any difference. Several hundred of my golf colleagues use the "affected" sites daily with no problem. Very frustrating that TalkTalk can't sort this out, it's not a major thing but really irritating and I find unbelievable that they cannot fix it.

[Philile-TT]

Thank you for confirming that. 

[daverioja]

My club site is http://www.theridgegolfclubkent.co.uk/ and I cannot access (says server is not available) unless I use a VPN, then it connects.

The Club website and hundreds of others are run by Intelligent Golf,  golf club management software, whos site does use https   https://www.intelligentgolf.co.uk

So no idea how to fix this, my club just says no one else is having this problem.... and I dont either when I use the wi-fi in the club, so can only think issue is with HomeSafe! But thanks for the help.

[Philile-TT]

@fr8ys let wait for @daverioja to confirm. 

[fr8ys]

@Philile-TT I do wonder if the issue is with the Http used by the golf club rather than https and this is throwing up issues accessing.

I'm not a Mac user @daverioja but think they are tighter on security generally than Windows.

@ferguson are you a Mac user? If so could you try accessing these 2 sites please? Thanks.

[Philile-TT]

@daverioja I understand your concern, as @Gliwmaeden2 has advised the HomeSafe is a free option. Since @fr8ys has confirmed that you may experience less troubles with having SuperSafe as a software proctor rather than the HomeSafe I would suggest that you look into adding SuperSafe boost on your account. 

[daverioja]

Thanks for your help. Seems I dont have (or want SuperSafe). All I have found is that anyone I know at present not using TalkTalk WiFi can access these sites with no problem. Been with TalkTalk for nearly 20 years and I have never changed DNS settings, not sure I would know how to or want to. In general, TT has been OK with only a few issues, although the main reason I stay with them is because I didn't want to lose an email address I have had since the beginning.

[daverioja]

Hi, It seems I have not got SuperSafe, just the free stuff. TBH I find the TT website a bit of a PITA overloaded with guff making it hard to know exactly what I have without wasting hours opening multiple windows and frequently having to re-login again. I don't think there is much point in being provided with a software security feature that would be helpful, but that I cant actually use. Not sure what you meant by "search result you had for this issue was totally erroneous", I was just trying to understand why I cant open a safe site. I use a Mac, so dont really want loads of additional security software. My neighbour uses a windows PC with Norton and Macafee, and although they continually cause him grief, he can log in to my golf club site with no problem!

[siphosethu-TT]

Thank you @fr8ys, appreciate you. 

[fr8ys]

@daverioja 

I have Supersafe  (but not Homesafe) included on my devices and have tried from a Laptop, PC and Tablet and get the same results each time as follows:

http://theridge.co.uk/- I get a screen informing me the website does not support a secure connection, i.e. a HTTPS connection as it is still written using HTTP protocols. There is a learn more link and also a button continue to site which opens up.

I tried  using https instead of http in the address and this brings up a warning that the site is not secure and attackers may try to steal your info and a hidden button with no text to continue which opens the web page.

This again leads one to think that the website owners need to update their website using HTTPS protocols as this will become more widespread if not addressed.

My local rambling club, which I was responsible for the website, have recently had to do similar to avoid such issues and many members mentioned the couldn't connect or did not want to proceed given such warnings.

https://www.intelligentgolf.co.uk/ - I have no issues getting to this site at all as it is HTTPS compliant

I also use the TalkTalk DNS settings. Do you? have you tried changing these to Google to test? Note though that if you have Homesafe installed you need TalkTalk DNS settings for this to work, but it may help establish where the issue is.

Just a few ramblings that may help you resolve this or give pointers, but given I can access using Supersafe I don't think TalkTalk per se are blocking access, but it may be a combination of things conflicting with one another.

[siphosethu-TT]

Thank you very much @Gliwmaeden2, appreciate the help. 

[Gliwmaeden2]

@daverioja, the Homesafe settings come free with Talktalk packages, but are not compulsory to actually use. 

Odd that you got an initial result in your searches mentioning Supersafe, as that needs to be chosen by the customer as an add on and comes with a fee, plus software to download etc.

The difference is mentioned in this article:

https://help-centre.talktalk.co.uk/Broadband/Security/How_to_use_HomeSafe

Do you actually even have Supersafe in your package? If not, the search result you had for this issue was totally erroneous. 

Homesafe has identified several sites and blocked access in recent months despite the websites apparently being "clean".

You can avoid the problem if Homesafe is switched off and you use (possibly free) third party virus protection. 

[siphosethu-TT]

I can't confirm anything at the moment, please monitor it and I'll get back to you if I have any feedback on this. 

[daverioja]

Hi and thanks. I turned off virus alerts and now I can access the golf club website. However, TalkTalk is obviously telling me to turn it back on, and it does seem a bit silly to have extensive software to protect viruses and leave it turned off. I've just done another scan using VirusTotal, checking the URL http://theridge.co.uk/theridge.co.uk and it found no issues at all. Also checked the overall website https://www.intelligentgolf.co.uk/ www.intelligentgolf.co.uk and no problems found. Turned virus alerts back on, now cannot access the websites.

So not sure what to do now, possibly TT software has an issue?

[siphosethu-TT]

Hi there @daverioja, I've just checked on your account and the only thing that's active on your home safe is virus alerts, please switch it off to check if that might be the cause. Please note that the change will reflect after 24 hours in my account.

[siphosethu-TT]

Thank you for confirming that for me, allow me to investigate this for you and get back to you. 

[daverioja]

Yes, if it doesnt default to my home wifi. Works ok on my phone outdoors on Lebara network or on wifi in other establishments!

[mandisa1-TT]

Hi there @daverioja I am sorry to hear you are experiencing issues accessing certain sites because of super safe. Just to confirm are you able to access the national golf club system when you are connected to your mobile data?