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JohnnyB1
Beginner
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Message 1 of 16

Cannot opt out of BT Web Address Help

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I am trying to work from home due to covid19.

I am trying to connect my work computer to the internet via Pulse Secure which is a VPN and it is not working.

 

http://bt.custhelp.com/app/answers/detail/a_id/14244/c/346,402,405

According to this page, the last question at the bottom, I should opt-out of BT Web Address Help by pressing the link on the work Preferences which is supposed to open this page:

http://preferences.webaddresshelp.bt.com/selfcare/preferences.cgi

Clicking there it gets me to a page showing this error message: "Sorry, we've not been able to check your Web Address Help preferences. Please make sure you're accessing this service using your BT Broadband line."

I am connected to my home BTinternet router.

 

This is so frustrating !!!!

 

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15 REPLIES 15
Keith_Beddoe
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Message 2 of 16

Re: Cannot opt out of BT Web Address Help

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@JohnnyB1 

BT Web address help is no longer in use, so that would not be the issue, however BT Web Protect may be the issue, if its enabled on your account. Login to MyBT and look at your extras to see if its been enabled.

Also see this thread https://community.bt.com/t5/Home-setup-Wi-Fi-network/Can-t-connect-to-works-VPN/td-p/2014937

It mentions turning off smart setup.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

 

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JohnnyB1
Beginner
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Message 3 of 16

Re: Cannot opt out of BT Web Address Help

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BT Web Protect is showing the option SWITCH ON  which is suggesting to me that it is off at the moment

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JohnnyB1
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Message 4 of 16

Re: Cannot opt out of BT Web Address Help

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Turning off SMART SETUP solved the problem. Thank so much. I was about to go back to work.
Keith_Beddoe
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Message 5 of 16

Re: Cannot opt out of BT Web Address Help

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@JohnnyB1 wrote:
Turning off SMART SETUP solved the problem. Thank so much. I was about to go back to work.

Excellent 😀

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JohnnyB1
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Message 6 of 16

Re: Cannot opt out of BT Web Address Help

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Second day, SMART SETUP disabled since yesterday and also checked today.

 

I get the same problem the first time I try to connect.

Pulse Secure login page shows: "This page can't be displayed"

 

Any more suggestions?

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Keith_Beddoe
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Message 7 of 16

Re: Cannot opt out of BT Web Address Help

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Make sure BT Parental controls are disabled.

It may also help to restart the home hub to get a different public IP address.

Changing the DNS settings on your computer to Google Public DNS (8.8.8.8) can also help, provided you can do that, as BTs DNS servers can be a bit unreliable at times.

 

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JohnnyB1
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Message 8 of 16

Re: Cannot opt out of BT Web Address Help

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JohnnyB1_0-1585381417047.png

 

Parental Control seems to be off. I will try your other suggestions as well.

I really appreciate you being here for support.

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Keith_Beddoe
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Message 9 of 16

Re: Cannot opt out of BT Web Address Help

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For some reason the BT Home Hubs seem to give problems with VPNs, judging by other posts.

I use my own router, mainly because I use OpenDNS and not BTs DNS servers. Also I use a mesh wireless system, so I do not need to use the wireless signal from the router.

Your message about the page not being able to displayed, looks more like a DNS issue than anything else.

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JohnnyB1
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Message 10 of 16

Re: Cannot opt out of BT Web Address Help

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Restarting the router did not work.

I also enabled Port clamping and it did not work even after another restart.

 

I do not have enough administrative rights to change DNS settings on my work computer.

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