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jdenyer5
Beginner
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Message 1 of 30

TalkTalk Homesafe blocking websites on BT broadband

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I've recently encountered that we have been unable to access a number of social networking websites, such as facebook and youtube, as well as betting and gaming websites as we're being blocked by homesafe, which is the parental controls for TalkTalk customers. We are not, nor have we ever been, customers of TalkTalk. I've spoken to them, they checked their system and there is no record of TalkTalk existing at my home phone number or address. They also insisted that it is not possible to get TalkTalk homesafe unless you are a customer of theirs, so like me, they're baffled.

 

I've been on the phone with BT for about 4 hours now over the course of the past 5 days and we've gone round in circles. From suggesting I refresh the webpage, reset the homehub, delete temporary internet files, to sharing my screen with them and prooving that there is no such software on my laptop; Homesafe is a feature only accessible on the web, not software on a laptop. Nothing has fixed it.

 

The problem exists across all browsers and devices connected to our home network, but not when connecting using 3G or to another network.

 

Most recently, I've acquired a Netgear router and replaced the homehub. I then connected a device that has never been on our network. The TalkTalk page arose again.

 

Any help would be magnificent as I'm fresh out of ideas to fix this. BT and TalkTalk are denying all responsibility.

 

Many thanks.

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Distinguished Sage
Distinguished Sage
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Message 2 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Welcome to this forum.

What is your current public IP address?

You can find this by visiting http://www.whatismyip.com/

 

This would be the first step in locating the problem.

 

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jdenyer5
Beginner
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Message 3 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Hello,

My current public IP is 88.106.191.152
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Distinguished Sage
Distinguished Sage
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Message 4 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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For some reason you are connected to TalkTalk Internet POP. I would suspect that someone has made a mistake with the wiring in the exchange, or your port is built wrong. That is the simple answer, which I am surprised that BT has not discovered such a simple error..

Someone else may well be connected to your BT Internet account, so watch your usage monitor.

 

% This is the RIPE Database query service.
% The objects are in RPSL format.
%
% The RIPE Database is subject to Terms and Conditions.
% See http://www.ripe.net/db/support/db-terms-conditions.pdf

% Note: this output has been filtered.
%       To receive output for a database update, use the "-B" flag.

% Information related to '88.104.0.0 - 88.107.255.255'

% Abuse contact for '88.104.0.0 - 88.107.255.255' is 'abuse@talktalkplc.com'

inetnum:        88.104.0.0 - 88.107.255.255
netname:        DSL-TISCALI-UK
descr:          Tiscali UK Ltd
descr:          Milton Keynes
descr:          Dynamic DSL
descr:          ==========================================================
descr:          Concerning abuse and spam ... Email abuse@talktalkplc.com
descr:          e-mail to other addresses will not be dealt with.
descr:          ==========================================================
country:        GB
admin-c:        TU935-RIPE
tech-c:         TU935-RIPE
status:         ASSIGNED PA
mnt-by:         TU935-RIPE-MNT
source:         RIPE  Filtered

role:           Tiscali UK
address:        Tiscali UK Limited
address:        11 Evesham Street
address:        London W11 4AJ
phone:          +44 207 087 2000
remarks:        Information: http://www.talktalk.co.uk
remarks:        -------------------------------------------------------
remarks:        Please report abuse complains to abuse@talktalkplc.com
remarks:        e-mail to other addresses will not be dealt with.
remarks:        -------------------------------------------------------
org:            ORG-TUL3-RIPE
admin-c:        MP15294-RIPE
admin-c:        RH2381-RIPE
tech-c:         MP15294-RIPE
nic-hdl:        TU935-RIPE
remarks:        Hostmaster Role Account
mnt-by:         TU935-RIPE-MNT
source:         RIPE  Filtered
abuse-mailbox:  abuse@talktalkplc.com



I have asked a moderator to provide assistance, they will post an invite on this thread.

 

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks

 

 

 

modpicture.jpg

 

 

 

This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it

 

 

 

Image2.jpg

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Distinguished Sage
Distinguished Sage
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Message 5 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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You can confirm this by trying to visit my website below.

 

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jdenyer5
Beginner
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Message 6 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Many thanks Keith! Crossed wires at the exchange was exactly what I thought might be the problem but they palmed it off saying there isn't a problem.

 

I just tried your website link and it showed up with an error saying you need to be connected to BT to access it.

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Moderator
Moderator
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Message 7 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Hi jdenyer5,

Welcome and thanks for posting. This is a very unusual problem but I think Keith has pointed us in the right direction (thanks Keith). I can look into this for you. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. 

Cheers

David

Community ModeratorDaveM
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Distinguished Sage
Distinguished Sage
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Message 8 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Leave it to DavidM to sort out. This should show up on their monitoring system when they look at your connection.

 

Please could you update this thread when the problem is fixed. Thanks.

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Did you manage to find the correct form to contact DavidM, the one that asks for your community user name?

You would have receive an enquiry number (do not post it here however).

 

I am assuming that your phone is still working, and you have the same phone number?

 

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jdenyer5
Beginner
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Message 10 of 30

Re: TalkTalk Homesafe blocking websites on BT broadband

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Yes I found the form and filled it all out fine, thanks.

 

We don't have a home phone connected up to the phoneline at present. But when I tried to get through to talk to someone about my broadband earlier it decided to do an automated test instead and raised some issues with out phone line too.

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