topic Re: Safeguard not working at all! in Everything else

Safeguard not working at all!

James1982 — Wed, 20 Feb 2019 21:57:22 GMT

Hi, I recently contacted PN to complain that I couldn't toggle safeguard on/off. The service wasn't available on my account. I was met with a message that read something like "Safeguard will be accessible once your broadband is up and running" even though I've been a customer for some time and have previously used safeguard with success.
Anyway, PN have now added the safeguard toggle on/off feature. However, it has absolutely no effect. It doesn't block anything. I have tried switching it on and off. Rebooting router. Blocking certain categories, certain sites. All to no avail.
PN doesn't seem interested and have said it's an on going issue. I don't believe this as I am not seeing many other folks posting about the same issue.
Any ideas anyone please?

Re: Safeguard not working at all!

HarryB — Thu, 21 Feb 2019 12:59:02 GMT

Hi @James1982, I'm sorry to hear you're experiencing problems with Safeguard.

I can confirm this is a known issue, and I've made sure your account has been added to this list of affected accounts and we're working to resolve this as soon as possible.

I do sincerely apologise for any inconvenience this is causing.

Re: Safeguard not working at all!

James1982 — Thu, 21 Feb 2019 14:37:23 GMT

Thanks for the reply.

Re: Safeguard not working at all!

dvorak — Thu, 21 Feb 2019 14:57:41 GMT

Moderators Note

This topic has been moved from Fibre to Everything Else

Re: Safeguard not working at all!

JasonH1 — Wed, 27 Feb 2019 10:01:40 GMT

I've been having similar issues. I have tried changing DNS Servers to the 'Plusnet Safeguard DNS Servers' as described in https://www.plus.net/help/broadband/about-dns-server-and-website-settings/ but like you all websites are still allowed. Also, since enabling Safeguard about a week or so ago I've had to factory reset my router twice as the management page wasn't responding (I've never had to do that before) - not sure if this is related or not.

Re: Safeguard not working at all!

adamwalker — Wed, 27 Feb 2019 12:52:40 GMT

Hi JasonH1, sorry to see that's affected you too. I've added your details to the open incident too (IMT-2205) We'll do our best to update you as soon as we can.

Re: Safeguard not working at all!

JasonH1 — Wed, 27 Feb 2019 12:59:44 GMT

Thanks. Has the incident been open for several months now? Is it affecting all users or just some? I'm trying to establish whether it is worth persevering with Safeguard or whether I need to investigate another product - which would be a shame as I'll more than likely have to pay for for it.

Re: Safeguard not working at all!

OskarPapa — Wed, 27 Feb 2019 14:32:38 GMT

Hi @JasonH1, thanks for your post.

The issue has been ongoing for a few months now and doesn't seem to be affecting all customers.

We'll update you further as more information becomes available.

We're sincerely sorry for any inconvenience caused.

Re: Safeguard not working at all!

James1982 — Thu, 28 Feb 2019 19:24:46 GMT

Hi, was wondering if your safeguard was sorted yet?

Re: Safeguard not working at all!

MasterOfReality — Fri, 01 Mar 2019 10:08:00 GMT

Hi @James1982

I'm afraid it's still the same information that @OskarPapa provided above at the moment.

Apologies for the ongoing inconvenience.

Kind Regards,

MoR

Re: Safeguard not working at all!

JasonH1 — Fri, 01 Mar 2019 11:26:02 GMT

To avoid any confusion around the process, is someone able to outline the recommended steps for setting up Safeguard please? I presume it will be something like.....

1. Enable Safeguard on the portal

2. Wait 2 hours

3. Restart router (do we then need to change DNS settings on the router or should this be done automatically as a result of step 1)

4. Add a domain to the 'blocked' list on the portal. Do we need to wait 2 hours for this to take effect? Should this have been done before the restart in Step 3? Is a router restart required?

Thanks

Re: Safeguard not working at all!

RandallFlagg — Fri, 01 Mar 2019 12:09:54 GMT

Hi Jason,

Thanks for getting back in touch. See the below from the Safeguard FAQ which you can find here: https://www.plus.net/help/broadband/how-to-use-plusnet-safeguard/

Once your broadband service is ready, go to the Plusnet SafeGuard control panel and click the ON/OFF button at the top of the screen.

Next, switch your router off and on again. After 2 hours, Plusnet SafeGuard will start filtering content.

If you want to switch it off, follow the same steps and after 2 hours you'll be able to browse as normal.

Further information on blocking and other specifics can be found on the link above.

Best wishes

Dave

Re: Safeguard not working at all!

tcj1971 — Fri, 01 Mar 2019 17:30:22 GMT

@JasonH1

You may have noticed that I am also suffering from Safeguard not working. I honestly do not think there is a fix otherwise it would have been done by now after all these many many months

A few weeks ago it started working straight away within a minute of adding a website to block on my Safeguard account but only for a week or so until it stopped working again. All this about my Safeguard account settings clashes with someone elses account is probably rubbish as far as I am concerned

I am absolutely furious how this has not been fixed yet...it is so amateurish, but meanwhile my kids and many other Plusnet users kids are able to see stuff on the internet that is not good for them

The Router I have been supplied by Plusnet...the Hub One is the only Router I have ever had from any Broadband Provider where you cannot change any settings

Re: Safeguard not working at all!

Matted68 — Tue, 09 Apr 2019 13:33:02 GMT

I am having the same issues with Safeguard.

I logged this weeks ago and still no response.

Please add me to the list!

Re: Safeguard not working at all!

Satss — Tue, 09 Apr 2019 13:49:16 GMT

Hi @Matted68 I am sorry to hear that you also have been affected by this issue.

I can see that you recently spoke with one of our advisors about this over the phone and they have since added your account to our Incident tracker. You will be updated accordingly when this issue has been resolved.

Thanks,

Re: Safeguard not working at all!

RoperNo1 — Sat, 13 Apr 2019 15:05:18 GMT

Hi, I'm affected by this issue as well. Have turned on SafeGuard, turned the router off and on and am still able to access pornography 2 hours later. Tried this with the category specifically blocked and with it not specifically blocked. Did a test by setting a specific site as blocked and it made no difference. Currently have the DNS setting set to manual with the safeguard DNS settings as per faq:

https://www.plus.net/help/broadband/about-dns-server-and-website-settings/

but have also tried with DNS on auto. Can I be added to the list of impacted users please?

Re: Safeguard not working at all!

BD — Sat, 13 Apr 2019 20:34:01 GMT

Hi @RoperNo1 and welcome to the Community Forums.
I'm sorry to hear the safeguard feature isn't working as intended and I've certainly added your example onto the ongoing incident related to this.

Re: Safeguard not working at all!

phgannon — Sun, 16 Jun 2019 17:42:22 GMT

Hi.

I'm also having real problems in trying to get SafeGuard working. With a teenager in the house I really need this to work!

Like others I've tinkered around with the settings, checked DNS, rebooted my router loads of times - all to no avail.

So please can I also be added to the list of impacted users?

Thank you

Re: Safeguard not working at all!

Townman — Mon, 17 Jun 2019 07:35:57 GMT

What kind of account have you hot and do you have a fixed IP address?

Re: Safeguard not working at all!

Townman — Mon, 17 Jun 2019 08:01:28 GMT

... have you got ...

This 20 minutes editing limit grinds my gears!!!