topic Re: Safeguard not working? in Everything else

Safeguard not working?

pivo — Wed, 14 May 2025 18:15:45 GMT

New customer to Plusnet, moved from TalkTalk due to their online security not blocking unwanted sites and no resolution available. Now discover the same issue on Plusnet - my settings show that Safeguard is turned ON and the various categories are selected. The timer is OFF. I have restarted modem (off for 10 minutes then back on) and left over 24 hours, but Safeguard still not working.

Is there any way to fix this? I have a part fibre connection.

Re: Safeguard not working?

MisterW — Wed, 14 May 2025 18:27:41 GMT

Are you overriding the router default DNS settings somewhere ?

Re: Safeguard not working?

pivo — Wed, 14 May 2025 18:33:06 GMT

Thanks for replying. I'm afraid I don't know what this is or how I would do it! Please could you explain?

Re: Safeguard not working?

MisterW — Wed, 14 May 2025 19:02:05 GMT

Overriding the DNS servers would prevent Safeguard from working but if you don't know what is is, that's not likely to be the problem. It's just odd that the TT system dint work either

Re: Safeguard not working?

pivo — Wed, 14 May 2025 20:16:47 GMT

Could a teenager have changed them and how would I reset them and lock them so that safeguard works?? Thank you.

Re: Safeguard not working?

MisterW — Wed, 14 May 2025 20:41:37 GMT

Check that all your devices are set to "obtain an IP address automatically" ( sometimes call using DHCP )
Then assuming you are using the Plusnet supplied router, fa ctory reset by holding the reset button in until the light starts flashing . Now see if Safeguard works. If it does , then someone has changed the settings

Re: Safeguard not working?

dvorak — Thu, 15 May 2025 10:26:50 GMT

Moderators Note

This topic has been moved from Broadband to Everything Else

Re: Safeguard not working?

pivo — Fri, 16 May 2025 08:14:38 GMT

How do I contact Plusnet to raise this issue? I can't resolve it by myself and am really disappointed that Safeguard isn't working. There is seemingly no way to email or online chat, I've tried calling and the automated response hung up on me when I said I had a broadband issue and has sent me a text instead! I was looking forward to dealing with UK-based customer service but if this is what they mean then I'm not impressed. Any ideas please? I did find a link somewhere to raise a ticket but the link was dead. At least with TalkTalk I could speak to a human being - eventually......

Re: Safeguard not working?

MisterW — Fri, 16 May 2025 08:35:06 GMT

Hopefully one of the Plusnet Help team who monitor this forum will pick this thread up and assist.

Re: Safeguard not working?

Dan_the_Van — Fri, 16 May 2025 08:52:07 GMT

@pivo

Assuming you have a Hub Two.

Have you made any changes to the Hub Two yourself and you have rebooted the Hub since enabling Safeguard on your account?

Looking at the Hub Two >Home >Status page what are the IP addresses for the Primary and Secondary DNS, for Safeguard they should be 213.120.234.38 and 213.120.234.42, if the are 212.159.6.9 or 212.159.6.10 and 212.159.13.49 or 212.159.13.50 Safeguard has not been set.

With the Hub two it is also possible to override the account defined DNS servers navigate from the Hub home page

>Advanced settings >My Network >IPv4 > look at DNS Settings, it should be set to Auto YES to use Safeguard

Unfortunately an enterprising person can bypass the local safeguard setting with a simple search using google,using a VPN service would bypass safeguard.

Re: Safeguard not working?

pivo — Fri, 16 May 2025 09:30:42 GMT

Thanks very much for this. Yes, I have a Hub Two and have done multiple restarts!

I have looked at the IP addresses for primary and secondary DNS which suggest Safeguard has not been set:

Primary: 212.159.6.9

Secondary: 212.159.13.49

However, when I look in advanced settings Auto YES is selected, indicating Safeguard *has* been set!

Safeguard is definitely turned on in my account - the top of the screen is in green and it clearly shows that this is ON. Any further suggestions please? I know about VPNs etc but this is more to prevent my youngest child accidentally coming across something he shouldn't.

Many thanks.

Re: Safeguard not working?

MisterW — Fri, 16 May 2025 10:55:32 GMT

@pivo

I have looked at the IP addresses for primary and secondary DNS which suggest Safeguard has not been set:

Primary: 212.159.6.9

Secondary: 212.159.13.49

There's something wrong here, if Safeguard is active on the account, then those should be showing the Safeguard IP addresses as posted by @Dan_the_Van above i.e 213.120.234.38 and 213.120.234.42

However, when I look in advanced settings Auto YES is selected, indicating Safeguard *has* been set!

Not quite, that setting being Auto YES just means that the Hub will use the ones being allocated to the connection. In your case, despite having Safeguard enabled , it would seem that the Safeguard DNS servers are not being allocated.

Can you check that the router is showing your correct accountname please ? If you go to Advanced settings->Broadband , the Broadband username should be showing as <youraccountname>@plusdsl.net .

Re: Safeguard not working?

Dan_the_Van — Fri, 16 May 2025 11:01:36 GMT

@MisterW

Yes, I was considering if there is a mismatch with the broadband username.

I'm wondering if setting the IPv4 DNS setting Auto to NO then adding the safeguard IP's would be a good plan?

All devices would need to be rebooted to read the new settings.

Re: Safeguard not working?

MisterW — Fri, 16 May 2025 11:17:39 GMT

@Dan_the_Van

I'm wondering if setting the IPv4 DNS setting Auto to NO then adding the safeguard IP's would be a good plan?

If the username comes back as the correct account, then yes , I'd considered that as a temporary 'fix' whilst getting staff to investigate why the Safeguard DNS isnt being allocated.

Re: Safeguard not working?

pivo — Fri, 16 May 2025 11:58:13 GMT

I have just checked and the broadband username it is showing is completely wrong - somebody else's name altogether! How do I change it? Thank you.

Re: Safeguard not working?

Dan_the_Van — Fri, 16 May 2025 12:13:39 GMT

@pivo

You need to go to >Advanced Settings >Broadband

Click on 'Disconnect' and correct the Broadband Username to yours, the password is the same as the members centre, then 'Connect'

@MisterW

looks like the Hub is not associated correctly to this account

Re: Safeguard not working?

MisterW — Fri, 16 May 2025 12:11:34 GMT

looks like to Hub is not associated correctly to this account

It certainly does! I'll try tagging one of the Help team to investigate... (if that doesnt work I'll escalate it)

@Marsh can you check this please ?

Re: Safeguard not working?

pivo — Fri, 16 May 2025 12:24:51 GMT

Thank you MisterW and Dan the van Safeguard is now working on my account!

Guess it proves that they do reuse hubs when they are returned - I always thought they put them straight in the bin.

Re: Safeguard not working?

MisterW — Fri, 16 May 2025 12:32:59 GMT

Guess it proves that they do reuse hubs when they are returned - I always thought they put them straight in the bin.

Even so, they should be correctly associated with the account. The dispatch procedure scans the barcode and updates the account with the router serial no. When installed, the router then connects using the factory reset details and retrieves the correct username details.