SafeGuard Suddenly Stopped Working

[#1]

All of a sudden Safeguard has stopped working

All the websites I have on the block list can now be accessed ☹️

Tried switching Off and Back On again as well as removing the websites and re-adding them but still the same

Any ideas what the problem could be

Thanks

[#2]

I am seeing the same issue.

[#3]

@Percy2 

Don't expect it fixed any time soon if it is like the last time it stopped working for me in 2018. It took them many months to fix Safeguard on my account. They are so slow at doing things yet if it was a miseed direct debit they would soon be on to you😔

Very, very poor if you ask me, as internet safety when you have young ones in the house is a priority.

I have a feeling it is going to be a long wait again for me to have Safeguard working again

Plusnet ......Please sort this problem with Safeguard on my account out.

I still have a ticket open but it is yet to be answered properly

[#4]

Moderators Note

This topic has been moved from Fibre to Everything Else

[#5]

Similar problem here.  I've been using safeGuard for years and I noticed earlier this week that it isn't blocking anything at all.  I don't know when it stopped working as, obviously, I don't try to visit websites that I have blocked.

I've never managed to get it to block specific sites but now it doesn't even block well known adult content and gambling sites even those categories are blocked and have been for years.

I tried phoning plusnet but they just confirmed that safeGuard is active on my account and that it could take up to 24 hours for any changes to come into affect.

As a temporary fix I've started using CloudFlare, see;

https://blog.cloudflare.com/introducing-1-1-1-1-for-families/

It's free and easy to set up.  Blocks adult content and malware but the free service doesn't allow any customisation, for example, I would like to be able to block gambling sites but I can't.

[#6]

@tywrshbsc 

It is worrying how there is no proper response since 1st April to the raised Ticket on my account

Shocking service really. Cannot get in contact with any CS Advisor on Live Chat either.....nothing.

Online safety is paramount with a child in the house and this is causing great concern not having any control on what can be viewed online in our house

The last time this happened on my account with Safeguard not working was in 2018, and it tool Plusnet 6 months to sort it out

I have tried absolutley everything at my end to fix it but it still doesn't work

[#7]

I too am disappointed by the response from Plusnet.  I've managed to get through twice on the phone and both times they've just told me to log in and enable safeGuard then wait for the changes to take effect.  They seem to have no concerns at all that there could be a child safeguarding issue which other customers may not even be aware of.

I'm sure the problem is at their end as I've now set my router to use Cloudflare's filtered DNS (a very similar service) and that works, it just doesn't allow me to block gambling sites.  It's free and easy to do, certainly easier than getting hold of Plusnet.  There are many other similar free options.  I went with the Cloudflare one because I've heard of them before.

[#8]

@tywrshbsc 

It is disgusting behaviour from Plusnet. This is a major issue and meanwhile the kids can access porn, drugs, gambling sites amongst other 'wrong' websites

Having a phone call with them is a waste of time as I found out in 2018 when this happened when I had no Safeguard for around 6 months. They just read off a script , probably repeating what they tell everybody......wait 2 hours, restart router, blah blah etc...

Surely there must be a 'reset button' so to speak on my account at Plusnet's end to see if that sorts the issues out

I am trying to look around without success in the T&C's on whether I have a right to cancel my contract within my current one (ends Jan 2022) without penalty due to not getting the services I have signed up for. Yes, of course you can get issues where you may not have internet for a day, but when the issue goes on for weeks or months it is not on.

[#9]

I phoned again today, having waited 24 hours as instructed last time I phoned.

The first person I spoke to tried to direct me to the website blocking settings on my router.  I'm not using the Plusnet router so she tried to Google how to set filtering on my router.  She then said SafeGuard only works with Plusnet routers.  I can't see anything about this on the Plusnet website help or in any of the FAQs.  It says I need to use Plusnet's DNS servers, which I did, but nothing about needing a Plusnet router. 

I got the feeling she had no idea what I was asking about, so I thanked her for her help, hung up then phoned again.  This time I was told that SafeGuard is no longer offered to new customers.  Customers who had it should still have it but it may have been removed from my account in error even though I can still access it from my online account.  He then said he would raise it with the second line to see if anything could be done.

The second person's explanation seems to make sense.  It explains why nobody seems to be interested in fixing it or, as in the case of the first person I spoke to today, even know what I'm talking about.

The 2nd person I spoke to phoned me back about half an hour later and asked me to check the DNS settings (I did, they were correct).  He also confirmed that it should work with any router if the DNS settings are correct.

Looks like I will continue to use Cloudfare's filtering DNS service for the foreseeable future.

[#10]

Whether the current climate (limited staff numbers) excuse is what Plusnet are using but there is no help on these forums or via raising a ticket on my account like there used to be

Maybe if cancelimg the direct debit as I are not getting the services as desciribed in our contract...that might make them take notice and wake up

I know its the weekend where staff patrolling are probably limited, but this is taking the [-Censored-]

11 bloody days ago I raised this issue and nothing heard....shocking😠

Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.

[#11]

Seems as though they are not sure what is causing this. They are wanting to try change my static ip to see if that makes it works, but I am unable to change it as it will affect things linked to it.

Obviously this seems to a be problem for a lot of users, must be something at their end!

[#12]

@NeilK

This has happened quiet a few times before though, so you would have thought Plusnet would have got a grasp of what is causing the problems with Safeguard.

If you search for Safeguard in these forums you will see plenty of posts from the past with this issue including mine from 2018

https://community.plus.net/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&q...

[#13]

The 2nd person I spoke to on Sunday seemed to understand my concerns and raised internal support requests (rather than the usual telling me to turn the router off and on again).  Maybe it would help Plusnet join the dots if you mention this next time you speak to them:

He initially raised it as INFOPS-50672, then I have an update saying Re-raised as INFOPS-51489

Logged on the Plusnet Help Assist as Question# 213273345

FYI I do NOT have a static IP address.

[#14]

---

@tcj1971 wrote:

Maybe if cancelimg the direct debit as I are not getting the services as desciribed in our contract...that might make them take notice and wake up

---

 Cancelling the DD is never a good idea as that could put your account in arrears which may then affect your credit rating.

[#15]

@tywrshbsc 

We have the Plusnet Hub One Router in which you cannot change any settings to use the Cloudflare service

This is very frustrating. They simply do not care one bit

You have to laugh though, as there is still a page that promotes Safeguard all over it

https://www.plus.net/broadband/extras/online-security/