Safeguard. Does it actually work?
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Safeguard. Does it actually work?
04-03-2019 1:03 PM
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I’ve spoken to an agent on live chat and they told me to try not restarting the Hub One (in contradiction to what it says on the page) and, when that didn’t work a call to the support team. They told me I should have received an email after activation (I haven’t) and they’ve raised a ticket.
It should be working right?
Re: Safeguard. Does it actually work?
04-03-2019 2:30 PM
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Hi @BC1973,
Welcome to PN and welcome to the forums.
For most people Safeguard works as it should, but we're aware of a small number of customer who've been having a few problems with it, and unfortunately it appears you're one of those.
While the service is live on your account, it doesn't appear to be in a back-end system, the agent you spoke to the other day has already added your account onto the internal problem and the ticket is in a monitored pool so once we have something back when the fix rolls we'll be able to let you know.
Re: Safeguard. Does it actually work?
04-03-2019 2:56 PM
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Moderators Note
This topic has been moved from My Router to Everything Else
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Safeguard. Does it actually work?
05-03-2019 7:53 AM
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If you do not Safeguard working, be prepared for a very very very long wait and lots and lots of apologetic responses
You may have noticed my thread. I opened a ticket/question on my account on October 31st last year, yes over 4 months ago and the issue still has not been resolved - outright ridiculous
You cannot change any settings on the Hub One to the apparent required DNS settings for Safeguard so it is down to those at Plusnet,
Our kids meanwhile can view anything they want on the internet at our house.
Re: Safeguard. Does it actually work?
05-03-2019 9:35 AM
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Wow. That's not good. Surely if this is advertised as part of the package they should make sure it works?
Re: Safeguard. Does it actually work?
05-03-2019 10:43 AM
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Does anyone know if I can change DNS settings on my old BT HomeHub 5?
Re: Safeguard. Does it actually work?
05-03-2019 10:49 AM
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Erm, not too sure tbh
But I did write this aimed at Plusnet themselves, though nobody actually tried it (afaik). Note your DNS now though before reading further.
Aimed at PN staff only....
I've been digging into some notes of mine regarding something similar to this.
I kindly request that PN TRY this first before any customer tries this:
Log into a connected test router (I'm sure you'll have one connected)
http://192.168.1.254 or if you're using the other range http://172.16.0.1Advanced Settings -> cont' -> Broadband
Click disconnect
(obviously this will disconnect connection)If these hubs are like the HH5 (as in how the firmware is configured)
You should now be able to alter the primary and secondary DNS (IIRC - auto to manual?)
Select manual -> 2 boxes appear -> enter manual DNS servers.
Reconnect
(do these safe guard settings now work)?
If you want to try and it works then great. If it doesn't then revert to original DNS settings.
Re: Safeguard. Does it actually work?
05-03-2019 2:35 PM
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@BC1973 wrote:
Does anyone know if I can change DNS settings on my old BT HomeHub 5?
The answer is no unless you have the business version.
Moderator and Customer
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If it fixed it, help others - select 'This Fixed My Problem'
Re: Safeguard. Does it actually work?
05-03-2019 2:39 PM
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Ok. But other routers have the ability to change the DNS settings though?
Re: Safeguard. Does it actually work?
05-03-2019 3:04 PM
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Yes, I use a Business Smarthub 6 which I use on my Plusnet service which nas this option. It's the Business version only though. I paid about £20 for mine off Ebay. Most third party routers also have the option but will cost you more.
Having said this I have no idea whether all you need is to be able to set the Safeguard IP addresses to fix this problem.
Moderator and Customer
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If it fixed it, help others - select 'This Fixed My Problem'
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