Safeguard Was Blocking Websites Last Week But Not This Week

[#1]

After over 3 months (since I opened a ticket on 29th Oct last year) of Safeguard not blocking websites we do not want our children to view, Safeguard started to work last week but as of today it not blocking them again

What has happened?

[#2]

Hi @tcj1971, I'm afraid when checking into the incident which is causing the issues you're describing the investigation in getting this resolved is still ongoing. I am sincerely sorry for any inconvenience this may be causing and we'll be sure to update you via your account the moment we see the Safeguard is back up and running as expected.

[#3]

But it working last week. Nothing different at my end

I am not referring to the ticket I opened on the 29th October 2018 as Safeguard has been working since last week up until now

No idea what the have been messing with at Plusnet to stop Safeguard from working. Put it this way, I don't want another 3 month wait for it to get working again

[#4]

Thanks for getting back to us.

I'm afraid that whilst the incident is ongoing there isn't much we can do regarding this

[#5]

Lol what incident.

Is it to do with my account why it is not working, or something that has happened the last few days that is making Safeguard not work on everyone's accounts

[#6]

I will also add that the below DNS has also changed in my Hub Manager since around early last week to

Primary	213.159.6.9
Secondary	213.159.6.10

Before it was 

Primary	213.120.234.42
Secondary	213.120.234.38

So why suddenly the different DNS then?

Safeguard apparently requires

Primary	213.120.234.42
Secondary	213.120.234.42

[#7]

Unsure what's happening regarding that but I can confirm that the incident regarding Safeguard issues is still open and on-going. We'll get this sorted out as soon as we can, apologies for the inconvenience caused.

[#8]

Safeguard apart (although extremely annoying that it is not working again after it started working a couple of weeks back....so frustrating at the moment with the service from Plusnet)

Anyway, looking at my Connection details in my account. What is Optional Tertiary DNS server in the section Other settings for manual connection?

My Hub Manager settings show one of the DNS as being the Optional Tertiary DNS server 212.159.6.9

Why would the Primary and Secondary DNS settings suddenly change like they have in my Hub Manager since last week without someone doing something?

[#9]

Thanks for getting back to us.

Based on that information it appears that your router is thinking safeguard isn't turned on.

Have you tried rebooting the router and turning safeguard off and on in the control panel to see if this changes the DNS servers?

[#10]

Thanks for the reply

Yes I have tried the rebooting of the Router over the weekend and switching Safeguard on and off but still the same results. Also tried again today

Broadband network IP address: 46.208.215.29 Default gateway: 172.16.17.162 Primary DNS: 212.159.6.9 Secondary DNS: 212.159.6.10

[#11]

Hi @tcj1971, could you try updating the primary and secondary DNS to 213.120.234.42 and 213.120.234.38, respectively.

Thanks.

[#12]

@HarryB

I would if I could but it is the Hub One and you cannot do that of course...well I don't think you can

As I mentioned earlier in a post, those were the settings up until early last week, the DNS to 213.120.234.42 and 213.120.234.38 ones

[#13]

Hello @tcj1971,

Thanks for getting back to us, we really appreciate it. You will have to change the DNS on your device I am afraid. The article here may help you with this.

[#14]

@SammyM

Thanks for the reply

Yes I am aware it could be done that way, but that will only affect the device I change the settings on and I should not have to mess about going around the house changing every setting on every device.

Also with the looks of it, you cannot do it this way anyway as Safeguard requires both DNS to be set at 213.120.234.42 and it says the Alternative DNS needs to be different from the Primary one

I did not have to do this last week and Safeguard worked and also the Primary and Secondary numbers have changed in the Hub One Manager as previously mentioned.

It is all very frustrating what is happening with how and why the settings have changed on my Account/Hub Manager/Safeguard since around 10 days ago...and I have not touched a thing

[#15]

Thanks, those details all look fine. As per what Gandalf mentioned yesterday we do need the known issue to be resolved on our side too so we'll do our best to let you know when that's been resolved. - Adam