Safeguard not working at all!
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Re: Safeguard not working at all!
21-06-2019 3:13 PM
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Hi @phgannon
Thanks for your replies.
At this stage as I can see that @Optimatts has added you to the ongoing incident. As soon as their is any further update we will give you details on this thread.
Re: Safeguard not working at all!
21-06-2019 3:47 PM
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Hi @Warwick
Thanks for the update.
Interestingly I've also tried changing DNS settings locally on my laptop to see if I can provoke SG into working.
First off I changed the DNS for my wireless adapter on my Win 10 laptop [see attached screenshot "1 Changing Wireless Adapter DNS"] to the DNS mentioned by @Townman
I then opened a CMD window (running as admin), I first checked that DNS was set correctly, I then flushed the DNS, re-registered DNS and the displayed the cache just to make sure there wasn't anything it [see attached screenshot "2 DNS results"].
The net result of all this - not the blindest bit of difference. SG still not working. Unless I've missed a step perhaps.
Patrick
Re: Safeguard not working at all!
21-06-2019 3:59 PM
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bless patrick you really have given this a good go!
Not to be too harsh on plusnet as they have been helpful & A) acknowledged every message I have sent them regarding this & B) they have sent a new router out....but I cant understand how this can still be an issue FIVE months later.
Re: Safeguard not working at all!
21-06-2019 4:11 PM
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Can you please try doing a nslookup and check that the specified DNS server is being used.
C:\Users\Kevin>nslookup Default Server: ZyXEL.Home Address: 192.168.1.1 > google.co.uk Server: ZyXEL.Home Address: 192.168.1.1 Non-authoritative answer: Name: google.co.uk Addresses: 2a00:1450:4009:800::2003 216.58.210.227 > exit
The bit in blue is the default lookup server, it should be that which you configured on the WiFi interface and the bit in read is what was used to perform the lookup. If you know of a generic URL which SG blocks, that would be worth a try IF the SG IP address appears in nslookup .
HOWEVER thinking about this, if the DHCP is not dishing out the correct DNS settings, it is equally likely that the DNS server has no restriction settings for your account … so manually pointing to the SG DNS servers is not likely to achieve anything in terms of restricting access.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Safeguard not working at all!
21-06-2019 4:12 PM
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@matias100 wrote:
Not to be too harsh on plusnet as they have been helpful & A) acknowledged every message I have sent them regarding this & B) they have sent a new router out....but I cant understand how this can still be an issue FIVE months later.
We understand your frustration, we had thought this was fixed for the majority but clearly that's not the case.
Re: Safeguard not working at all!
21-06-2019 4:34 PM
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Grrrrr!!! This ridiculously short post edit time "really grinds my gears"!
The bit in blue is the default lookup server, it should be that which you configured on the WiFi interface and the bit in read is what was used to perform the lookup.
Should read...
The bit in blue is the default lookup server, it should be that which you configured on the WiFi interface and the bit in red is what was used to perform the lookup.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Safeguard not working at all!
21-06-2019 4:51 PM
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Hi @Townman
First of all, thank you very much for sticking with me on this and all your input, I really appreciate it.
I've done the NSLookup - see attached results. If I'm interpreting those results correctly, it looks like it's working as it should be.
I think you're right about this bit...
@Townman wrote:
HOWEVER thinking about this, if the DHCP is not dishing out the correct DNS settings, it is equally likely that the DNS server has no restriction settings for your account … so manually pointing to the SG DNS servers is not likely to achieve anything in terms of restricting access.
Maybe the next step would to go out and buy a router that I could manually configure. That way I could manually set the DNS on the router to point to the right DNS servers to get SG working.
Patrick
Re: Safeguard not working at all!
21-06-2019 5:05 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Safeguard not working at all!
on 21-06-2019 5:14 PM - last edited on 21-06-2019 7:26 PM by Strat
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Yes, good point... glad you spotted that... it was a test!!
Seriously though, sorry, I wasn't quite thinking straight when I wrote my last post.
I was thinking last night of giving Open DNS a go to see if that'd work. I've looked into that and you need to update the DNS on the router to their DNS servers.
Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.
Re: Safeguard not working at all!
28-07-2019 5:37 PM
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So today SG has started working!
Since my last post in June I'd just left it and not tinkered around with it all. And then, this morning, I just decided that I'll try it one more time and so all I did was to login to the portal and turn SG off and back on on again (resetting my router after each one) and now SG is working as expected.
Just thought I'd let you all know.
Re: Safeguard not working at all!
28-07-2019 6:35 PM
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Hello @phgannon
I am pleased to hear your Safeguard is now working and the issue has been resolved
Should you require any further assistance, please feel free to get back in touch with us.
Many thanks.
Re: Safeguard not working at all!
28-07-2019 7:47 PM
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phgannon Thanks for the shout!
Ive tested mine and confirm its working again... ironically exactly one week after I decided enough was enough and set in motion a switch to another provider, with plusnet agreeing to wavier the termination fee (I only have a month left to be fair) as a goodwill gesture for the inconvenience of safegaurd not working.
Too little to late but good to know its finally working!
Re: Safeguard not working at all!
28-07-2019 8:16 PM
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Is it known what was changed please?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Safeguard not working at all!
28-07-2019 9:30 PM
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Hello @Townman
I am unsure of the reason how the above steps have helped resolve the issue with Safeguard, but, I can find out and post it on the thread once we have further information.
Kind regards.
Re: Safeguard not working at all!
29-07-2019 10:29 PM
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Mine is working now. Didn't have to restart the router or change settings (SafeGuard was already set to on). Just posting so people know they don't necessarily need to switch router on and off etc.
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