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Safeguard won't stay enabled

FIXED
tcj1971
Rising Star
Posts: 134
Thanks: 18
Registered: ‎14-02-2017

Re: Safeguard won't stay enabled

@ymbajracharya

 

It took them 6 months to fix Safeguard not working on my account the last time it happened in 2018

 

I have contacted the 'team' though Twitter so lets see if that gets me anywhere - I am at the stage of .......Thanks for confirming. We've raised this to the relevant team and we'll update you as soon as we know more

Kelly
Hero
Posts: 5,494
Thanks: 373
Fixes: 9
Registered: ‎04-04-2007

Re: Safeguard won't stay enabled

The issues last time weren't actually a problem with the Parental Controls system.  They were to do with how we send orders to turn it on and off and was really fiddly.  Hopefully this is something less awkward to fix.  I've been prodding ex-colleagues about this one to make sure it's sorted and they are definitely on it with it.

@JonoH welcome back Smiley  Fancy taking a hold of this thread so I can' stop worrying and go back to sitting on the sofa with my crisps? Cheesy

Kelly Dorset
Ex-Broadband Service Manager
tywrshbsc
Dabbler
Posts: 18
Thanks: 10
Registered: ‎10-04-2021

Re: Safeguard won't stay enabled

I agree with tweak14 about the safeguarding issues.  The thing that worries me is that there are possibly many hundreds (even thousands?) of customers who think they are protected but aren't (I don't know about you but it isn't something I test very often). 

If you know any other parents who use Plusnet perhaps you can mention it to them.

 

I would be interested to know if safeGuard is actually working for anyone? 

a) Does it block anything at all e.g. well-known porn sites?

b) Are you able to block specific sites and categories?

hawmead
Grafter
Posts: 29
Thanks: 3
Registered: ‎20-12-2012

Re: Safeguard won't stay enabled

I raised this over a year ago and after a few months of badgering them by threatening to report them to the regulator, they finally fixed it for me. I thought the fix they provided had been rolled out across the board. I am astounded to find that my inbox is still being filled with forum updates from those that are having the same issues after all this time.

as someone said, I suspect that there are very many Plusnet users out there blissfully unaware that their kids are having free reign of the internet and all that entails.

plusnet, this needs to be properly sorted. I can see no excuse why you haven’t been able to provide proper safeguarding when you have know about the problem for years.

JonoH
Community Gaffer
Community Gaffer
Posts: 3,595
Thanks: 6,078
Fixes: 118
Registered: ‎29-09-2011

Re: Safeguard won't stay enabled

I'm not back at work until late next week, but I'll certainly see where we are with this then.

 

As always guys, thanks for letting us know that you've got a problem.

 Jono H
 Plusnet Community Manager
steve440
Newbie
Posts: 7
Registered: ‎15-04-2021

Re: Safeguard won't stay enabled

Safeguard working this morning but stopped again now! What is going on?

tcj1971
Rising Star
Posts: 134
Thanks: 18
Registered: ‎14-02-2017

Re: Safeguard won't stay enabled

Is everyone still having trouble with Safeguard not working?

 

Mine still isn't so I have contacted support via Twitter for any updates on my account with Safeguard still not working. This is going on for far too long now. The kids in our house can see anything they want on the internet at the moment and that is disgusting

tywrshbsc
Dabbler
Posts: 18
Thanks: 10
Registered: ‎10-04-2021

Re: Safeguard won't stay enabled

I've just checked (17:10, 19th April) and I confirm that it is still NOT working. 

Even default categories are not blocked, e.g. pornhub is accessible.

jeremy1
Hooked
Posts: 5
Thanks: 1
Registered: ‎14-04-2021

Re: Safeguard won't stay enabled

SafeGuard is still not working for me. I raised a complaint with Plusnet but so far their response has been that it's a problem with my set up and that nobody else is having a problem with SafeGuard (according to them nobody else has complained). The 'Customer Advocate' assigned to my case gave instruction for setting up the router which in fact didn't change any of the settings (because that's how it already was set up). I don't think they are going to give any real support, the customer advocate was reading from a sheet and not technically minded themselves.

steve440
Newbie
Posts: 7
Registered: ‎15-04-2021

Re: Safeguard won't stay enabled

Safeguard is working today, but as per my previous post it was working Saturday morning but not Saturday afternoon! So basically who knows.

NeilK
Hooked
Posts: 7
Thanks: 2
Registered: ‎05-04-2021

Re: Safeguard won't stay enabled

Ours is still not working, I was told to put a paper clip in reset button on router, that deleted all my port forwarding... And didn't make safeguard work...

Although the CS advisor was helpful, they didn't really acknowledge this is a problem for lots of users..

It has been requested by tech support to change my static ip which will affect my cctv etc (and probably cost me again to rectify... As I had to pay the engineer to reset up port forwarding...) but I don't think changing the ip will work either as a lot of others are having a problem with safeguard...

Meanwhile my children are able to see things on YouTube with swearing etc.... Disgusting that this is still not rectified...

I am out of contract, anybody have any recommendations on any other business broadband providers that can offer working safeguards...?
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,773
Thanks: 6,264
Fixes: 1,030
Registered: ‎21-04-2017

Re: Safeguard won't stay enabled

Hi everybody, we're aware there are currently further problems with Safeguard and we've got this logged as an incident. There's work happening behind the scenes to resolve the issues as soon as we can.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tywrshbsc
Dabbler
Posts: 18
Thanks: 10
Registered: ‎10-04-2021

Re: Safeguard won't stay enabled

@Gandalf

Has Plusnet taken any steps to advise ALL CUSTOMERS that there is an issue?  I understand that problems can occur and take time to fix but, in my opinion, it is negligent not to advise customers that there is a safeguarding issue as soon as you become aware of it. As people probably don't often try to visit blocked sites there could be hundreds, even thousands, of customers thinking their children are protected when they aren't.

steve440
Newbie
Posts: 7
Registered: ‎15-04-2021

Re: Safeguard won't stay enabled

Safeguard had been working for a couple of days but has now (20th) stopped working again. Surely it should not be this difficult to fix what is obviously a software problem. I have recently renewed my contract for 18 months but I will be cancelling if this is not sorted out very soon and also making a complaint to the relative ombudsman.

tcj1971
Rising Star
Posts: 134
Thanks: 18
Registered: ‎14-02-2017

Re: Safeguard won't stay enabled

I have come to the conclusion that Safeguard will not be fixed, and even if it is fixed it will only be temporary like last time. So then, my kids can go and watch some porn, learn about taking illegal drugs and even have a bet they can.

 

I have put things on these forums, a Open ticket on my account, and also messaged Plusnet 'support' via Twitter and all you mostly get is The relevant team are investigating type replies. Nothing is getting done

 

I think all the reviews you see on relevant websites around tell you all you need to know about the current situation with Plusnet and it's customers