Safeguard won't stay enabled

[#1]

Hi There,

I am impressed reading the threads here how easily the plusnet safeguard issue was resolved. I am currently having an issue with safeguard which doesn’t work after I have changed the timer setting to compensate for the clock change. Any suggestions to resolve this issue would be great!
Thanks

[#2]

I've nudged someone in the PN Service Management team to get it checked out

[#3]

Thanks Kelly

[#4]

I'm also having this issue. I've had SafeGuard set up for a long time but found out yesterday that it isn't doing anything - the blocked sites are not blocked. Is there a fix to this issue? I want to protect the kids. Has Plusnet taken any action to resolve this?

[#5]

I'm having the same issue as jeremy1.  SafeGuard is shown as enabled but it doesn't block anything, even well known porn sites.

I've phoned Plusnet several times and finally got past the "switch it off and on again, then wait 2 hours"

This is the last reply I had from Plusnet:

Good afternoon

We are awaiting an update from our safeguarding team. The relevant information has been logged with them under task INFOPS-50672.

Once this has been done we will contact you accordingly.

Thank you

 If you call them it may help to mention the task number.

As a fix I've started using Cloudflare's filtered DNS but I understand that you can't do this with a Plusnet One Hub as it won't let you change the DNS.

[#6]

Totally frustrating. I used to add a blocked site of googlevideo.com which stopped my kids using YouTube whenever they had their devices. Safeguard not blocking it at all, come on Plusnet - promote safe and effective browsing across all devices please.

[#7]

I am also in the same situation and waiting for the safeguard problem to be resolved soon. This is taking quite a longer time that I expected (2 weeks) and the back-end team of Plusnet is currently working on this.  

[#8]

How do you know the back end team are working on this? When I have spoken to customer services, they didn't seem aware that it was a problem a lot of people were having. They want to play about with my static ip etc to see if that fixes it, but I have said no for now as it messes up my cctv.

[#9]

I haven't found a way to raise a complaint with Plusnet. On the website it says use online chat, but the link takes me to a page that always says 'Live Chat in offline' (see above). I have also tried the phone number but haven't been able to wait more than 5 mins for someone to answer. I also messaged on twitter but their advice was to link me here to the community to get help.

[#10]

@jeremy1 Despite the fact that 'Live Chat' is still promoted in various areas on the forum/site, it is disabled for all but sales enquiries and has been for quite some time.

If you wish to raise a complaint, see the 'Complaints Code of Practice' link at the foot of the page.

[#11]

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@jab1 wrote:

If you wish to raise a complaint, see the 'Complaints Code of Practice' link at the foot of the page.

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Chat is also available for complaint's if it helps.

[#12]

Didn't know that, @JonoH 😉

[#13]

I am having the problem with Safeguard also. Was working fine until about 3 weeks ago and then it suddenly stopped. I have contacted customer service twice in the last 2 weeks but all I get is the usual "switch it off and wait 2 hours then switch it back on again" which is absolutely no use whatsoever. If this is not sorted in the next 7 days then I will have to change supplier.

[#14]

Hi NeilK, 

As far as I can guess this is the back-end team working on my case. CSC analyst from support team is in consultation with third party and trying to solve the problem. I think they work on a case by case basis and it will be better if you could raise a formal complaint which you can do from Help => Legal => Codes of practice and they will assign you a reference number in the format INFOPS-516XX. This way you can track the progress made on your case.

Cheers! 

[#15]

It doesn't look to be too hot on Plusnet's priority list. There are issues around lack of safeguarding with children and also a question of Plusnet's ethical commitment to ensure that this is operational. I work in IT, it shouldn't be taking this long to return a DNS web filtering service to live operation.