Router Keeps Losing Protection? Here's What to Do

If Fitra Guard was working correctly but later appears disconnected, shows that your router needs attention, or allows a website that should normally be blocked, your router settings may not have been removed.

Some internet providers periodically assign your home a new public internet address. This is known as a dynamic IP address.

It can happen after:

• → A power outage
• → Restarting the router
• → A temporary internet interruption
• → The fibre connection reconnecting
• → Routine changes made by your internet provider

We have seen this occur on certain Telkom fibre connections, although it may also affect customers using other internet service providers.

When the internet address changes, some provider-supplied routers may need to reconnect their Fitra Guard protection to the new address.

The good news is that this can normally be resolved.

Signs Your Internet Address May Have Changed

You may notice one or more of the following:

• → Fitra Guard previously worked but now shows that your router needs attention
• → Websites that should be blocked begin opening
• → Protection stops after a power outage or router restart
• → Your router still contains the correct Fitra Guard DNS settings, but filtering is not active
• → Your Family Protection Centre asks you to refresh or link your home connection
• → The router's protection status has not updated recently

Restore Your Protection

If you have not refreshed your Home Wi-Fi Link before, follow the steps in our first-time refresh guide to reconnect your home protection.

After refreshing the connection, help your device pick up the change:

• → Disconnect your device from Wi-Fi
• → Reconnect to the same home Wi-Fi
• → Close and reopen your browser
• → Test the protection again

Restarting the device may also help clear older saved connection information.

Does the Problem Keep Returning?

If protection repeatedly disconnects after power outages, router restarts or internet interruptions, your provider may be changing your public IP address regularly.

You should not have to restore the connection manually every time this happens.

On supported routers, Fitra Guard Support can configure an automatic connection safeguard that helps keep your home protection linked when your internet provider assigns a new address.

This can be particularly useful for customers using:

• → Telkom fibre
• → PPPoE internet connections
• → D-Link routers supplied by an internet provider
• → Routers that support standard DNS but not encrypted DNS
• → Internet connections with frequently changing public IP addresses

The exact setup depends on the router model. Our support team will identify the simplest suitable option and guide the customer step by step.

Free Personal Setup Assistance

Contact Fitra Guard Support when:

• → Protection regularly disconnects
• → The router settings appear correct but blocking does not work
• → Protection stops after a power outage or router restart
• → The Family Protection Centre repeatedly reports an IP mismatch
• → You use Telkom or another provider that regularly changes your internet address
• → You would like assistance setting up automatic reconnection

Customers do not need to understand or configure the technical settings alone.

Where the router supports it, the automatic safeguard:

• → Does not require a computer to remain switched on
• → Does not use one of the customer's child profiles
• → Does not change the Wi-Fi name or password
• → Does not enable remote access to the home network
• → Works quietly through the router

What to Send Fitra Guard Support

To help us assist quickly, provide:

• → Your internet provider
• → Your router brand and model
• → Whether the connection is fibre, LTE or another type
• → A screenshot of the router's connection status, where available
• → A brief description of when protection stopped working

The router model is normally printed on a sticker underneath or behind the router.

For security, customers must never send router passwords, internet passwords, PPPoE credentials or other private login details. Sensitive information should be hidden before screenshots are shared.

We're Here to Help

Fitra Guard is designed to work quietly in the background, but certain provider-supplied routers need additional configuration when the internet address changes regularly.

Customers should not struggle through unfamiliar router menus alone.

Contact Fitra Guard Support and we will help restore the connection and, where supported, configure it to remain linked automatically.