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Smart Family App Update Problems!!

I am so upset at Verizon for the recent disaster of an update on the smart family app. Nothing works, it constantly states it has lost connectivity with my child’s phone… and everything that Verizon asks me to do try to and fix it does nothing to fix it. I’m paying for a service that no longer works. Makes me really consider going to another carrier that doesn’t send me dumpster fire updates. At the least if this isn’t fixed next week, I’m cancelling the app and the service.

Comments

Verizon_Support

We're sorry to read about the issue with the Smart Family app and we're here to help. Did you delete and reinstall the Smart Home app and Smart Home family companion app on all devices when the new update released? ~Peter

NewVApp23notgood

The new app is terrible. Sorry to say but I have had the Smart Family app for YEARS and the new version Verizon just made me update to is absolutely horrible.

Doesn't work. Locations don't save, even on my own phone, call history is not there... nothing except the current locations of those on my plan.

The map is terrible, actually the whole set up is so disappointing and it is a pain to navigate.

Deleted it, Reinstalled, tried all the different setting options....Didn't help. It's still terrible.

I am seriously going to now shop for a different type of app to have for my family and their safety.

This is very upsetting because the old app was great and worked perfectly!

Sorry but this update was really a bust and I know many other verizon customers with the Smart Family app agree!

This can not be called Smart Family when it is no longer a smart app at all.

KC106

Everyone has deleted and re installed! There is no excuse for this, this is supposed to be a safety feature offered by Verizon. The locations are the worst part, my kid is sitting next to me on his phone, and it shows him 2 miles away and no activity for 14 days!

Verizon_Support

NewVApp23 We're sorry to read about the experience with the new app. Have you deleted the old app completely? Are your devices on the latest software? ~Peter

Verizon_Support

Thanks for bringing this to our attention KC106. We will be sending you a private message. -Joe

Dzbreezy

I have the EXACT same problem. Deleting and reconnecting does t work. It will say child is now paired but still nothing comes through.

Verizon_Support

Dzbreezy We're sorry to read about the issues you're having with the Smart Family app. We want to help. Are the devices on the latest update? Have you deleted the old Smart Family apps on all devices? ~Peter

Kozymomo

On the old app, my teen used to give me the address where she would be and the Verizon smart family app would show the EXACT address. Now it shows that she is still at home when she is MILES AWAY. Or, if I am lucky, it will show that she is a mile from where she actually is. Even at school, it shows her in the neighborhood , not at school. This is a huge safety concern! What if there was a gunman at her school (this has happened) and I needed to verify her location? What if she were hijacked in her car ( this happened to a teen last year) and we needed to track her location as they kidnap her? Why is VERIZON allowing an update that is WORSE and UNSAFE??? I am so upset by this, we all are. Give us back the old app that works to keep our kids safe!!!!! We are paying top dollar for a service that is FAILING us and our kids. The old app could save a life, the new one does not allow parents to help kids in crisis ATALL. We live in a dangerous world now and this is totally unacceptable to switch from high tech locating to sub par circa 1990's technology. Not OK, Verizon. Not OK at all.

jmcgovern0910

This update has been absolutely terrible. We have uninstalled, reinstalled, and paired multiple times. It shows no activity at all in the last month and I know my kid uses his phone daily. I try to pause the internet but nothing happens. We left it on pause for weeks and there was no effect on the device's internet at all. I am disappointed in this app and will be deleting it as there is no reason to pay for something that no longer works.

Verizon_Support

We are here to help with app issues. To better assist you, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

Unhappy_customerX

Same issue here. I went through customer service and never received a resolution. I’m so frustrated. This is supposed to help protect the kids and the app doesn’t work. And I paid for it!!!!

Verizon_Support

I'm sorry to hear this issue persists. We would love to help Unhappy_customerX. What troubleshooting have you done so far?-Joe

Verizon_Support

We are still here to provide support. If you prefer, we do have other support channels that you can reach out to for assistance. You can review all of our support options here: https://www.verizonwireless.com/support/ ~Peter

savagej6

i agree! The old one worked fine and the new one is awful. I have had to delete and reinstall multiple times. Sometimes it works....sometimes it doesn't.

Verizon_Support

Hello! We are here to help. To better assist you, please tell us a little more. What are the issues you are experiencing with the app? Do you have the latest version available?

~Maria

pacman321

I can tell you what is happening. Also please don't respond with have I deleted and reinstalled. I have been having these issues as well for a month now and will not contact customer support because it doesn't help. With the companion app install on my Childs phone it will work for a day or two and then the internet/data will stop working. You can uninstall and reinstall and it will do the same thing. It also will not work on WIFI. Also when my child leaves the house it's like 5 minutes later I'll get a message that she left the house most of the time. The tracking is super delayed. There are way better tracking apps out there that are accurate but I want to use this app for scheduling internet down time but it's not possible. I'm pretty sure it has something to do with the VPN update that is used with this App. Send this info to your Tech people and get an update pushed out and fix this.

ATBREW

Same EXACT issues as everyone else...have had customer service tell me 8 times to delete and repair...nothing works...How in the world can you not know what is the problem?.???

ATBREW

It's VERY CLEAR everyone has deleted, reinstalled, etc....STOP ASKING THAT AND GIVE US A SOLUTION

juliagr783

I have the same problem with the GPS location on the Android app since this terrible update. The map is actually blank, and the only way to see where my son is is to use the directions link to Google Maps, and it is still wildly inaccurate. He does not show as leaving the house until an hour or two after it happened.

My teenage son now has to wear his little sister's gizmo watch when he leaves the house in order for me to see where he is. Complete garbage!!! Don't you test these before releasing?

ATBREW

Couldn't agree with you more... I've asked Verizon at least 10 times and still have ZERO ANSWERS as to why:

**Can't track internet usage

**Location is unreliable

Their standard answer is "Have you downloaded latest version" or have you deleted, reinstalled, repaired, etc... We've done all of these at least 10 times.... Works for a day or two and then doesn't....SOMEBODY HAS TO HAVE A SOLUTION OR AT LEAST AN IDEA OF WHY THIS IS HAPPENING.

Verizon_Support

juliagr783, We're sorry to read about the issues you're having with the Smart Family app. We want to help. We will be sending you a Private Message to gather some additional details from you so that we can better assist.

-Andi

juliagr783

Got your message. Followed the steps. The fix worked for one day and then the problem was back. I left a return message and was told to email support. What a joke.

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