I subscribe to Verizon Smart family in an effort to protect my child. I rely on these advertised tools yet they seem to constantly let me and the child down. The first time I learned of the concern when my child started getting text with links to porn sites. This is the second time that the Verizon Smart Family feature has failed to function as advertised. The first time it took almost three weeks and countless hours to get it resolved. Today, I learned that again the feature is not working.
The child's phone is only suppose to receive calls or text from upto 20 approved numbers on the trusted contacts list. An unauthorized caller normally gets a message that the line has been restricted.
Something is broken AGAIN and my child is getting calls and txt from unauthorized numbers. Call to Verizon support have been useless as most of the call center agents don't understand how the feature is suppose to work.
I urge all subscribers to this feature to test it regularly. Clearly Verizon can not be relied on to consistently provide a quality product.
We are sorry to read that you've had this negative experience with the Smart Family services, as this is never what we want for any of our customers, and we are always here to help out. We will be sending you a private note to further look into this.
~Freddy
At two days now.. for the most part I have only received Lip service. One rep says they found the problem it will be fixed in three hours, (Not).. next rep says supervisor will call in 14 minutes. (Did not happen). Next call, so called supervisor says she sees the problem but can't fix it. She has created a ticket and will call me back with status at 9am.. (did not happen). Next supervisor says it is a known maintenance issue. They are working on it. Just can not get a straight answer.
We're sorry to read about the issue with Smart Family and we're here to help. We'll be sending a private note. ~Peter
After spending hours with different reps on Friday.. A call promised at 3pm on Saturday did not happen.. During a call/chat on Friday, a rep opened a new ticket after writing "the other ticket wasn't going anywhere but with our tier2 tech team". I pretty much could hqve told him that. On Sunday, I.tested the feature with an unauthorized number. It appears that they have the issue fixed as the call was not allowed to go through. Unfortunately, haven't heard from anyone at Verizon stating as such.
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