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Family base vpn issue on school wifi

I want to be able to block access to cellular data when allowed Gb has been used up.

I don’t see how I can do that without the VPN connection. And the VPN is keeping him from accessing school WiFi even though it’s an allowable website. Using family base with iPhone 7

Comments

Verizon_Support

FISHEAGLE99,

Managing data usage is a big part of the FamilyBase function, so we definitely want it to work properly. You can set up a limit for the data usage on an enrolled line using the steps shown on this link https://www.verizonwireless.com/support/how-to-use-familybase/#set-data-target . However, we're unsure what you're referring to regarding the VPN connection as that's not related to the FamilyBase service. Please provide more information regarding what you're experiencing.

ShawnteJ_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

FISHEAGLE99

ShawnteJ_VZW

I want to block snap chat, you tube and Instagram from accessing cel data at all times.

Also I want to be able to block access to cellular data when data allowance has been used up (Only allowing phone and text message) (I know how to do it!) but doing so creates a VPN on my kids iPhone after downloading family base app (VPN icon is showing in upper left corner of phone)

This VPN is keeping kid from accessing school WiFi.

if we manually turn the VPN off it turns itself back on a few minutes later.

How can we turn VPN off and have it stay off ??

and will doing so disable all family base control settings ???

We are Using family base with iPhone 7

JAMHOO16

Im having same issue - two children with iphones on my family base account, but it blocks their use of wifi at home and elsewhere when it should not be doing so. Their settings will tell them they are connected to wifi, but there are no signall bars. We turn off the VPN in settings but it pops back on. The issue is also intermittent. I have been on VZ chats twice tryting to resolve this, and both times they assert that this is not a VZ issue - and I can see from other inquiries here that this is happening to others. I'm about ready to cancel family time, but presume that this is a glitch with VZ that needs to be resolve or start loosing business.

Verizon_Support

JAMHOO16,

We understand how important it is to manage your child's data. I use FamilyBase myself. Let's get to the bottom of this issue. How long has this been going on? You mentioned this issue is intermittent. Are the two iPhones able to connect to WIFI sometimes? Does it matter when they are at a limit set by Familybase? Are there any other Android or other devices set up on your FamilyBase?

JenelleR_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

TMORPH

Having the same issue. Just activated FamilyBase and now when trying to get on home WiFi it automatically turns on VPN and the phone won't connect to the network. Turning off VPN only results in it turning right back on again. This is a new iPhone 8 on IOS11.

Thanks

Verizon_Support

We understand the importance of having the ability to connect to your VPN. We're here to assist please respond to the private message we sent you, so we can look into this further.

JoelD_VZW

MATHAR25

I'm having the same problem. How do we work around this because otherwise my kids can get on WiFi and have to use data.

DevineMrsT

Me too. Looks like Vz isn't giving us a solution to the problem.

PHARMKC

I am having the same problem :smileysad:

MARDRI81

We're having the same issue. I've talked to two people at VZW, but they swear it's an apple problem. The issue started happening when we got family base, and it's the VPN that's causing the problem. VZW had me upgrade the software to one of the phones, didn't resolve the problem. They searched online and "couldn't find anyone else having this issue." I'm removing family base today because my high schooler keeps texting me with pictures of error messages he's receiving. He's so frustrated at school every day not being able to get to the sites his teachers require. Examples, block.familybase.vzw.com Not Trusted, Cannot verify server identity for outlook.com, cannot browse school classroom site (even though it's been approved by me), etc. I have been charged so much overage the last few months, it's gotten ridiculous. Last month was like 5 gb over (so ~$75, on top of an already too high of a bill). Not for a lack of trying to use wifi, either. I'm very close to cancelling my VZW service when I cancel family base. I've been a long time customer, so I've held out canceling, but it may be time. I signed up for a certain service at a certain monthly rate, and going over every month due to a VZW problem isn't my idea of them keeping to their end of the service. Apart from angry kids getting mad at me every day for "doing something stupid to their phones so they don't work anymore." It's good to see that I'm not the only one having this problem, as VZW told me I was (although I wish I was the only one - sorry fellow frustrated parents).

PHARMKC

It’s very aggravating. My son just goes onto his phone in settings and disables it...so im pretty sure it’s not really helping us here. Lol

RANJITGORAY

I have the same issue. I spent over 2 hours on Support chat with 3 agents explaining them and they kept transferring but with no luck. This is an issue with the Family companion app. Have latest iOS on my sons iPhone6 and this worked well when it was family base. After the change to companion app, once he is on companion app, cannot connect to Wi-Fi and disabling VPN, keeps connecting it back. So the only way to connect to internet is with Wi-Fi off and burning through Verizon data. They need to fix this as otherwise the monthly cost for this is a waste.

Verizon_Support

Ranjitgoray, as a mother of 3, I know how important that Wi-Fi connection can be. None of us want our costs to increase. We do want to work to get to the bottom of this. Have you attempted any other Wi-Fi network?

LorenB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Shawsal

I just upgraded my Family Base to Premium. It’s been a nightmare. I love al the features it has to offer but now my kids are having the same problem with WiFi. they have iphone 6s’s and a 7 With current iOS. based On these previous statements it looks like I need to cancel that service and go back to Ourpact. I just liked that I could also block phone calls and texts with this one

RANJITGORAY

It has been a nightmare and nobody from Verizon seem to understand the problem as I don’t believe anyone has tested this with the new companion app

CSF2

I find it interesting that everyone in this thread has Apple devices and my family has Android, but we are experiencing the same problem. The Android phones don't show "vpn" at the top, they show a key symbol instead, but it says vpn when you swipe down. Sometimes downloads will work, but apps that I have not blocked do not work over WiFi or LTE and they should. Really frustrating.

Verizon_Support

Shawsal, these are nice features that we want them to work for you. I have sent a private Message please respond with the information requested.

AlbertoR_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

MICWU58

I have the same issue. My daughter is complaining because it's causing her so many issues. I may have no choice but to remove the service. It's very frustrating.

She's on an iPhone 7 with iOS 11.4.1

JOHPEP85

My daughter is complaining of the same thing when she connects to the school wifi. At home I purchased the Disney Circle for internet security. I added her phone to the circle protection and we had problems with the VPN not staying on and she could not get to the internet. The VPN was consistently stopping and starting. I removed her device from the Disney Circle protection and just had her access our wifi and the VPN stayed on and she could browse the internet. It may have to do with some secure features at the school. I am thinking since I experienced the same issue with the Disney Circle. She has a Iphone 6s with the latest IOS. This is just a hunch I have not done any further testing since we just set her up this past weekend and discovered the problem Monday.

JOHPEP85

Doing more research, I am not sure, but if the schools block VPN connections this would cause the smart family vpn not to work.

KIRKPADL8

Have to urn VPN off to use in school. Smartfamily defaults to on setting. Find on phone under general what device is running vpn. Look for the info icon and turn of demand activation. The app is faulty Verizon update makes it reset every 30 minutes.

KIRKPADL8

Check the vpn is forced by app check content filter settings in app. It defaults to blocking all activities a some content filters preventing access to everything.

KIRKPADL8

The smart family is forcing VPN activation. In Smartfamily app check filter settings. It defaults to blocking all activities on some content filters preventing access to everything it blocks thousands of sites.

lexipew

i’m also having the same issue

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