Message+ Verizon Smart Family

[Kmb34]

I've spoken with 5 agents within the past 2 days. Ticket is still open with the current 5th agent (probably will be on the 6th by the time someone else jumps in).

I currently use/subscribe to Verizon Smart Family. One of the major benefits of these parental controls is, being able to closely monitor text messaging for our child. The monitoring abilities include (from Verizon website):

• See incoming and outbound text and call activity from any child device on the account.
• See the times associated with each text and call received.
• View contact rank (ranking is based on the frequency of texts and calls in a 7-day period).
• Add contacts to a watch list and get notified about texts or calls with this contact.
• See the number of texts and calls the child receives during school and night hours.
• Save the numbers that your child's device interacts with under unique names.
• See the names associated with each text and call received, as stored in your or your child's contacts.

These safety features are not available while using 3rd party messaging apps. They are only available while using Message+ which Verizon is doing away with. 

This is what is stated on the Verizon website:

• Messages sent within third-party messaging apps (such as iMessage or Google Messages) doesn't appear in the text and activity feed.

I have asked repeatedly if these safety features are still going to be available once the forced switch to Google Messages takes place. Has something changed with Google Messages and/or Verizon that these safety features will now be readily available with the 3rd party app?

I've been given many responses, but none that answer the simple question. I've had Verizon Smart Family described to me in detail, which I don't need. I'm well aware of what it is and how it works (currently). I've been told that yes you can monitor and limit text messages with Smart Family using any messaging apps - this is not true, the only monitoring you can do with 3rd party messaging apps is block the app all together or put a time limit on it. I've been told that I can look through my old pdf bills - that defeats the purpose of using and paying for Smart Family to begin with, I'm not going to retroactively look back on months old bills. And, I've had agents just completely abandon the conversation with no answers at all. 

So, how is this safety feature going to work going forward? It seems like it's just not going to be available, with no notice or explanation to parents? This feature is why I've stuck with Verizon, and why I've stuck with Samsung also, and haven't switched to iphones. The parental controls and safety features have been so great up until now. 

I am aware that some people strongly dislike Message+, but this isn't about preference or functionality, it's about the child safety aspects. 

[Kmb34]

I don't know how to edit the post, if it's even possible, I don't see the option. 

I'm up to agent number 10 now. Either no one there knows or understands anything about this, or they're just refusing to give the customers the correct information. I don't think it's a difficult question?  But, 10 people haven't been able to answer it, so idk. They continue to give me information that I don't need and is irrelevant, or just completely incorrect information overall. 

[Ann154]

There is a time limit for the ability to edit posts on the community forum. 

@Albrean_VZ

Can you please forward this concern to the appropriate team of Verizon Smart Family? 

[Mungro]

How do I find the proper team?

TIA

[jav6]

---

@Mungro wrote:

How do I find the proper team?

TIA

---

@Ann154 was sending the request to @Albrean_VZ , a Verizon agent/admin who should know which team to contact.

[Mungro]

I literally just got done chatting with support with the same question and same frustrating responses.  I use the app for the same reason and noticed it not logging my daughter's text activity after I switched her to Google Messages after her phone prompted her.  I'm commenting here so hopefully some sort of answer pops up on this thread.  Good luck!

[Concernedaboutphoneusageofchild]

Same here. Very frustrating.

[vzw_customer_support]

Hey there, Concernedaboutphoneusageofchild, we know how important it is to be able to manage your child's usage! Are you only running into an issue with text messages being tracked. Are the messages going out as SMS?

-Lauren

[Concernedaboutphoneusageofchild]

Same here . Very frustrating.

[Albrean_VZ · Accepted solution]

Hello, All Smart Family features that involve Message+ will still be available with Google Messages that are "SMS" text messages but not "RCS" messages.

To ensure all the messages sent by the Google messages app will be "SMS" text messages and all the Smart family features will continue to work, do the following on your child's device:

Go to their Google Messages app > Messages settings > RCS Chats > switch off the toggle for "Turn on RCS chats".

[4girls4us]

So Message+ is being replaced by Google messages since it has RCS messages which is suppose to be better technology. But yet it doesn't work with a paid service like Smart Family so we are supposed to turn off that feature and go back to SMS messages to be able to utilize Smart Family to monitor our child's usage? 

[fishhead5]

Yeah - same issue here.  All of our phones are upgraded to iOS 18, which features RCS.  Now, even after disabling RCS on the child phones, we are still unable to block unwanted calls or texts using Verizon Family Safety.   This is an unacceptable FAIL on Verizon's part.   @Anonymous - when are you going to fix this with your paid service?  Or do we need to start looking for another provider?

[Concernedmom33]

This is not an appropriate solution.   When I turn off RCS messaging, it takes my child out of his group messages with his friends.   Verizon needs a solution for this issue.  I jist want to see who is messaging my child to wnsire they are safe contacts.  I do not want to limit his ability to communicate with friends.

[HdNurse]

Yeah this apparently has been a chronic issue...and Verizon is well aware if it...wondering if filing a complaint with governmental entities would get their attention to finally get it fixed...and we all need credits since we've been paying for a service that we're not fully getting...

[kccjr]

Similar issue here, too.  Even prior to RCS being available on the iPhone, when the Smart Family VPN was enabled, iMessages between iPhones that included media were blocked from being received or sent by the phone with the active VPN.  RCS messages between the VPN-enabled iPhone and Android with media do work.  When my children briefly disable the Verizon VPN, the content is delivered.  Kids are smart...  This kind of work-around reduces the security and purpose of the VPN.  Even conscientious kids might forget to re-enable the VPN.

It's a Verizon VPN issue.  And one that should be addressed.  I'm feeling Verizon is less engaged in this now that they are also pushing for customers to use the Family feature on iPhones to enhance the coverage.

This is a common complaint with iPhone users with Smart Family.  I wish Verizon would engage more in a solution that doesn't involve pushing folks onto a another third party messaging app (iMessage works just fine).

[vzw_customer_support]

We are aware and understand the concern. We are always looking to improve functionality of our existing apps and services such as Verizon Smart Family. As technology continues to evolve, we must work together with the manufacturers to continue providing security and monitoring services. We appreciate your feedback and will continue to work towards finding an appropriate solution. -Sara