Smart Family App Update Disaster
VUser4
Enthusiast - Level 2

Hello Verizon…is anyone listening???  The Smart Family app update launched in September has rendered the service useless - your customers are paying $10 per month for nothing.  If you are considering adding this service to your Verizon account - DO NOT DO IT!  Prior to the September update, the app worked fine and actually provided the service it promised.  The new app does not work at all - complete waste.  Someone at Verizon needs to either fix this issue NOW or give us access to the old app.  Yes - I do have the most recent iOS version on my phones.  Yes - I have deleted and reinstalled the apps multiple, multiple times.  Yes - I have verified every setting possible on the phones.  Yes - I have worked with customer service multiple times trying to get this app to work.  In reality, the updated app has not worked at all….my child tells me the content restrictions and time restrictions have not worked since we updated the apps.  We have Apple devices so not sure if other platforms are having the same experience, but I can say nothing has worked since the update.  I have ran out of patience waiting for this to get fixed.  What is the best app/service that provides a similar service to switch to?  Any suggestions?  Verizon essentially discontinued offering this service when the app was updated.  

Labels (1)
0 Likes
10 Replies
Rayne7
Newbie

Same here. The most frustrating part for us was we as parents two married adults who both are account managers have permissions to edit and change permissions anytime and consent to share our data can’t see each others activity now and we don’t pop up with our kids on the screens now automatically. Nor can we trick or see much of our own for that matter even. Useless is right. Except for the saved location checks which half the time don’t record  a location found, find my works way better…

Two of my kids notifications do work for the two new added locations I set up after the app update. But only those new added ones. No old ones which  plenty I saved from before that no longer trigger anything. The names show still if I’m checking on the manual visual map but no notification for arrival or departure of the area. 

totally defeating the purpose of why we have had it. The call blocking and contact blocking features now just don’t prevent anything and rely on the phone system anyhow or just don’t work when before this stepped on IOS first which I appreciated.

0 Likes
vzw_customer_support
Customer Service Rep

Hello, this is a courtesy follow up regarding your Verizon Smart Family app dilemma. Hope everything is well.

If you need further support, do not hesitate to reach out through this platform or any of the venues found on this link: https://www.verizon.com/support/contact-us/, we are always here for you.

Thanks for being the best part of Verizon.

~Gilbert

0 Likes
Decadeshere
Enthusiast - Level 1

I've been having all the same exact issues as detailed in the previous posts since the update:

1. Location is wayyyy off, if it works at all.  I checked yesterday and my son's location was not updated and showed over 7 days old.  Totally useless.  

2. No reporting on usage of calls and texts.  Sometimes we'll get a notfication of a text or call, but then not be able to see it on the app.  Useless. 

3. Tells me that his location is not enabled, but when I check his phone it is

4. Wife's companion app has stopped working and though her profile shows up, I can't add it.  The + sign literally dissapears from that screen. 

5. This morning I tried to pause his internet.  I literally have a screen shot of the app telling me that his device is paused.  Below that is a box that says his device isn't responding with the standard useless next step of texting him the link to reinstall the app.   How is it paused yet not responding at the same time.  

6. Yes, we have uninstalled and reinstalled three times.  It works sporadically and is totally unreliable.  I'm on hold now and going to demand it is fixed and a credit to boot.  If not possible to fix, I'll take the credit and apply it to a new app, that while missing some of the functionality, will at least tell me where my kid is.  

7.  You have to try really hard to upset me as I've been a Verizon customer for over two decades, predating the CA expansion when they acquired Airtouch.   This app is useless.  T-Mobile is looking better by the minute at these prices.  I'll take my three lines and go there and probably save $100 per month. 

8. Update: While I've been typing this, I have been on hold for over 23 minutes and counting.  Just picked up after 24 min.  

0 Likes
vzw_customer_support
Customer Service Rep

We are concerned to read about your issues and experience with the Smart Family service. We will be sending you a Private Message so that we can further assist and take a closer look at your specific account.

-Andi

0 Likes
vzw_customer_support
Customer Service Rep

Rayne7, we're so sorry to hear about the issues you're having with Smart Family and the time you've taken to attempt to get this fixed. The app should make managing your children's lines much easier, and we want to make sure you get what you're paying for. We'd like to help you get this taken care of ASAP. We're going to send you a Private Message so we can better help you.

~Jesse

0 Likes
WaterEclipse
Enthusiast - Level 1

I’m also having the same issue. It’s been very aggravating paying for a service that isn’t working! 

vzw_customer_support
Customer Service Rep

We will help you fix any issues you might be experiencing. Please tell us, what issues are you experiencing with the app? Could you please provide more details?  ~Geo

0 Likes
VUser4
Enthusiast - Level 2

I have been providing details to customer service since this app update was released and tried every solution provided.  No results - this app still does not work.  No web and app activity tracking and no content filtering.   It’s simple - this app does not work!

0 Likes
ATBREW
Enthusiast - Level 2

Does anyone have another app that would provide (and work!) the same things this app isn't...Thanks for the help! I can't take an hour 3 times a week to try and figure out what is going on with the present app -- the old version worked great

JF3008
Enthusiast - Level 2

I completely agree! We have tried all of the things as well. This app has either very poor performance issues or many bugs that didn’t get caught when testing was supposed to happen. All of that should have been done prior to approving this update to go to production.  I work in technology and know that many companies are putting quality assurance on to other members of the team like engineers with little training given to them.  Or just having the minimum quality assurance team and they can’t get everything done with timelines.  Not sure if Verizon has gone that route, but either way they pooped their pants on this one and is taking way too long to fix the issues. They could be pushing fixed code updates out as they are completed and not wait til quite a few  are fixed as it seems there are many here.