For about a week I have been getting texts every few hours, sometimes several an hour saying : "Verizon Smart Family: Collin's content filters are not working. Access their phone and tap this link to fix it from the app. https://bnc.lt/vzsf " . We have updated both his device and mine, reinstalled the Smart Family and companion apps twice, even disabled all of his content filters but the messages have continued. It sent me 10 messages last night. What is the deal and how can we resolve this without canceling Smart Family? I am using Galaxy S8 and my son has Moto Z Play. Solution appreciated.
I know that it's not a solution, but I hope it'll bring you some piece of mind knowing that you're not the only one experiencing this issue. I'm dealing with this as well, with my daughter's phone, and have also done everything that you have listed. She has a Motorola G6 and I have Samsung Galaxy S7 Edge. Maybe it's something on Verizon's end?
DAVSTA72
Oh no, I'm sorry to hear about the issues you're experiencing with that feature. I know how I depend on that feature to monitor and control the usage on my daughter's line. I'm more than happy to take a deeper look into this to see if we can pinpoint what's going on, this way it can be resolved quickly. Are both of your phones and all of the apps installed up to date on their software? When did this issues start? Had anything changed around the time this started to occur? Is the child's phone using any apps that give access to VPNs (virtual private network)?
Edward_VZW
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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!!
My son's phone is having this problem. It's constant. I have spent all week trying to get his companion application to work right. I know he has done certain things to turn the companion app off. Still even when I'm sure he hasn't reset something , it stops working. I've wasted at least 20 hours on this so far.
I know it can be tiring to have to deal with the Smart Family application and it not working Aprilgutierrez1966. We don't want you to have to spend hours on end getting this fixed. You have reached the right person to help you. I have kids myself and I use this feature all the time. What exactly is going on with the companion application? How long has this been going on for? Please tell me more. AmberF_VZW
Yes all of the apps and softwares are up to date. It started approximately July 8 @ 12:25am. My sons phone had a software update July 7th 5:45his software version is Android 8.0.0.
My wife’s phone had and Update July 12th. And it is also Android 8.0.0. Nothing has access to his VPN other the Smart Family App.
I’m glad to hear that all of your applications are up to date, DAVSTA72.We definitely want to help get this fixed, without you canceling the feature. Please reply to the private message I have sent in this forum.
Joseph_VZW
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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!!
I also have this issue, performed similar steps and it is persistent.
Same issue since July 5th!!! This is ridiculous....paying for a feature that does not work!!!
DEBDAM88,
That's too long of a time to have this problem. I'm so sorry to hear that this is happening and I understand the urgency with getting this fixed. Allow me to gather some more information, so I can better assist you. Is the software on your device updated? Are the apps updated?
Juan_VZW
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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!!
No it was not correct answer. Everyone from verizon support has asked the same questions and in the original post I clearly stated that both devices were updated, and the app was reinstalled twice on each device. Per the private message from Verizon it is a known issue that developers are working on but no solution yet so in the mean time we get 10-20 annoying texts a day stating the content filters aren't working. Will be canceling the add-on feature unless account is credited for July and solution is found asap.
Juan,
Yes the software on both devices is up to date. Yes the aps are up to date.
It's more than money. It's more than annoying messages. This error undermines trust between parent and child when the ap disconnects itself repeatedly and sends such cryptic messages. Do you know how much harm Verizon's carelessness has done to our family?
Parent receives message....asks child why they disrupted ap....falsely accused child feels chastised.... repeat repeat repeat.
THIS IS NOT ACCEPTABLE!!!! STOP ASKING STUPID QUESTIONS & FIX IT!!!!!!!
Ensuring that the Verizon Smart Family content filters are working accordingly is very important, DEBDAM88. What make and model device does your child have? If the child device is a Motorola, please try changing the following setting. Click on Moto icon on home screen > Moto Display > toggle Moto Display to OFF.
Adam_VZW
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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!!
Hello?! have you read any of the prior threads?!? The only clear answer has come from Joseph_VZW who indicated they are aware and there is no fix yet.
This does not fix it. Guess again!
The problem must be on Verizon's end. Undo whatever you changed at the beginning of the month!
Nothing was changed on either phone and Smart Family decided to disconnect from the child's phone & send text announcement that it's not working repeatedly! Following directions in the text, Smart Family reconnects, but will disconnect again when it feels like it and send more cryptic texts every time my child uses the phone.
While it's disconnected the time restrictions do not work & I cannot pause the internet which are the 2 features we use most.
I have been in possession of my child's phone for days & can tell you, without a doubt it's not the phone or any settings. The second we do ANYTHING on the phone, Smart Family disconnects & sends that cryptic message 10 minutes later. Odd thing is that the phone shows the tiny key at the top of the screen showing that Smart Family is running whether it is or not.
YOU NEED TO FIX THIS TODAY!!!!
Our goal is to help you move forward. To clarify, what content are you attempting to filter that's not being filtered? What steps have you taken to confirm that content is not being filtered?
Corey_VZW
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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!!
You have got to be kidding me.
Another day without solution.
My child has no means of communication because I'm not going to hand them an uncontrolled device. Which means they are not enjoying the freedoms of summer.
Kindly credit my account for the month for the phone, the phone line and Smart Family.
Thank you.
Have you considered switching them to a basic phone instead?
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Any SOLUTIONS????????
I took the phone away from my child because I have no controls over it. My child is leaving on a trip that has been planned for months in just a couple days. This is their first time travelling unaccompanied.
Looks like my choices are to let them travel without a means of communication or give them a phone I have no control over.
VERIZON......WHAT ARE YOU DOING TO FIX THIS????????
Start a new topic or ask questions in the open forum.
