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I recently added FamilyBase to our plan to monitor our daughter's cell phone usage. It worked perfectly for the first 2 months. Now suddenly it is showing me nothing. It says she has had zero activity on her phone for the past 5 days. I know this isn't true because I can look at her usage on My Verizon and see that she has been texting and making phone calls. How come FamilyBase is not reflecting this activity??? Frustrated!
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dncnshu00,
Let’s take a closer look at what’s going on. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.
KatiM_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!!
dncnshu00,
We can certainly understand your concern and want to make sure you can keep track of your daughters usage through this service. Has there been any changes made to her line at all? Does it show that her line is still listed under the child when checking via the website?
CandiceH_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 changes have been made and she is still listed as a child on the account. I am still receiving notifications that she is nearing her data limit for the month. However it is showing 0 text and call activity and i no longer receive notifications for night time usage.
Thanks for these details, dncnshu00. Do you happen to know if your daughter is using any 3rd party apps to call and text? Have you tried having her turn the device off and on?Is she connected to Wi-Fi at night?
TimothyS_VZW
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I don't believe she is using a third party app. If I log in to our Verizon account online I can still see all of her texting activity right up until a few minutes ago. She is connected to the Wi-Fi at our house at night. I will try to have her reboot her phone tonight and see if it fixes anything.
dncnshu00 - We certainly want to ensure that everything is reflecting properly for your daughter's device. What were the findings after powering her device off and back on? Is everything now appearing for her line?
EbonyR_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 have tried all suggestions made above with absolutely no change. I can still view her usage online at My Verizon. However, none of this usage is available to view on Familybase either online or on the app. She can connect to the wi-fi at home and she is still listed as the child. I have blocked her from making in-app purchases but nothing else. Her data is also capped using Familybase so that we do not continually go over on our bill every month. 3/25/16 was the last day that I am able to see her activity and nothing since then.
dncnshu00,
Let’s take a closer look at what’s going on. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.
KatiM_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!!
Having same problem
I have tried every thing you suggested
Johnsomt, we know that as you are trying to ensure your daughters safety, you must be anxious to have this resolved. What make and model phone does your daughter have? LorenB_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 am experiencing the same thing. My daughter has an LG Extrovert. I was getting activity information nightly and I could look online or at the app, but for the last month to 6 weeks nothing shows as far as activity. She has rebooted the phone multiple times, she cannot connect to wi-fi and she is still listed as the child. Activity does not show under familybase online or in the app and I would like this fixed.
Drob1231, as a parent, I totally understand the importance of managing the usage on your daughter's line. Let's check the settings for her wireless number online at My Verizon. Does her line have any blocks for data access or text messaging? If so, we recommend that you remove those blocks as this can conflict with the Family Base feature.
For more infromation regarding how to add and remove block services on your lines, click the link below:
LasinaH_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!!
The only blocks are for in-app purchases and purchases. Text messages are not blocked and neither is data. What next?
Thanks for the additional details, Drob1231. We want to keep working together to make sure your daughters usage is showing correctly. Have there been any recent changes to your Family Base set up? Are you able to review her calls and text through your unbilled usage online?
DanielleRR_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!!
Yes, I can view her calls and text messages through unbilled usage online but that usage does not show up in the familybase app or in the usage section of familybase on the website.
Again, yes I can view her usage through unbilled usage online but no activity shows in the familybase app or the familybase portion of the MyVerizon website. This sounds like a Verizon issue, not an issue with anything on her phone seeing how her settings are exactly the same as they were when I could see the activity. So... what is Verizon going to do about this problem? There is nothing more for me to check or do, you are getting my money for the app AND the service but I am not getting what all that I am paying for. I am not alone in this fight so you cannot expect us to believe its us and not the service itself. Please respond as this needs to get fixed ASAP.
We want to ensure this issues is resolved so that you always get what you pay for Drob1231. We can perform an investigation to find out if there is a system issue with your FamilyBase feature. I have sent you a private message so that we can gather some information to help with this issue. I look forward to hearing from you.
KinquanaH_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 would like to know how this was resolved. I am having the same problem with 11 year old phone. The app used to work great until it stopped showing activity . I know she's been active on it because I can still get her phone and look through it whenever I ask.
Vera1973,
I want you to have peace of mind. Which make/model device are we working with? Describe what is going on?
KatiM_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!!
Same problem. Sounds like a Verizon problem to me. we haven't changed anything.
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