I have paired my daughter's device successfully, however, when I pause the internet on her phone it doesn't do anything. It says paused on my device, but whenever I use her phone the internet and all apps work.
I have same problem with Iphone SE any solutions on how i can get this to work?
I'm sorry to learn that you are experiencing this issue (pausing internet not working as intended) with your iPhone SE, rgautier. I have two kids and I know how important it is to control the access to the internet on their phones with the Smart Family feature (http://spr.ly/6609EgMPh). We are committed to resolving this issue for you.
Are you following the steps outlined at this link (http://spr.ly/6601EgMuB) to pause the internet?
Is your phone connected to WiFi when you pause the internet and test?
When did this issue start?
AntonioC_VZW
I am having the same problem. I am following the directions as provided by AntonioC_VZW. this started around 4/31/19.
What if they shut off their wifi on their phones, then those smart family functions don't work right?
Good question. The Smart Family internet pausing feature works when connected to Wi-Fi or when connected to our cellular network. They will not be able to access data of any kind on the device.
PedroM_VZW
My daughter's phone is an iphone 7. I wonder if this is a verizon iphone problem? I contacted customer service and they told me to wait for a software update but were not able to tell me when that would happen. So far I am still in the free time trial, but this is unfortunate. I have not been able to unpause her internet for six days.
cgredler, we never like to hear that you are having issues with one of our features. What happens when you try to "pause the internet"? Have you come across any other issues with Smart Family?
How to Use Smart Family: https://www.verizonwireless.com/support/how-to-use-verizon-smart-family/
ChristineK_VZW
I’m having the same issue. The option is greyed out and doesn’t allow me to click it. I had no problems with it the past few months so I was using the function fine previously.
We certainly want to make sure you can easily manage the features. What model is the childs device? Do they have the Comapanion app installed? YaleK_VZW
I am having this issues, as well, with my son's iPhone 6s. I had it working, then deleted and reloaded the companion app on his phone to get it working again. It was worked again for one day, but then stopped working. This is very frustrating. The technical assistance provided in this thread is of no use.
Sorry to hear about the issues with Smart Family, kmsupinski. We definitely want to ensure that you can pause the internet without issue. Is the app and operating system on both phones fully up to date? Do you know if the app is being uninstalled on your son's phone?
RyanM_VZW
I'm having the same issue, and followed all the troubleshooting instructions posted previously in this thread. Yes, both phones have the app installed, yes, both are paired, and yes, both are connected to wifi and Verizon LTE data. No idea why, but when I clicked "Pause Internet" nothing happened on my daughter's device (an iPhone 8), and she can still access the internet and all apps.
Thank you for taking the time to work with us via the Community Forums as I know the importance of being able to maange your childs access. Have you tried removing the Companion app and resinstalling it to pair it again? Did you test the connection with WiFi on and off just to rule out if it is stopping LTE but not WiFi? Are the other Smart Family settings able to update like Content Filtering and time restrictions? YaleK_VZW
I just uninstalled and reinstalled the Companion app as you suggested and it didn't work. Then I tried it again with the Wifi off (didn't work) and again with it on (still didn't work). Right now when I click "Pause internet" from my app it just stalls and does nothing (it shows the circle going around and around like it's trying to do something, but the circle never stops - I let it go like this for ~10 minutes to no avail. And yes, it appears that the other Smart Family settings (like Content filtering and time restrictions) are able to update without any problems. It's just the most important one (in my opinion) - pausing the internet when I want/need to on my child's phone! Please advise. It's not worth paying whatever I'm paying for this "Smart Family" service without this capability.
@kategarvey44 Making sure you're able to use all the features of your Smart Family service is extremely important, and I appreciate you following the troubleshooting. Would it be possible to try installing the companion app on any other Verizon line you have available and trying to pause the internet? We'd like to see if the issue is with the specific device, or if it's happening to the Smart Family service as a whole. We look forward to your update.
JesseG_VZW
I have the same problem. My sons phone is a S10+ please help!
AJR5, we want you to be able to manage your child's internet usage. Does your son still have the Smart Family Companion app stored on his phone? Are both your app and his app currently up to date? When was the last time you were able to successfully pause his internet?
ChakiaH_VZW
I am having the same issue. What is the resolution?
Both of us have the app, both of us are on WiFi.
Without this feature what is the value add of the Smart Family service? None of the websites are being blocked and he’s not being limited with any of the settings I put in place. Not good Verizon.
Elayton41, I recommend uninstalling the app on both devices, powercycling the phones and reinstalling the apps. If it is still not working, we may need to file a ticket to have your specific issues investigated. - ErichC_VZW
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