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Smart Family Companion issues with cellular data

Hello. I have 4 iPhones connected to the Smart Family Companion app, 2 Parents and 2 Child. The main reason was to set data limits so when one child used up their allocated data amount, the rest of the family could continue to enjoy cellular data. The first month worked fine, and Child 1 used up their data prior to the end of the new cycle. Once the next cycle started (on the 4th of each month), Child 1 complained that cellular data still wasn't working. Safari, Google Maps, Instagram, Snapchat, and Spotify would not load cellular data (or it was really, really, slow). When Child 1 was in WiFi range, everything worked fine. If we turned WiFi off, none of the apps would work.

I think this might be a VPN setting, or maybe the app still thinks Child 1 has used all their data, even though the data cycle started over. We have tried deleting and re-installing the app, turning the iPhone off/on, and changing the data limit setting to "No Limit", but nothing has worked. Any assistance would be much appreciated. If we can't figure this out we will have to cancel the app I'm afraid.

Child 1 and 2 both have iPhone 11's. Child 2's seems to work fine, but Child 2 never exceeded the data limit either.

Comments

Verizon_Support

Hello, there! The last thing that we want is to lose your business. No need to fear, help is here! It concerns us to hear your child is not able to use their allocated amount of data even without passing the limit. Have you tried to restart their device to see if the issue continues? Also, do you have this phone with you at this time? DavidR_VZW

DEF110

Hello. Yes, we have restarted the device several times over several days, and deleted and reinstalled the Smart Family Companion app but still have the same issue. Unfortunately I do not have the iPhone 11 with me at this time. Child 1 has left for a summer camp with the device. I've had to delete the app so the child could access cellular data while they are away.

If necessary, I could resume this support request when the Child and iPhone return home.

Verizon_Support

DEF110, I use SmartFamily for my son and totally understand the concern if he was not able to use his data. We will need you to have access to the phone so we can properly troubleshoot and resolve this as it pertains to his data specifically and the companion app. Once he is home we can definitely assist you. Thanks for being the best part of the Verizon family and have a great weekend.

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