my son can not connect to school wifi with family base vpn on

[STEMIC73]

Hello,

I just installed family base on my sons iphone.  It nows shows VPN at the top.  He can no longer connect to the school wifi to work in class.  How can we fix it?

[vzw_customer_support]

STEMIC73,

We want to ensure your son can connect to his school's network as needed. I welcome the opportunity to assist. FamilyBase wouldn't have anything to do with VPN connectivity. A VPN simply allows the phone user to keep the IP address assigned from their Internet Service provider (ISP) hidden. This way their data activity is private so their ISP is unable to track the websites visited. In order to disable that setting, I would need to know the type of phone he has. Can you provide me with the device make and model please?

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!!

[STEMIC73]

Hello,

The phone was an iphone7.

I canceled FamilyBase because it could not access the school wifi, but more-so because it did not have as many categories to block as we were looking for.  I was looking for a replacement for NetNanny that requires a special browser, and as such on an iphone, it could not open up links from emails (and the browser is pretty poor).  However it has better block protection than FamilyBase.  These are all the categories that NetNanny blocks.  If FamilyBase could block all these, it would be better because it would be before it gets to the phone and presumably would block it from Safari or other web browsers on the iphone6,7 +.

Regards,

Mike

[thezogs]

My son is having the same problems!  I just installed Family Base and paired his phone, which added that VPN to his phone, and now he has big connection issues at school and everywhere!  I spent a bunch of time on the phone with Verizon tech today about it, only to find out that I can’t do anything from the mobile app anyway—all changes and controls have to be set from the website in order to work. So now I want this app off my phone and I want the VPN removed from my son’s phone! Family Base absolutely has everything to do with this VPN. If you look at it under the phone settings, it will say Family Base VPN. How do I unpair his phone from mine and get the VPN off his phone?  Simply deleting the app from my phone does nothing. This app is severely flawe and needs rework!!

[JOHNNAGRRL]

I agree. We can’t connect my sons phone to our own WiFi at home while the VPN is on. I have to manually disconnect it on his phone after every time I check his usage using the FamilyBase app on my phone. i just got a text from Verizon stating that his phone hasn’t “communicated” with FamilyBase in over a day and that I need to reconnect it. I re-paired his phone, and low and behold, the VPN icon was back. So I had to go back and disconnect it in his settings on his phone. So annoying.

[MASON-150]

We were able to correct it by going into settings, general, vpn. I shut off the family base vpn, then I could shut off the vpn on the iPhone. Today my daughter downloaded a snap chat vpn, now she can use snapchat while on the schools wifi. She has been burning up our data. Since we got this vpn squared away, she can use the schools wifi.

Good luck!

[vzw_customer_support]

I'm sorry to hear of the difficulties you experienced with Family Base, Thezogs. We appreciate your feedback regarding the app and how it works. As mentioned by our other community members, VPNs can be disabled through the settings on the phone itself. To give you specific instructions how, please share the make and model of your son's phone, please.

KarolineD_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!!

[mass123]

I had Family Base a few months now.   No issues when he had Samsung android.   Got iPhone 8 plus and now can't get on school Wi-Fi without getting kicked right off.  I had him change the VPN like someone mentioned and he turned off "connect on demand"   He can get on wifi, but he checked and now family base is totally off for him.   On top of this issue now he can turn family base on and off from his phone and no notification is sent to a parent even telling me it happened.   Help please.

[GOOEYJELLO]

Samsung Model # SM-J727V

Even when I allow usage, here still cannot connect to anything. Please send info on what to do or I'll have to stop paying for this service.

[vzw_customer_support]

GOOEYJELLO, 

We want to make sure you are able to use this great feature. Let's get some additional details. Are you only having trouble connecting to a school WIFI? Have you installed the new app called Smart Family? We have changed FamilyBase to Smart Family http://spr.ly/6581DgRzH recently. Can you make sure this is updated?

JenelleR_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!!

[GOOEYJELLO]

Yes, I've installed the Smart Family application. It's not just school,

it's anywhere. When I turned off restrictions, it often still will not

allow him access.

On Tue, May 22, 2018, 11:58 AM vzw_customer_support <

[vzw_customer_support]

Not having access to use data, has to be annoying. I want to help make sure this is fixed as soon as possible. Please tell me, what pone does your son have? Have you paired his phone with yours? VanetrisC_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!!

[GOOEYJELLO]

His phone is a Samsung J7 V. It is paired with my phone. At times it does

work, other times ...

Even when I've I unpaused internet: sometimes it doesn't work.

Regardless of the fact that there are no limits set during certain times:

sometimes it doesn't work.

Sometimes it wont even allow me in to make changes. See screen shot

attached for just one example of the issues we're having.

When any of these issues happen, we've both rebooted and it is not a fix.

On Sat, May 26, 2018, 9:19 AM vzw_customer_support <

[vzw_customer_support]

It is important that you are able to effectively manage your son's internet use, GOOEYJELLO, and that includes times when it is okay for him to be online. Are you using the Smart Family App to manage the restrictions, or are you using your My Verizon page to do this?

PeterP_VZW

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[GOOEYJELLO]

As stated in my May 24th response, I am using the Smart Family application

On Sun, Jun 3, 2018, 6:54 AM vzw_customer_support <

[REBBRA95]

I am having the same issues. The VPN has totally [removed] up my son’s ability to use his phone! Is there a fix for this or do I just need to cancel it and delete it?

Profanity removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator.

[vzw_customer_support]

We do not want you to have these issues with family base, Rebbra95. We do want to make sure your service is working as it should.  As mentioned by various community members, your VPN can be disabled through the settings on the phone itself. To find where your specific settings are please provide your phone type.

JasperM_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!!

[EMIORR43]

It seems like the response from Verizon here is to turn off the VPN, but wouldnt that essentially make Family Base stop working on the Iphone?  Is this to say that Family Base cannot be used with iphones then?  We are having this issue as well and I have yet to find a way to get wifi working on my son's iphone 7 while the Family Base VPN is enabled.

[GVG11820]

Can I clarify this as I'm having the same issue.  It seems that you are saying to have my child turn off the VPN so that they can resolve the connectivity issues at school (and we're having them at home).  But if they do that, I can no longer control the use of the phone (i.e. block the internet, etc).  Is that right? 

[vzw_customer_support]

It's important to be able to manage the users on your account, GVG11820. The VPN essentially allows you to connect your phone to your child's device via the FamilyBase companion app. However, you are still able to set controls with FamilyBase with the VPN turned off. How are you currently using FamilyBase? You mentioned setting Internet blocks. What kind of data blocks are you setting with FamilyBase?

LaurenC_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!!

[GVG11820]

Essentially, I want to be able to block access to cellular data, text etc when needed (could be a consequence, could be because of bedtime). I don’t see how I can do that without the VPN connection. And the VPN is keeping him from accessing school WiFi and using Snapchat at home (even though it’s an allowable app)