Companion app VPN periodically blocks all internet traffic

[ShawnMco]

The companion app VPN on my child's android phone periodically stops all internet traffic, cellular and wifi. The only solution has been to uninstall the companion app (which immediately fixes the network problem), and reinstall it. After reinstallation it can be hours or days before the VPN starts blocking all traffic again. 

[vzw_customer_support]

Thanks for reaching out to us for assistance. I'm sure we can help you, and I'm sorry to learn about what's going on. The first step would be to clear the app cache on your child's phone. Removing and reinstalling the app does clear the cache, but you can definitely clear the cache without completing those steps. We can provide you with the steps to do that. What is the make and model of your child's Android?

-Jordan

[KSNOWDEN9714]

Same exact problem here. Tech support is clueless. Claims Smart Family doesn't HAVE a VPN, lol. IPhone 12.

[jimmyt2]

Can you provide instructions? This is intermittently happening to my son.  When it is happening he can't even pull up his school's web site to upload homework.

[vzw_customer_support]

We are happy to provide you the steps need to complete this, please send us a Private Message, so we can assist. 

*Lisa